Mercedez Robinson
Overland Park
Summary
Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible, and computer-savvy.
Overview
16
16
years of professional experience
Work History
Client Service Representative
BHG Financial
Syracuse
09.2025 - Current
- Provided exceptional customer service to clients, addressing inquiries and resolving issues in a timely and professional manner
- Managed a high volume of client accounts, ensuring accuracy and attention to detail in all interactions
Customer Care Representative
bread financial
Overland Park
10.2022 - 10.2025
- Manage large amounts of incoming phone calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution.
Dispatcher
Johnson Controls
Kansas City
05.2019 - 10.2022
- Responsible for inbound and outbound phone calls consisting of false alarm call backs, placing accounts on test, technical assistance, RP callbacks, assisting customer with inquiries on alarm handling, updating of account information and clarification of alarm handling instructions.
Workers Compensation Specialist
UPS
Overland Park
09.2018 - 05.2019
- Determines requirements by working with customers.
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
- Maintains call center database by entering information.
- Keeps equipment operational by following established procedures; reporting malfunctions.
- Updates job knowledge by participating in educational opportunities.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Customer Service Representative | Call Center
Client Services Inc.
09.2017 - 07.2018
- As an Account Representative, you will be representing many of the Top Banks and financial services companies in the Nation.
- As you transition into this new career, CSI's in-depth training will teach you how to motivate and guide customers to resolve outstanding debts, while providing outstanding customer service from start to finish.
- Responsibilities include: educating customers on available payment options and discussing sensitive financial situations.
- NO Weekends; but two evening shifts are required weekly.
Front Desk Agent
Holiday Inn Express and Suites
Kansas City
09.2017 - 04.2018
- Answer the phone at the front desk to respond to current and prospective guests' needs.
- Book reservations for individuals, families and groups as required.
- Greet walk-in guests and guests with reservations when they arrive at the front desk.
- Schedule special services, such as spa treatments, when guests inquire.
- Refer guests to local amenities and venues.
- Communicate guests' requests and complaints to the appropriate department.
Cardmember services
US Bank
Overland Park
08.2016 - 07.2017
- Answering incoming calls and assisting customers with questions and concerns related to their credit card accounts.
- Properly diagnosing customer needs and proactively educating them about the features and benefits of credit card products and services.
- Effectively utilizing system applications to achieve desired outcome.
- Documenting required information via system applications.
- Retaining product and process knowledge.
Front Office Supervisor
Sheraton
Kansas City
04.2015 - 08.2016
- Maintained all front desk duties, overseeing daily operations of the front office.
- As front desk supervisor I assisted the Front Office Manager with various tasks including implementation of new front desk policy and procedures.
Shift Leader
Which Wich
Kansas City
03.2014 - 04.2015
- As a shift leader the main duties were the same as above and being in charge of 4-6 other employees depending on the shift we worked as a shift leader.
- Managed cash in register for assigned shift, prepared food orders for customers, assisted in stocking of new food shipments, trained all new employees, and was also shift leader for morning shift on weekdays.
Pizza Maker
Pie Five Pizza Co.
Kansas City
11.2014 - 01.2015
- Dishes make doe for pizza, lift and move and break down heavy boxes, salad making pizza cutter/maker.
- Cash handling, dough maker, cooking and preparing of pizza, stocking of supplies as needed, clean up the facility.
Cashier
Walmart
Kansas City
06.2013 - 11.2013
- My job duties include but are not limited to: Counting cash drawers, cash pickups, making cashiers schedule, supervising guest traffic as well as cashiers, occasionally cashiering & assisting the front end manager.
Cashier
Old Navy
Kansas City
09.2010 - 02.2011
- Responsible for the expedition of customers through the store's registers by ensuring the efficient operation of the cashier team and front-end operations.
- Train Cashiers, take over Cashier & maintenance duties as needed, & support cashier development and accuracy.
Education
Business -
Penn valley community college
Kansas City, MOHigh school diploma or GED -
Northeast High School
Kansas City, MOSkills
- Negotiation Analysis skills
- Customer support
- Typing
- Human resources
- Microsoft Excel
- Windows
- Filing
- Accounting
- HRIS
- Banking
- Care plans
- Medical billing
- Clerical experience
- Medical terminology
- Multi-line phone systems
Personal Information
Willing To Relocate: Anywhere
Timeline
Client Service Representative
BHG Financial
09.2025 - Current
Customer Care Representative
bread financial
10.2022 - 10.2025
Dispatcher
Johnson Controls
05.2019 - 10.2022
Workers Compensation Specialist
UPS
09.2018 - 05.2019
Customer Service Representative | Call Center
Client Services Inc.
09.2017 - 07.2018
Front Desk Agent
Holiday Inn Express and Suites
09.2017 - 04.2018
Cardmember services
US Bank
08.2016 - 07.2017
Front Office Supervisor
Sheraton
04.2015 - 08.2016
Pizza Maker
Pie Five Pizza Co.
11.2014 - 01.2015
Shift Leader
Which Wich
03.2014 - 04.2015
Cashier
Walmart
06.2013 - 11.2013
Cashier
Old Navy
09.2010 - 02.2011
Business -
Penn valley community college
High school diploma or GED -
Northeast High School