Mercedes Diaz
Summary
Bilingual Administrative Support professional with extensive experience in customer service, schedule management, and revenue reporting. Proven ability to optimize processes and enhance compliance while delivering exceptional client support. Bilingual communicator with expertise in fraud prevention, focused on improving operational efficiency and achieving outstanding results.
Overview
12
12
years of professional experience
Work History
Administrative Technician
City of Lorain Building Department
Lorain, Ohio
05.2019 - 08.2025
- Streamlined schedule management, revenue report preparation, and permit issuance to boost compliance and efficiency.
- Provided departmental support and coordination for Chief Building Official and inspectors.
- Optimized permit issuance and contractor registration processes, which reduced approval timelines.
Onboarding Specialist
Equity Trust
Westlake , Ohio
05.2018 - 05.2019
- Managed account workflows, boosting efficiency in new accounts, transfers, and retirement plans.
- Reviewed applications and transactions meticulously, ensuring high accuracy and fraud prevention.
- Provided comprehensive client support, resolving inquiries promptly for smooth account management.
Office Clerk Intern
Avon Lake Regional Water
Avon, Ohio
08.2016 - 04.2018
- Supported engineers and bookkeepers by managing invoicing and administrative tasks efficiently.
- Handled phone and email communications to resolve inquiries and deliver exceptional customer service.
- Conducted field visits to deliver City correspondence, enhancing communication with Utility Workers.
Office Manager/Tax Preparer (Seasonal)
Paramount Taxes
Lorain, Ohio
01.2016 - 12.2017
- Maintained accuracy in communications with tax authorities while managing data entry and IRS correspondence.
- Streamlined onboarding process for new clients navigating credit repair webpage.
- Organized receipts and documents to enhance operational efficiency.
- Generated sales leads through cold calling, improving outreach efforts.
Bilingual Inbound and Collection Service Represent
United Consumer Financial Services Company
Westlake, Ohio
06.2013 - 01.2015
- Trained new bilingual hires on collections and call handling, enhancing team efficiency.
- Managed high-volume outbound collections and inbound calls, resolving delinquent accounts with strategic payment plans.
- Executed skip tracing techniques to locate and engage delinquent account holders.
Education
Licensed Cosmetologist -
Northern Institute of Cosmetology
Lorain, OHSome College (No Degree) - General Studies
Lorain County Community College
Elyria, OHSkills
- Schedule management
- Revenue analysis
- Client onboarding and support
- Fraud detection
- Communication skills
- Data entry
- Problem solving
- Regulatory compliance
Accomplishments
- Civil Rights Committee Rep. with the United Steelworkers Local 6621
- Union Grievance Officer with the United Steelworkers Local 6621
- Notary Public with the State of Ohio
- Finance Campaign Treasurer with the Lorain Board of Elections
Timeline
Administrative Technician
City of Lorain Building Department
05.2019 - 08.2025
Onboarding Specialist
Equity Trust
05.2018 - 05.2019
Office Clerk Intern
Avon Lake Regional Water
08.2016 - 04.2018
Office Manager/Tax Preparer (Seasonal)
Paramount Taxes
01.2016 - 12.2017
Bilingual Inbound and Collection Service Represent
United Consumer Financial Services Company
06.2013 - 01.2015
Licensed Cosmetologist -
Northern Institute of Cosmetology
Some College (No Degree) - General Studies
Lorain County Community College
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