Mercadez Hazelwood

Lead a team of 16 specialists across phone and messaging channels, driving performance in customer handling, reliability, utilization, and call/message quality.

• Conduct coaching, performance reviews, and career development sessions to enhance individual and team growth, ensuring alignment with delta’s core values.
• Monitor call listening insights to improve soft skills, elevate service standards, and strengthen customer satisfaction.
• Oversee daily operations including escalations, irregular operation support, adherence management, and scorecard reviews.
• Facilitate team meetings, recognition events, and wellness check-ins to foster engagement and build an inclusive, supportive culture.
• Collaborate with peers and customer experience managers to meet operational goals, elevate performance, and resolve performance challenges.
• Recognized for inclusive leadership style, ability to build strong relationships, and commitment to delta’s “welcoming, caring, elevated” service model.
• Trained new team members by relaying information on company procedures and safety requirements.

• Performed a wide range of hair services and maintained a high level of customer satisfaction.
• Handled customer transactions efficiently through cash, credit, and electronic payments.
• Scheduled appointments, answered calls, and provided information to clients.
• Maintained a clean and safe environment, ensuring equipment and workstations were sanitized.
• Organized sales area and work station to showcase products and boost sales.
• Resolved guest complaints about service or style.
• Processed payments, entering sales in register for prompt customer service.
• Completed safety training and certifications to minimize risk of infection or injury to customers.

• Assisted customers with order inquiries, substitutions, refunds, and account information both in person and over the phone.
• Handled payments, account balances, and layaway services with accuracy and attention to detail.
• Stocked and organized sales floor and coolers across multiple departments, including produce, meat, bakery, and deli.
• Performed price changes, modular corrections, and maintained department standards.
• Provided excellent checkout service, including operating self-checkout areas, verifying age-restricted sales, and assisting with customer concerns.
• Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
• Answered questions about store policies and addressed customer concerns.

• Delivered exceptional customer service through sales assistance, cashiering, and product recommendations.
• Provided daily care to animals, including feeding, administering medications, and monitoring health and behavior.
• Assisted with grooming services such as bathing, brushing, nail trimming, and scheduling appointments.
• Supported adoption services by helping families find pets that matched their needs, completing applications, and reviewing care instructions.
• Maintained clean and organized sales floor and animal care facilities, ensuring a safe environment for customers, pets, and staff.
• Welcomed customers and helped determine their needs.
• Helped customers complete purchases, locate items, and join reward programs.