Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mercedes Lang

Starke,FL

Summary

Dynamic customer service professional with a robust background in resolving complex issues and enhancing client satisfaction. Expertise in fostering team collaboration and achieving measurable results while remaining adaptable to evolving needs. Proven ability to employ strong communication and problem-solving skills to deliver exceptional service and build positive relationships with customers and colleagues. Recognized for reliability and a commitment to maintaining high standards of support, consistently driving customer loyalty and satisfaction.

Overview

8
8
years of professional experience

Work History

Senior Banking Operations Manager / Fraud Analyst

MSH
03.2021 - 03.2025
  • Managed sensitive data and compliance.
  • Led team to exceed accuracy and productivity goals.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Delivered targeted training programs to enhance staff knowledge of fraud detection methodologies and best practices.
  • Served as an internal consultant on fraud-related matters, providing insights and recommendations to various departments as needed.

Customer Account & Data Specialist

Fanatics
03.2020 - 03.2021
  • Consistently met deadlines and delivered high-quality work, demonstrating a strong commitment to excellence in data management.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.

Assistant Store Manager

Walgreens
07.2018 - 02.2020
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.

Cashier

SP Plus Parking
12.2016 - 05.2018
  • Greeted customers and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Education

High School Diploma -

North New Summit
Jackson, MS
01.2017

Skills

  • Contact Center Operations
  • Microsoft Office & Virtual Collaboration Tools
  • Insurance Verification & Benefits Investigation
  • Patient Financial Counseling
  • CRM Systems: Salesforce
  • HIPAA Compliance & Confidentiality
  • Contact Center Operations
  • Microsoft Office & Virtual Collaboration

Timeline

Senior Banking Operations Manager / Fraud Analyst

MSH
03.2021 - 03.2025

Customer Account & Data Specialist

Fanatics
03.2020 - 03.2021

Assistant Store Manager

Walgreens
07.2018 - 02.2020

Cashier

SP Plus Parking
12.2016 - 05.2018

High School Diploma -

North New Summit

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