Mercadies Fay
Little Elm,TX
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
5
5
years of professional experience
Work History
Supervisor
Starbucks
Cleveland Heights, OH
10.2021 - 04.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
Customer Service Representative
Great Day Improvements LLC
Macedonia, OH
01.2021 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Responded to customer requests for products, services and company information.
Server Shift Leader
Spectators
Altoona, IA
08.2018 - 04.2020
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns.
Customer Service Representative
Ventech Solutions
Urbandale, IA
06.2017 - 03.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests for products, services and company information.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
Education
High School Diploma -
Hempstead High School
Dubuque, IA05.2014
Associate of Science - Nursing
Des Moines Area Community College
Des Moines05.2023
Skills
- Priority management
- Upselling Products and Services
- Multitasking and Prioritization
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
- Order and Refund Processing
- Data Entry and Maintenance
Timeline
Supervisor
Starbucks
10.2021 - 04.2022
Customer Service Representative
Great Day Improvements LLC
01.2021 - 01.2022
Server Shift Leader
Spectators
08.2018 - 04.2020
Customer Service Representative
Ventech Solutions
06.2017 - 03.2019
High School Diploma -
Hempstead High School
Associate of Science - Nursing
Des Moines Area Community College