Mercedes Burgos
Newark,NJ
Summary
Proactive Fulfillment Center Associate and Customer Service Executive with extensive experience in shipment preparation, order processing, and customer support. Successfully reduced shipping errors and enhanced customer satisfaction through meticulous attention to detail and effective communication. Bringing strong skills in warehouse management, product inspections, and resolving customer inquiries.
Overview
17
17
years of professional experience
Work History
Fulfillment Center Associate
Amazon
10.2021 - Current
- Prepared packages for shipment while adhering to carrier guidelines, resulting in reduced damages and returns due to improper packaging.
- Expedited order processing time with proficient use of warehouse management software and scanning equipment.
- Promoted a positive working culture through effective communication, active listening, and collaboration with co-workers across various departments.
- Adapted quickly to shifting priorities during peak seasons or promotional events, ensuring prompt fulfillment of all orders without compromising on accuracy or quality standards.
- Maintained a safe working environment by adhering to safety protocols and promptly reporting any hazards or incidents.
- Reduced shipping errors by meticulously checking orders against packing slips before dispatching packages.
- Contributed to quality assurance measures by inspecting products for damage or defects prior to packaging, minimizing customer complaints related to product quality.
- Enhanced order accuracy by diligently picking and packing items according to customer specifications.
Care Provider
HamaspikCare
01.2020 - 04.2020
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
- Organized medication and provided reminders according to schedule.
- Reduced patient anxiety and stress through effective communication and active listening skills.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Planned and cooked nutritious meals to meet specific dietary needs.
- Kept individuals safe by removing hazards and correcting problems.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Managed challenging patient behaviors effectively by utilizing de-escalation techniques and maintaining professional composure.
- Assisted patients with self-administered medications.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Promoted social, emotional, and physical health through diverse activities.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Customer Service Representative
CVS Pharmacy Inc., 1221 Churchville Rd
10.2019 - 11.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Processed customer orders and accurately handled payment transactions.
Customer Service Executive
Optimum Cablevision
01.2008 - 07.2018
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Associate of Arts - Tourism And Travel Management
Berkeley College
Little Falls, NJ06.1998
High School Diploma -
Essex County Vocational And Technical High School
Newark, NJ06.1996
Skills
- Customer Service & Relationships
- Adaptable to change
- Deadline Adherence
- Shipment Preparation & Processing
- Hand-Eye Coordination
- Teamwork and Collaboration
- Quick Learner
- Dependable and reliable
- Organization and Categorization
- Time Management
- Critical Thinking
- Attention to Detail
- Safety processes and procedures
- Warehousing functions
- Packing and shipping
- Product Inspections
- Heavy Lifting
- Production line operations
- Order Fulfillment
Languages
Spanish
Professional Working
Timeline
Fulfillment Center Associate
Amazon
10.2021 - Current
Care Provider
HamaspikCare
01.2020 - 04.2020
Customer Service Representative
CVS Pharmacy Inc., 1221 Churchville Rd
10.2019 - 11.2019
Customer Service Executive
Optimum Cablevision
01.2008 - 07.2018
Associate of Arts - Tourism And Travel Management
Berkeley College
High School Diploma -
Essex County Vocational And Technical High School
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