Summary
Overview
Work History
Education
Skills
Timeline
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Mercedes Boston

Wharton,NJ

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

12
12
years of professional experience

Work History

Client Relations Manager

Net-A-Porter
Mahwah, NJ
11.2017 - Current
  • Interview prospective employees and provided input to HR on hiring decisions.
  • Prepare documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
  • Respond proactively to inquiries from regulatory agencies regarding consumer complaints.
  • Analyze trends in customer inquiries and develop solutions for common issues.
  • Assign work and monitor performance of project personnel.
  • Review employee performance and provide ongoing feedback and coaching to drive performance improvement.
  • Plan and led team meetings to review business results and communicate new and ongoing priorities.

Live Chat and Social Media Consultant

Net-A-Porter
Mahwah, NJ
03.2015 - 11.2017
  • Engaged with and responded to online audience through relevant comments.
  • Managed customer service requests through social media channels.
  • Collaborated with other departments as needed to resolve more complex issues.
  • Adhered to company policies and procedures when responding to customer inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Provided exceptional coaching to new hires and offered positive feedback on completed tasks.

Customer Service Lead

Girl Scouts of the USA
Randolph, NJ
03.2014 - 03.2015
  • Handled billing inquiries such as creating credit memos.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Mentored new employees on procedures and policies to maximize team performance.

Assistant Manager

Pandora Jewelry
Short Hills, NJ
08.2011 - 03.2014
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Managed customer service inquiries and complaints in a timely manner.

Education

Delaware State University
Dover, DE
01-2009

High School Diploma -

Parsippany High School
Parsippany, NJ
01-2005

Skills

  • Microsoft Office Suite
  • Salesforce
  • Client Service-Driven
  • Relationship Building and Management
  • Problem-Solving Aptitude

Timeline

Client Relations Manager

Net-A-Porter
11.2017 - Current

Live Chat and Social Media Consultant

Net-A-Porter
03.2015 - 11.2017

Customer Service Lead

Girl Scouts of the USA
03.2014 - 03.2015

Assistant Manager

Pandora Jewelry
08.2011 - 03.2014

Delaware State University

High School Diploma -

Parsippany High School

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Mercedes Boston