MERCEDEZ MYERS
Houston,TX
Summary
Dedicated Customer Service Specialist with background in providing exceptional support for field and customer inquiries. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
Work History
Customer Service Rep A/R Clerk
WASTE MANAGEMENT
Houston, TX
04.2013 - 08.2023
- Handle escalated issues to provide timely resolution with customer complaints, service concerns, collections, posting and lost misapplied payments
- Collaborate with Special Actions team insuring adequate EFT submission and allocations from the A/R file to MAS
- Monitor the Corporate Cash Applications inbox receiving direct correspondence of mail and phone inquiries from customers and field representatives
- Allocate payment postings received online, multiple supplier initiated remits, virtual credit card payments, phone and mail payments
- Provide online tech support troubleshooting and navigation of the WM website granting customers access to features available to them
- Provide guidance with payment inquiries, enrollments, and service requests for US and Canadian customers
- Handle and demonstrate customer service inbound and outbound calls for the Corporate Call Center to identify and expedite one call resolutions
- Participate in Team meetings and complete training to remain abreast with company policy, maintaining an excellent level of customer service, achieve company metrics and adhere to the company mission statement
CUSTOMER SERVICE REP/DIALER
FIRST DATA
Houston, TX
10.2012 - 04.2013
- Handle high influx inbound-outbound calls pertaining to the collection of unpaid checks
- Coordinate with management in preventing impending loss and increasing profitability
- Structuring call back strategies to drive productivity levels and build strong customer relations
- Demonstrate strong team leadership and collaborate with processing department
Education
Associate's Degree - Physical Therapy
HOUSTON COMMUNITY COLLEGE
Houston, TX01.2012
High School Diploma - General High School Curriculum
JOHN FOSTER DULLES HIGH SCHOOL
TX06.1987
Vocational School Certificate - General High School Curriculum
FORT BEND COUNTY CAREER SCHOOL
Sugarland, TX06.1987
Skills
- Microsoft windows and office
- CRM software expertise, Salesforce
- Remedy software
- Call center, Avaya Agent
- Technical troubleshooting, Digital Self-Support
- Genesys Interaction Workspace
- Verbal and written communication
- Team collaboration
- Exceptional organization skills
- Flexible and adaptable
- Analytical and critical thinking
Occupational Licenses Certificates Training
- Training Certificates: Customer Service, Security, Compliance
- Red Cross Volunteer, Habitat for Humanity
Timeline
Customer Service Rep A/R Clerk
WASTE MANAGEMENT
04.2013 - 08.2023
CUSTOMER SERVICE REP/DIALER
FIRST DATA
10.2012 - 04.2013
Associate's Degree - Physical Therapy
HOUSTON COMMUNITY COLLEGE
High School Diploma - General High School Curriculum
JOHN FOSTER DULLES HIGH SCHOOL
Vocational School Certificate - General High School Curriculum
FORT BEND COUNTY CAREER SCHOOL
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