Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
References
Timeline
Generic

Ismael Mercado

Indio,CA

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.

Overview

11
11
years of professional experience

Work History

Concierge

Indian Wells Country Club
Indian Wells, CA
11.2024 - Current
  • Greeted guests upon arrival, ascertaining their needs and providing assistance.
  • Provided information on local attractions, restaurants, transportation, and entertainment options.
  • Scheduled and arranged reservations for golf courses, spa treatments, restaurant dining, and other amenities within the club.
  • Maintained records of guest requests and follow-up to ensure satisfaction.
  • Coordinated with various departments to provide outstanding service to members and guests.
  • Ensured that all inquiries were answered promptly and professionally in accordance with company standards.
  • Handled requests for special accommodations or arrangements from members or guests as needed.
  • Managed incoming calls from members regarding reservation requests or questions about available amenities.
  • Assisted in planning events such as weddings or parties based on member's specifications.
  • Created promotional materials such as flyers or brochures advertising club activities or discounts.
  • Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
  • Handled mail and package deliveries, keeping items secure.
  • Directed incoming calls and messages to appropriate staff or residents.
  • Maintained guest privacy and building reputation by keeping information confidential.
  • Answered guest questions regarding local area, facilities and amenities.
  • Maintained knowledge of local attractions, events, and nightlife to offer current advice.
  • Provided business services for guests, including faxing, copying, and courier arrangements.
  • Handled guest inquiries and resolved issues promptly to ensure satisfaction.
  • Managed a concierge desk, keeping area organized and stocked with necessary materials.
  • Coordinated reservations at restaurants and special events.
  • Built and maintained productive relationships with employees.

Customer Service Representative

FedEx Office
Palm Springs , CA
04.2021 - 11.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes, and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Engaged in conversation with customers to understand their needs, resolve issues, and answer product questions.
  • Collected deposits or payments and arranged for billing.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Strengthened customer retention by offering discount options.

Barista

Starbucks, Barista
Palm Desert, CA
01.2018 - 09.2023
  • Greeted customers and took orders for coffee drinks, food items, and other beverages.
  • Operated cash registers to process customer payments.
  • Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
  • Provided excellent customer service by responding to inquiries quickly and professionally.
  • Followed safety procedures while operating machinery such as grinders and espresso machines.
  • Organized workstations efficiently so that tasks could be completed quickly during peak hours.
  • Trained new baristas on company policies and procedures regarding food handling safety standards.
  • Created promotional displays for advertising special events or promotions at the cafe.
  • Maintained clean and organized workspace, enabling coworkers to locate resources and product.
  • Followed health, safety and sanitation guidelines to pass state inspections.
  • Addressed and resolved customer concerns to maintain brand loyalty.

Office Assistant Intern

Desert Sands Unified School District
Indio, CA
09.2013 - 03.2019
  • Updated customer contact information in databases.
  • Provided general administrative support to office staff.
  • Answered incoming calls and directed them to appropriate personnel.
  • Monitored inventory levels of office supplies and placed orders when necessary.
  • Greeted visitors and provided assistance with inquiries.
  • Maintained a clean, professional environment within the office space.
  • Prepared mailings by printing labels, stuffing envelopes, and affixing postage stamps.
  • Answered telephones, directed calls, and took messages.
  • Reviewed files, records and other documents to obtain information or respond to requests.
  • Delivered messages and ran errands.
  • Computed, recorded and proofread data or reports.

Education

High School Diploma -

Indio High School
Indio, CA
06-2015

Skills

  • Appointment Scheduling
  • Complaint resolution
  • Inbound and Outbound Calling
  • Report Generation
  • Paperwork Processing
  • Scheduling
  • Consultative Sales
  • Data Collection
  • Data Entry
  • Refund management
  • Prioritization
  • Sales closing
  • Key holder experience
  • Microsoft Office Suite
  • Documentation
  • Microsoft PowerPoint
  • System implementation
  • Customer Relations
  • Retail store support
  • Customer Relationship Management (CRM)
  • Positive and professional
  • Critical Thinking
  • Product Sales
  • Credit card payment processing
  • Technical Support
  • Retail Marketing
  • Microsoft Outlook
  • Account Management
  • High-energy attitude
  • Store maintenance
  • Calm Demeanor
  • Professional telephone demeanor
  • Microsoft Office expertise
  • Filing
  • Adaptive team player
  • Escalation management

Affiliations

  • Currently on my down time I tend to enjoy spending time with family, volunteering at different schools around the valley, and spend some time alone to unwind from a busy work schedule.

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Accomplishments

  • At FedEx office I was awarded to being head of the shipping department which included managing packages and ensuring that packages are appropriately packaged to ensure customers that their package would arrive safely and undamaged as well as managing time and meeting deadlines that we may have had to do within the office.

References

References available upon request.

Timeline

Concierge

Indian Wells Country Club
11.2024 - Current

Customer Service Representative

FedEx Office
04.2021 - 11.2024

Barista

Starbucks, Barista
01.2018 - 09.2023

Office Assistant Intern

Desert Sands Unified School District
09.2013 - 03.2019

High School Diploma -

Indio High School

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Ismael Mercado