MERCEDES JOHNSON
United States
Summary
Customer Service Specialist with over a decade of experience in transforming customer interactions and logistics processes to achieve superior satisfaction and operational efficiency. Demonstrates exceptional skills in team collaboration, conflict resolution, and customer advocacy, enhancing service delivery and fostering a culture of continuous improvement. Passionate about leveraging innovative strategies to drive future growth and excellence in customer service environments.
Overview
2026
2026
years of professional experience
Work History
Platinum Customer Ambassador
American Express
2024 - Current
- Provided exceptional support to card members, ensuring swift resolution of inquiries, which enhanced customer satisfaction and loyalty.
- Streamlined dispute filing processes, leading to faster resolutions and improved compliance with federal banking regulations.
- Coordinated with cross-functional teams to address high-volume call inquiries, ensuring prompt and effective responses to customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Member Service Specialist
Tropical Financial Credit Union
2023 - 2024
- Assisted members with account inquiries and transactions to enhance service quality.
- Educated members on credit union products and services, promoting financial literacy.
- Handled member complaints effectively, ensuring timely resolution and satisfaction.
- Processed loan applications, verifying information for accuracy and compliance.
Logistics Specialist
Tive Corporation
2021 - 2023
- Streamlined logistics processes, enabling faster inventory turnover and enhancing overall supply chain efficiency.
- Coordinated with suppliers and carriers to optimize shipping schedules, strengthening partnerships and ensuring timely product availability.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Devised routing plans and schedules to facilitate safe and timely delivery of goods.
Merchant Services Representative
Merchant One
2019 - 2021
- Provided exceptional customer service, resolving inquiries promptly and enhancing overall customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Assisted clients in understanding payment processing solutions and merchant account services.
- Provided support in onboarding new merchants to ensure smooth integration with payment systems.
Customer Support Specialist
City Furniture
2016 - 2019
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Education
Associate of Arts - Business Administration And Management
Florida Career College
05.2022
Skills
- ZenDesk
- Sales Force
- HubSpot
- Knowledge Base
- Microsoft Office
- Zoho
- Retention
- Decision-making
Timeline
Platinum Customer Ambassador
American Express
2024 - Current
Member Service Specialist
Tropical Financial Credit Union
2023 - 2024
Logistics Specialist
Tive Corporation
2021 - 2023
Merchant Services Representative
Merchant One
2019 - 2021
Customer Support Specialist
City Furniture
2016 - 2019
Associate of Arts - Business Administration And Management
Florida Career College