Summary
Overview
Work History
Education
Skills
References
Volunteer Experience
Affiliations
Accomplishments
Certification
Timeline
Hi, I’m

Kristen Mercado

Lebanon,OR
Kristen Mercado

Summary

Proactive and meticulous Customer Service Management with over 10 years of experience in the finance, health and retail industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.

Overview

24
years of professional experience
1
Certification

Work History

Walmart
Lebanon , OR

Deli Employee
07.2022 - Current

Job overview

  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
  • Listened to customer requests and suggested additional menu items as appropriate to upsell products.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Learned other teammates' work tasks to train as backup.
  • Delivered exemplary customer service to guests, even in peak business periods to promote retention.
  • Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
  • Replenished serving stations with fresh food and cleaned up spills.
  • Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
  • Kept kitchen, counter and dining areas cleaned and sanitized.

Ameriprise Financial: Crosby Wealth Management
Albany, OR

Client Service Manager
11.2016 - 07.2024

Job overview

  • Supervised a successful wealth management office, acting as the initial customer service point of contact for clients, and as a direct interface between clients and advisors.
  • Successfully performed advanced clerical work, including schedule and meeting management, customer correspondence, account management, mailing, and filing.
  • Regularly and responsibly performed data entry, correspondence, and retrieval in web-based database programs of highly sensitive, privacy-protected information.
  • Demonstrated proficiency in Office Suite and Outlook.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Resolved escalated customer complaints in a professional manner.
  • Created and managed budgets for travel, training, and team-building activities.
  • Conducted market research activities to gain insights into current trends affecting consumer behavior.
  • Directed enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Revised department schedules to maximize coverage during peak hours.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Delegated work to staff, setting priorities and goals.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
  • Analyzed business performance data and forecasted business results for upper management.
  • Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
  • Maintained accurate records of customer interactions and transactions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Collaborated with cross-functional teams on projects related to client service initiatives.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Developed comprehensive business plans that outlined strategies for meeting client needs while achieving organizational goals.
  • Created detailed reports outlining key performance indicators related to client service operations.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established effective communication channels between clients and other departments within the organization.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Implemented quality control measures to uphold company standards.
  • Produced thorough, accurate and timely reports of project activities.
  • Conducted research and reviewed findings to solve customer issues.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Participated in industry events as an ambassador of the company's brand.
  • Monitored customer accounts to identify any potential issues or areas of improvement.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Assigned work and monitored performance of project personnel.
  • Organized client contracts, records, and reports to strengthen traceability.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Developed and implemented processes for improving client service delivery standards.
  • Monitored phone calls to provide feedback and coaching.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided timely responses to customer inquiries and requests for service.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Proposed or approved modifications to project plans.
  • Developed and managed client relationships to ensure satisfaction with services provided.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Ensured compliance with applicable laws, regulations, policies and procedures related to customer service operations.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Completed day-to-day duties accurately and efficiently.

1440fitness
Lebanon , OR

Spin Instructor
09.2017 - 02.2019

Job overview

  • Assisted with marketing and promoting of classes and services.
  • Promoted fitness classes to boost gym attendance.
  • Promoted safe and inclusive environment for club clients and members.
  • Created comprehensive fitness programs tailored to needs and goals of each individual.
  • Provided emergency first aid and CPR as needed.
  • Motivated participants through one-on-one instruction and positive feedback.
  • Delivered fun and motivating group fitness classes designed to improve overall health and fitness levels.
  • Set up and broke down equipment before and after classes.
  • Implemented new and creative exercise routines to keep participants motivated.
  • Encouraged participants to stay motivated and reach fitness goals.
  • Demonstrated proper form and technique to prevent injury.
  • Collaborated with other fitness professionals to develop and implement new programs.
  • Used music to motivate and energize classes.
  • Utilized effective record-keeping system for tracking customer information.

Healthsource of Lebanon Chiropractic
Lebanon, OR

Chiropractic Assistant
02.2016 - 11.2016

Job overview

  • Co-managed a million-dollar chiropractic practice, overseeing administrative tasks such as billing, report filing, maintaining medical and office supply inventories, and online marketing and networking.
  • Directly assisted in patient exams, taking vital readings, and taking and developing X-rays.
  • Drafted SOAP notes and exacerbation paperwork.
  • Engaged with patients directly on calls and in person to create scheduling plans.
  • Pursued and achieved certification as a 'Physical Therapist One' in the office.
  • This position included teaching functional mobility, range of movement, and strengthening.
  • Led passive modality therapy and coordination of treatment plans.
  • Managed inventory of office and treatment supplies, ensuring adequate stock.
  • Explained treatment procedures and physicians' instructions.
  • Compiled and organized patient records, ensuring confidentiality and compliance.
  • Prepared treatment rooms for patient examinations.
  • Changed dressings on wounds to prevent infection and check for healing.
  • Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
  • Performed patient intake procedures, including health history documentation.
  • Assisted chiropractors in patient care, including setting up treatment rooms.
  • Conducted follow-up calls to assess patient progress post-treatment.
  • Accurately entered data into computer systems related to patient visits or treatments received.
  • Collected, labeled and stored laboratory specimens properly prior to testing.
  • Demonstrated, instructed and assisted patients in rehabilitative exercises to drive safety and minimize risk of further injury.
  • Verified appointment times with patients, preparing charts, pre-admission and consent forms.
  • Supported administrative staff by processing payments.
  • Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
  • Assisted back office patient processes to reduce office wait times.
  • Provided administrative support, including answering phones and email correspondence.
  • Coordinated insurance verification and claims processing.
  • Kept patient rooms clean between services and removed used linens for laundering.
  • Documented exercises completed by patients to support charting and billing.
  • Operated therapeutic equipment under chiropractor supervision.
  • Ensured cleanliness of equipment used during treatments.
  • Assisted with patient intake, including taking vitals such as height, weight and blood pressure.
  • Handled general office duties to support administrative staff during peak hours.
  • Scheduled appointments for patients via phone and in person.
  • Greeted patients, verified insurance and collected co-payments.
  • Assisted with exercises and rehabilitation activities prescribed by the chiropractor.
  • Checked out patients at end of visit, collecting any remaining balances due from them.
  • Input patient data into medical software and provided appropriate updates to records.
  • Provided assistance with other duties as assigned by chiropractor or office manager.
  • Scheduled appointments for patients both in person and over the phone.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.
  • Provided support to patients experiencing pain or discomfort before or after treatment sessions.
  • Performed electric muscle stimulation, massage and mechanical traction therapies on patients under doctor supervision.
  • Acquainted patients with therapy procedures by explaining purpose and results of exercises.
  • Instructed patients on how to use therapeutic exercises and stretches properly at home to speed recovery time.
  • Trained new staff on office procedures and patient care techniques.
  • Processed patient payments and handled billing inquiries.
  • Performed routine clinical tasks to support patients and doctors.
  • Assisted chiropractors with treatments including applying hot and cold packs, ultrasound therapy or electrical stimulation.
  • Operated x-ray and electrocardiogram (EKG) to administer diagnostic tests.
  • Kept facility stocked with necessary supplies, equipment and instruments.
  • Educated patients about chiropractic care to help achieve health goals.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
  • Participated in community outreach programs to promote chiropractic services.
  • Positioned patients properly during examination or treatment for comfort and safety.
  • Assisted with marketing efforts, including social media management and event planning.
  • Performed administrative tasks such as filing medical documents, answering phones and responding to emails.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Pizza Hut
Lebanon , OR

Waitress Supervisor
07.2003 - 11.2008

Job overview

  • Directed food preparation and cooking activities to meet health and safety standards.
  • Controlled expenses and boosted profitability by managing food and labor costs.
  • Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
  • Directed activities of team of skilled kitchen workers preparing and serving meals.
  • Monitored food inventory and supplies to prevent waste.
  • Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
  • Scheduled and rotated staff for adequate coverage and fair distribution of workload.
  • Supervised food presentation and plating to enhance visual appeal.
  • Served consistent portions following recipes and control standards.
  • Maximized team productivity by expertly delegating tasks to kitchen staff.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Planned routine upkeep of kitchen equipment and facilities for safe and efficient operations.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Coordinated kitchen activities with front-of-house staff for seamless and service.
  • Created new recipes, outlined steps, and training staff on correct preparation.
  • Set and oversaw weekly and special event menu plans.
  • Controlled food costs and managed inventory.
  • Planned and executed promotions and special events in close collaboration with management.

US Airways
Charlotte , NC

Lead Flight Attendant
01.2001 - 07.2003

Job overview

  • Ensured safety and comfort of customers onboard aircraft.
  • Ran food and beverage cart at appropriate times to dispense passenger refreshments.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
  • Distributed supplies such as headphones and blankets to passengers.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Maintained passenger cabin to meet airline cleanliness standards.
  • Updated flight logs, passenger reports and inventory documentation.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Organized and stocked inventory of passenger comfort, food and beverage items.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Dealt with disruptive passengers according to federal and company requirements.
  • Assisted passengers with locating seats and storing luggage under seats or in overhead bins.
  • Completed pre-flight safety, passenger and inventory checks.
  • Oversaw and mentored junior flight attendants on proper procedures and crew standards.
  • Responded to passenger and mechanical emergencies following guidelines and training.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Relayed updates and information to passengers after confirming key details with pilot.
  • Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.

Education

Oregon Board of Chiropractic Examiners
Salem, OR

Certified Chiropractic Assistant
01.2016

International Air & Hospitality Academy
Vancouver, WA

Certification in Airline and Hospitality Management from Airline and Hospitality Travel Specialist
01.2003

Skills

  • Inter-department collaboration
  • Customer relations
  • Exceptional communication
  • Client services
  • Sales proficiency
  • Schedule management
  • Team building
  • Account updates
  • Client relationship building
  • Research and due diligence
  • Report generation
  • Proficient in CRM, Salesforce, Morningstar, Word, and Excel
  • Resource referrals
  • Account management
  • Client issue resolution
  • Strong leadership

References

  • Tristanna Snyder, Former Ameriprise teammate, 503-917-9963
  • Andrea Campbell, Personal reference, Columbia Sportswear Buyer, 541-409-2685
  • Lanae Blackburn, Former supervisor/co-worker, 541-570-9625

Volunteer Experience

  • TNR Volunteer, Lebanon Community Trap, Neuter, Return Program, 2017-Present
  • Spin Instructor, Fitness 1440, 2016-2018
  • Treasurer & Secretary, Lebanon School District MAT Club, 2013-2016

Affiliations

  • Volunteered at local high school sporting events by KT Taping injured players

Accomplishments

  • 5 year's of working with Ameriprise Financial Award
  • Honored by DHS for working on a massive project for OHA

Certification

  • CA License
  • Notary

Timeline

Deli Employee

Walmart
07.2022 - Current

Spin Instructor

1440fitness
09.2017 - 02.2019

Client Service Manager

Ameriprise Financial: Crosby Wealth Management
11.2016 - 07.2024

Chiropractic Assistant

Healthsource of Lebanon Chiropractic
02.2016 - 11.2016

Waitress Supervisor

Pizza Hut
07.2003 - 11.2008

Lead Flight Attendant

US Airways
01.2001 - 07.2003

Oregon Board of Chiropractic Examiners

Certified Chiropractic Assistant

International Air & Hospitality Academy

Certification in Airline and Hospitality Management from Airline and Hospitality Travel Specialist

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Kristen Mercado