Location Preference
HybridLocation: Sharonville, OH, US
Open to relocation: No
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Lisa Mercer
Sharonville,OH
Work Preference
Summary
Dedicated Customer Service Specialist with strong skills in problem resolution, customer retention, and team collaboration in fast-paced environments. Recognized for effectively managing escalated customer support issues and fostering key stakeholder relationships to meet business goals.
Overview
1
1
Language
5
5
years of post-secondary education
20
20
years of professional experience
Work History
Customer Service Representative
CDC Distributors
Cincinnati, OH
01.2006 - 05.2026
- Managed customer inquiries through phone and email with professionalism, ensuring a high-quality customer experience.
- Resolved product issues by collaborating with warehouse and logistics teams, enhancing operational efficiency.
- Provided excellent customer service to resolve customer complaints in a timely manner, increasing customer satisfaction.
- Processed orders efficiently using company-specific software and systems, contributing to seamless operations.
- Gathered customer feedback through surveys and used the data to improve customer service and retention strategies.
- Promoted available products and services to customers during service and account management calls, driving sales.
- Adjusted bills and refunded money to resolve customers' service or billing complaints, ensuring customer loyalty.
- Mentored junior team members and managed employee relationships, fostering a collaborative team environment.
- Prepared and evaluated CRM reports to identify problems and areas for improvement, enhancing customer engagement.
- Contacted customers about potential service upgrades, new services, and account changes to drive revenue growth.
- Strengthened customer retention by offering discount options and personalized service solutions.
Education
Early Child Education
Live Oaks
Cincinnati, Ohio 09.1974 - 05.1979
Skills
- Customer retention strategies
- Billing dispute resolution
- Customer feedback analysis
- Effective communication
- Customer support
- Microsoft Excel
- Key stakeholder relationship building
- System implementation
- CRM report evaluation
- Dispute resolution
- Sales motivation techniques
- Account updating
- Payment processing
- Quality assurance controls
- Project management
Languages
English
Professional
Timeline
Customer Service Representative
CDC Distributors
01.2006 - 05.2026
Early Child Education
Live Oaks
09.1974 - 05.1979