Kathy Mercado
Customer Service Representative
Hicksville,NY
Summary
Dynamic and detail-oriented professional with a proven track record at Jantech Industries, adept in office administration and scheduling. Excelled in multitasking and prioritizing tasks, enhancing customer satisfaction and streamlining operations. Demonstrates strong interpersonal skills and PC proficiency, contributing to team goals and customer service excellence.
Overview
34
34
years of professional experience
Work History
Administrative Assistant
Jantech Industries
Freeport, NY
06.2015 - 06.2024
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Drove customer feedback to deliver information to management for corrective action.
- Handled incoming calls and directed callers to appropriate department or employee.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Scheduled appointments between clients and customers and internal staff members.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Answered questions from customers regarding products and services offered by the company.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained current employee contact information through consistent updates.
- Handled maintenance and updates of customer contact information databases.
- Monitored and replenished inventory of office supplies to maintain functionality.
- Answered phone inquiries efficiently, ensuring smooth communication.
- Processed invoices for payment using accounting software applications.
- Maintained inventory of office supplies and placed orders when necessary.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Responded to customer issues to provide immediate resolution and improve retention.
- Collaborated effectively with cross-functional teams to achieve targets and resolve product-related challenges.
Customer Service Cashier
Dollar Tree Distribution Center
Hicksville, NY
10.2018 - 05.2019
- Collected credit card and cash payments to complete transactions for customer orders.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Answered customers' questions and provided information on store procedures or policies.
- Informed customers of in-store promotions or pricing specials.
- Maintained work area and kept cash drawer organized.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Greeted customers and provided friendly customer service.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Welcomed customers, offering assistance to help find store items.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Built loyal clientele through friendly interactions and consistent appreciation.
Receptionist
Lois USA
New York, NY
10.1993 - 07.2003
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Answered and directed incoming calls using multi-line telephone system.
- Conducted initial screening of incoming calls to determine urgency and directed them accordingly.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Provided administrative support to various departments, assisting with document preparation and data entry.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Updated daily log book with information about visitors entering the premises.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Sorted incoming mail and directed to correct personnel each day.
- Ensured cleanliness and organization of the reception area to maintain a professional atmosphere.
- Greeted visitors and provided them with assistance.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Assisted with special projects assigned by management when required.
Customer Support Specialist
Aon Corporation
New York, NY
05.1990 - 10.1993
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided accurate information about products and services to customers.
- Updated system with order specifics and customer details, preferences, and billing information.
- Worked with cross-functional teams to achieve goals.
- Operated a variety of machinery and tools safely and efficiently.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
Education
Associate of Arts - Tourism And Travel Management
Sullivan Community College
Sullivan, NY05-1989
High School Diploma -
Mount Kisco
Mount Kisco, NY06-1987
Skills
- Strong interpersonal skills
- Meticulous attention to detail
- Multitasking and prioritization
- Phone call answering
- PC proficient
- Scheduling
- Typing proficiency
- Office administration
- Patient care advocacy
- Medical terminology
Affiliations
- Healthy Eating & Routine Exercise.
- Nature walks.
- Travel & Adventure Excursions.
References
References available upon request.
Timeline
Customer Service Cashier
Dollar Tree Distribution Center
10.2018 - 05.2019
Administrative Assistant
Jantech Industries
06.2015 - 06.2024
Receptionist
Lois USA
10.1993 - 07.2003
Customer Support Specialist
Aon Corporation
05.1990 - 10.1993
Associate of Arts - Tourism And Travel Management
Sullivan Community College
High School Diploma -
Mount Kisco
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