Summary
Overview
Work History
Education
Skills
Timeline
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Mercedes Deck

Mercedes Deck

El Paso

Summary

Detail-oriented customer service and administrative professional with 2+ years of experience in call center operations, client account management, and high-volume transaction processing. Skilled in CRM systems, de-escalation techniques, and multi-department communication, with a proven record of improving customer satisfaction and retention. Adept at data entry, problem resolution, and workflow organization in fast-paced environments.

Overview

3
3
years of professional experience

Work History

Front Desk Agent

ARIA Resort & Casino Las Vegas
12.2023 - 06.2024
  • Managed high-volume front desk operations, processing an average of 1,500+ guest transactions daily
  • Utilized OPERA and Visionline systems for data entry, account adjustments, and inventory management
  • Resolved escalated guest issues with professional communication, improving satisfaction ratings
  • Processed payments, refunds, and account adjustments while maintaining accuracy and confidentiality
  • Coordinated with multiple departments to ensure seamless operations and timely issue resolution
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Ensured accurate billing and payment processing, reducing errors and guest disputes.

Customer Service Supervisor

Riverway Business Services
11.2022 - 10.2023
  • Handled high-volume inbound calls and de-escalated complex customer concerns
  • Assisted customers with billing inquiries, payment arrangements, and account updates
  • Provided floor support and training for new agents, improving team efficiency
  • Upsold and closed additional service plans, consistently exceeding performance metrics
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.

Customer Service Representative

Riverway Business Services
11.2021 - 11.2022
  • Processed customer payments and performed accurate data entry for account management
  • Retained customers through personalized solutions and proactive communication
  • Ranked as a Top Performer in sales conversions and proactive customer saves
  • Maintained detailed customer records and provided accurate documentation
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Criminal Justice

Eastwood High School
El Paso
06-2020

Skills

  • Call Center Operations & High-Volume Phone Support
  • CRM & Data Entry (OPERA, Visionline, Verint)
  • Transaction & Refund Processing
  • Account Management & Billing Support
  • De-escalation & Conflict Resolution
  • Workflow Organization & Administrative Support
  • Strong Communication & Active Listening
  • Oral and written communications
  • POS systems

Timeline

Front Desk Agent

ARIA Resort & Casino Las Vegas
12.2023 - 06.2024

Customer Service Supervisor

Riverway Business Services
11.2022 - 10.2023

Customer Service Representative

Riverway Business Services
11.2021 - 11.2022

Criminal Justice

Eastwood High School

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