Jean Mercado
Chester,NY
Summary
Experienced professional with a proven track record in exceeding company expectations through strategic problem-solving and adaptability. Skilled in delivering exceptional customer service, managing multiple tasks efficiently, and maximizing time utilization for optimal customer satisfaction. A dynamic bilingual leader with strong supervisory abilities and a knack for overcoming challenges, dedicated to driving employee engagement and performance for organizational success.
Overview
5
5
years of professional experience
Work History
Assistant Manager
Planet Fitness
Monroe, NY
09.2023 - Current
- Acted as a mentor to junior staff members by providing guidance and support for their daily tasks, projects, and objectives.
- Identified areas for improvement through regular employee performance reviews.
- Collaborated with management on developing strategic plans for achieving business goals.
- Created reports on sales trends, inventory levels, and financial data.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Conducted interviews to assess candidates' qualifications and collaborated with HR on selection process.
Customer Relations Representative
State Farm
, NY
08.2022 - 09.2023
- Provide customers with service in areas such as insurance eligibility, coverage information, policy changes, transfers, claim submission, and billing clarification.
- Cultivate impactful relationships with customers, by educating policy holders on coverage to address needs and budget.
- Handle inbound calls, chats, customer emails and telephone interactions.
- Execute various outbound cold calls each day, resulting in increase of sales or potential leads.
- Troubleshoot certain questions and scenarios when in doubt using company resources to give customers appropriate and accurate information for their needs.
Shift Leader
Planet Fitness
Monroe, NY
10.2021 - 08.2022
- Handled escalated customer concerns and emergencies
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Coached team members to increase productivity and reduce workplace accidents.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
- Assessed reports and adjusted workflows to realign with targets.
Member Service Representative
Planet Fitness
Monroe, NY
03.2021 - 10.2021
- Addressed member inquiries, questions and concerns.
- Processed transactions for transfers, monthly payments, and purchases.
- Surpassed sales goals through implementation of successful marketing strategies and product knowledge.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Welcomed members and guest providing exceptional customer service to make them feel comfortable and welcomed to the establishment.
- Checked members in and provide tours around the club if needed, and informed of upcoming updates and events.
Stock Associate
Puma Outlet
Woodbury, NY
11.2019 - 04.2021
- Checked the sales floor displays in order to refill goods, with an emphasis on meeting the demands of customers.
- Carried out duties within fast-paced environment, providing organized stocking methods and plans.
- Maintained neat, safe and orderly workspace to prevent accidents and injuries.
- Greeted customers and retrieved requested products to increase customer satisfaction, as well as updated customers on promotions and policy changes.
- Aided in the improvement of the store's loss prevention and addressed any situation according to protocol.
- Worked well in team projects to maximize productivity.
Education
Some College (No Degree) - Exercise Science
Orange County Community College
Middletown, NYHigh School Diploma -
In-Tech Academy
Bronx, NY06.2019
Skills
- Communication Skills
- Problem-solving Skills
- Computer Skills
- Adaptability skills
- Customer service Skills
- Troubleshooting Skills
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Assistant Manager
Planet Fitness
09.2023 - Current
Customer Relations Representative
State Farm
08.2022 - 09.2023
Shift Leader
Planet Fitness
10.2021 - 08.2022
Member Service Representative
Planet Fitness
03.2021 - 10.2021
Stock Associate
Puma Outlet
11.2019 - 04.2021
Some College (No Degree) - Exercise Science
Orange County Community College
High School Diploma -
In-Tech Academy