Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Mercedes Armendariz

Morgantown,WV

Summary

Dynamic Senior Technical Support Representative at KellyConnect with a proven track record in conflict resolution and customer relationship management. Expert in technical troubleshooting and training, I enhance team performance and drive customer satisfaction through innovative solutions and strategic process improvements. Recognized for elevating service quality and fostering strong client connections.

Overview

9
9
years of professional experience

Work History

Senior Technical Support Representative

KellyConnect
08.2023 - Current
  • Assist customers with complex technical issues across a range of Apple products, ensuring swift resolution, and maintaining high satisfaction levels.
  • Guide and mentor junior support representatives, providing training and best practices to improve overall team performance and customer service quality.
  • Utilize advanced troubleshooting techniques to diagnose and resolve hardware, software, and connectivity problems, minimizing customer downtime.
  • Collaborate with cross-functional teams to escalate and resolve critical issues, ensuring seamless communication, and a unified approach to customer support.
  • Monitor customer feedback and identify trends, working with product teams to implement improvements that enhance user experience and product reliability.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Trained new staff members on technical support procedures and protocols.

Disaster Recovery Specialist Tier 2

Insight Global
05.2021 - 05.2023
  • Assisted disaster survivors by providing accurate information and guidance on available recovery programs, ensuring they received the necessary support during crisis situations.
  • Coordinated with local, state, and federal agencies to assess damages and determine the allocation of resources for effective disaster response and recovery efforts.
  • Conducted thorough inspections and evaluations of damaged properties, documenting findings to expedite financial assistance and repair processes.
  • Provided technical support and training to local authorities and community organizations, enhancing their capacity to manage and recover from disasters.
  • Analyzed data from disaster-stricken areas to identify trends, and recommended improvements to FEMA policies and procedures, leading to more efficient recovery operations.
  • Analyzed current processes and procedures to recommend improvements to enhance efficiency in disaster response times.
  • Maintained up-to-date records of all disaster recovery activities and documentation.

Shift Supervisor, Customer Service

CVS Pharmacy
Morgantown, USA
06.2017 - 03.2021
  • Supervised daily store operations, ensuring efficient workflow and adherence to company policies, which led to improved store performance and customer satisfaction.
  • Managed and trained a team of employees, fostering a positive work environment, and ensuring high levels of productivity and service quality.
  • Handled customer inquiries and resolved issues promptly, ensuring a positive shopping experience, and maintaining strong customer relationships.
  • Oversaw inventory management, including ordering, stocking, and conducting regular audits, to maintain optimal product availability, and reduce shrinkage.
  • Processed claims for damaged or returned merchandise, ensuring accurate documentation and timely resolution to minimize financial impact.
  • Conducted regular team meetings to communicate targets, updates, and gather feedback.
  • Developed strategies for improving operational efficiency and customer service levels.

Customer Engagement Supervisor

Walgreens
Morgantown, USA
10.2016 - 06.2017
  • Led a team of customer service associates, providing coaching and support to ensure exceptional customer interactions and consistently high service standards.
  • Developed and implemented customer engagement strategies that improved satisfaction scores, and enhanced customer loyalty.
  • Monitored and analyzed customer feedback, using insights to address concerns and make recommendations for process improvements.
  • Collaborated with store management to optimize front-end operations, ensuring a seamless customer experience from entry to checkout.
  • Resolved escalated customer issues with professionalism and efficiency, maintaining strong relationships, and ensuring repeat business.
  • Managed a team of customer service representatives to ensure quality interactions with customers.

Education

High School Diploma -

Morgantown High School
Morgantown, WV

Skills

  • Customer relationship management
  • Conflict Resolution
  • Eligibility Specialist
  • Benefit Verification
  • Insurance Coverage Analysis
  • Credentialing
  • Compliance, adherence
  • Claims Status Tracking
  • Documentation Review
  • Administrative support
  • Quality Assurance
  • Training
  • Documentation management
  • Technical support
  • Microsoft Office proficiency
  • Data Entry and Analysis
  • Scheduling and calendar management
  • HIPAA compliance
  • Training and Development
  • Coaching and mentoring

Accomplishments

Resolved complex customer issues that resulted in a 25% decrease in escalations to higher management.

Timeline

Senior Technical Support Representative

KellyConnect
08.2023 - Current

Disaster Recovery Specialist Tier 2

Insight Global
05.2021 - 05.2023

Shift Supervisor, Customer Service

CVS Pharmacy
06.2017 - 03.2021

Customer Engagement Supervisor

Walgreens
10.2016 - 06.2017

High School Diploma -

Morgantown High School

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Mercedes Armendariz