JOANNA MERCEDES
Harrisburg,PA
Summary
Results-driven and self-motivated professional with proven expertise in delivering exceptional customer service, personnel supervision, and organizational management. Committed to achieving goals through strong leadership, strategic problem-solving, and a dedicated drive for success.
Overview
7
7
years of professional experience
Work History
Transport Operations Specialist
PandA Transport
02.2023 - Current
- Created and Implemented Passenger Rules and Regulations, now used across 600+ vehicles nationwide. .
- Manage daily transport operations for long-distance shuttle services, maintaining a 100% on-time rate.
- Oversee vehicle maintenance and safety compliance, ensuring longevity and optimal performance.
Executive Customer Relations Specialist
Saks OFF 5 TH
01.2022 - 02.2023
- Resolved complex escalations across Research, Sales, Communications, and Customer Service, improving customer satisfaction and reducing the backlog by 50%.
- Assisted in training and development of new personnel, enhancing team performance and refining policies to streamline workflows.
- Collaborated with management on performance evaluations and key initiatives, aligning team goals with company objectives for continuous improvement.
Customer Service Representative Supervisor
Pennsylvania Turnpike E-ZPass
01.2021 - 01.2022
- Monitored and reviewed customer interactions and correspondence to ensure service quality.
- Delivered exceptional customer service in a high-volume call center, handling heavy inbound call traffic. Processed and managed toll by plate invoices, disputes, payments, and collections.
- Facilitated customer requests for devices, accessories, statements, and refunds.
- Managed plate identifications, while assisting customers and employees with account procedures for POV, PBP, and TBP.
Logistics Dispatch Supervisor/Inventory Management
Roadtex
01.2020 - 01.2021
- Coordinated and dispatched over-the-road trips, master trips, and local deliveries, managing shipment schedules, updating manifests, and ensuring accurate documentation of truck seals, delivery receipts (DRs), and proof of deliveries (PODs).
- Led warehouse operations overseeing organization, consolidation, and unitizing while maintaining an up-to-date inventory of all freight.
- Processed PODs and bills of lading (BOLs) using RDTX/LTL billing software, ensuring the secure handling of sensitive information.
- Supervised warehouse personnel and facility maintenance, managing inbound and outbound business communications via calls and emails.
Customer Service Representative Supervisor
NYS E-ZPass
01.2018 - 01.2020
- Provided outstanding customer service in busy Call Center as a Bilingual CSRS managing and resolving customer inquiries.
- Advised customers on toll violations, bills, collections, disputes, and payments.
- Processed payments and transferred calls to appropriate departments or out-of-state EZPASS centers.
- Trained new hires and handled requests for new tags, statements, refunds, and account updates using CST and Vector systems.
Education
AAS (In Progress) - Business Management
College of Staten Island
Staten Island, NYSkills
- Languages: English/Spanish
- Software: Microsoft Office OKTA Snowflake Workday Vector Software/CST
- Operations: POS LTL Dispatch/RDTX Inventory & Logistics Management Project Coordination Documentation & Record Keeping
- Management: Call Center Operations Supervisor Management
- Communication & Collaboration Tools: Zoom NICE CXOne Slack Microsoft Teams Google Workspace Webex Live Chat Platforms
- Other: Data Management CRM (Salesforce) Reporting & Analytics Problem Solving
Timeline
Transport Operations Specialist
PandA Transport
02.2023 - Current
Executive Customer Relations Specialist
Saks OFF 5 TH
01.2022 - 02.2023
Customer Service Representative Supervisor
Pennsylvania Turnpike E-ZPass
01.2021 - 01.2022
Logistics Dispatch Supervisor/Inventory Management
Roadtex
01.2020 - 01.2021
Customer Service Representative Supervisor
NYS E-ZPass
01.2018 - 01.2020
AAS (In Progress) - Business Management
College of Staten Island
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