Mercedes Binns
Chandler,AZ
Summary
Dynamic and results-driven client success professional with a solid track record of building and nurturing strategic partnerships. I excel in driving customer success through tailored solutions and proactive support. Proficient in project management, product implementation, and process optimization. I am committed to exceeding customer expectations and driving organizational growth.
Overview
8
8
years of professional experience
Work History
Merchant Success Manager
DoorDash
Tempe, AZ
10.2023 - Current
- Manage a SMB Book of Business with 300 Merchants accounts
- Cultivate long-term, strategic partnerships with Merchant Partners by being their main point of contact for any business related needs.
- Exceed KPI metrics.
- Collaborate with cross-functional partners for Merchant optimization and success.
- Proactively produce, analyze, and use data to forecast opportunities that improve efficiencies related to Merchant service quality.
- Facilitate bi-weekly Merchant Meetings and QBRs to provide business updates,forecast growth opportunities and receive feedback in order to discover potentials areas of improvement.
- Increase Merchant revenue by product adaption and organic operational metrics.
- Monitor adoption metrics and manage escalations to ensure alignment and resolve critical issues promptly.
- Develop effective retention strategies that prove DoorDash's value and return on investment.
Merchant Success Partner
DoorDash
Tempe, AZ
11.2021 - 10.2023
- Managed an Enterprise Book of Business with 50 Merchant accounts.
- Worked through creative solutions to effectively answer Merchant questions, provide guidance, and resolve issues.
- Managed escalations and coordinated internal teams to address critical issues effectively.
- Proactively contacted Merchants regarding NPS and CSAT statistics to understand and relay feedback to leaders.
- Partnered with cross-functional teams to improve processes and the resulting experience of Merchants
- Promoted retention and overall Merchant success through service.
Mortgage Loan Specialist
AmeriSave Mortgage Corporation
Tempe, AZ
09.2020 - 03.2021
- Assisted clients throughout the mortgage application process, ensuring a smooth and efficient experience.
- Provided expert guidance on loan products and tailored solutions to meet customer needs.
Sales Representative
Varsity Tutors + DoorDash
Tempe, AZ
06.2019 - 08.2020
- Prospected and qualified leads to generate new business opportunities.
- Collaborated with sales and marketing teams to drive pipeline growth.
- Generated leads and cultivated relationships with prospective clients to drive sales revenue.
- Conducted product demonstrations and presentations to showcase the company's services.
Customer Support Associate
TEKsystems
Phoenix, AZ
05.2016 - 12.2017
- Provided frontline support to internal and external employees, addressing inquiries and resolving issues promptly.
- Maintained thorough documentation of customer interactions and feedback.
- Conducted onboarding for each consultant (I-9 verification, orientations, background checks, etc.) to ensure smooth staffing transitions for them and our clients
Education
Bachelor of Science - Communications
Arizona State University
Tempe, AZ05-2015
Skills
- Exceptionally organized and detailed oriented
- Exceptional verbal and non-verbal communication
- Project management
- Customer relationship management
- Creative problem solving
- Quick and thorough learner
- Experienced in CRM software's
- Proficient in Microsoft Office
- Proficient in Google Workplace
- Team collaboration
Timeline
Merchant Success Manager
DoorDash
10.2023 - Current
Merchant Success Partner
DoorDash
11.2021 - 10.2023
Mortgage Loan Specialist
AmeriSave Mortgage Corporation
09.2020 - 03.2021
Sales Representative
Varsity Tutors + DoorDash
06.2019 - 08.2020
Customer Support Associate
TEKsystems
05.2016 - 12.2017
Bachelor of Science - Communications
Arizona State University