Mercy Umah
Secene ,PA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Driver
Uber
05.2019 - Current
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Delivered goods and products to customer on time and in excellent condition.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Cleaned vehicle regularly to maintain professional appearance.
- Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep.
Universal Banker
M&T Bank
01.2022 - 08.2023
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained friendly and professional customer interactions.
- Built and maintained portfolio of loans to meet established goals and objectives.
- Developed and implemented strategies to reduce risk and increase profitability.
- Assisted customers with technical support inquiries.
- Referred customers to other banking departments for specialized services.
- Received loan and utility payments, sending funds to correct destinations.
- Provided advice on different bank products and financial options.
Warehouse/Driver
Amazon
06.2021 - 01.2022
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Delivered goods and products to customer on time and in excellent condition.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Obtained signatures from customers upon delivery of goods.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Operated forklift to safely move and safeguard stock and supplies in warehouse.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
- Checked packages and merchandise for damage and notified vendors.
Cashier-Overnight Stocker
Walmart Supercenter
04.2016 - 10.2018
- Greeted customers and offered them assistance where possible.
- Accepted and processed customer payments in cash, credit cards and checks.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Assisted clients in understanding their available options and helped them select the right service plans for their needs
- Collaborated with colleagues to discuss market information and strategies.
- Informed customers about current promotions and sales, encouraging them to take advantage.
- Evaluated the customers' needs and provided service options to meet their requirements.
- Followed up with customers ensuring their satisfaction with their purchases.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Scanned shelves and product cases to locate expired, outdated, and spoiled items.
- Helped team organize and conduct store-wide markdowns and clearance sales to move end-of season merchandise and make room for new stock.
- Positioned lifting devices under, over or around loaded pallets or boxes to secure material or products for transport to designated areas.
- Ensured timely delivery of products by accurately picking orders from storage areas.
- Operated or tended automatic stacking, loading and packaging machines.
- Collaborated with team members to complete tasks quickly and increase overall productivity.
- Unloaded and stacked materials by raising and lowering lifting devices.
Caregiver
Comfort Care
02.2015 - 03.2016
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Completed regular check-ins and progress report for each client.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Monitored clients' overall health and well-being and noted significant changes.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Recorded status and duties completed in logbooks for management.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
- Built strong relationships with clients to deliver emotional support and companionship.
Housekeeping Room Attendant
Days Inn
01.2014 - 02.2015
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Provided exceptional customer service when interacting with guests during their stay, creating a positive impression of the hotel''s commitment towards excellence.
- Maintained a professional demeanor and appearance, following hotel policies regarding uniform and grooming standards.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Promoted a safe work environment by adhering to health and safety regulations while performing duties.
Education
High School Diploma -
Parkway Center City High School
Philadelphia, PACosmetologist -
Empire Beauty School
Philadelphia, PA09.2024
Skills
- Safety Protocols
- Customer Service
- Money Transfer Systems
- Driving and Transportation
- Sales and Marketing
- Shipping and Packaging
- Critical Thinking
- Balancing ATM Machines
- Problem-Solving Skills
- Account Management
- Call Center Operations
- Customer Communication
- Advanced Research Skills
- Cash Register Operations
- Information Validation
- Fraud Investigations
- Consumer Banking
- Loan Applications
- Packing and Unpacking
- Team Support and Collaboration
- Multitasking
- Problem-Solving
- Health and Safety Regulations
- Forklift Operation
Timeline
Universal Banker
M&T Bank
01.2022 - 08.2023
Warehouse/Driver
Amazon
06.2021 - 01.2022
Driver
Uber
05.2019 - Current
Cashier-Overnight Stocker
Walmart Supercenter
04.2016 - 10.2018
Caregiver
Comfort Care
02.2015 - 03.2016
Housekeeping Room Attendant
Days Inn
01.2014 - 02.2015
High School Diploma -
Parkway Center City High School
Cosmetologist -
Empire Beauty School