Mercy Wilson
FORT WORTH,Texas
Summary
Strategic and result-driven Customer service Representative with over 8 years of broad-based experience in Business operations, account management, client relations and new business development. Recognized as a creative thinker with strong analytical skills that aligns with business strategy to meet business objectives within acceptable level of risk. Equipped with excellent communication skills, ability to multi-task and prioritize work possesses, strong sense of leadership with a commendable record of accomplishment. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Mush Services
Dallas, TX
06.2021 - Current
- Managed customer inquiries and complaints in a professional manner.
- Developed and executed customer success strategies to increase retention rates.
- Implemented feedback loops from customers into product development processes.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
- Reviewed completed work to verify consistency, quality, and conformance.
- Created reports outlining customer usage and retention metrics.
- Worked closely with marketing team to create content that educates customers about our services.
- Implemented quality control measures to uphold company standards.
Business Analyst
HCI Group
Jacksonville, FL
12.2018 - 05.2021
- Conducted and administered administrative system to ensure top-notch deliverables
- Communicated to key stakeholders to determine project requirements and objectives
- Ensured department and project objectives are achieved within the budget and offered assistance in systems administration and application
- Specialized in healthcare Information Technology, specifically focusing on the Electronic Medical Record System by Epic
- Identified project needs by reviewing project objectives and schedules
- Analyzed management techniques, processes, and styles for improving organizational effectiveness of Data Management and Data Validation
- Proposed, reviewed and approved modification to project plans
Project Manager
Access Bank PLC.
Lagos, Nigeria
12.2014 - 10.2018
- Handled accounting operations such as updating journal entries, pursuing collections and reconciling accounts
- Prepared month-end closing entries for detailed reporting and recordkeeping
- Supervised accounting tasks, which included accounts payable and receivable, general ledger management and expense reporting oversight
- Oversaw cash flow, controlled costs, and financial matters
- Produced accurate and compliant financial statements, reports, documentation, and budget frameworks
- Evaluated and approved billing invoices and expense reports to monitor and ensure cash flow and cost containment
- Managed payroll processing and changes for employees
- Planned, directed and monitored regulatory operations, tax reporting and audit compliance
- Delivered actionable recommendations to enhance strategic direction and day-to-day accounting operations
- Reviewed and approved contracts, expenditures, and purchase orders
- Organized financial information and modeled data for trend forecasting
Education
Bachelor of Science (BSC) - Business Administration And Management
Ahmadu Bello University
Zaria,11.2013
Skills
- Good communication strategies
- Complaint resolution
- Focused on customer satisfaction
- Verbal and written communication
- Service delivery optimization
- Problem-solving
- Conflict management
- Customer relationship management (CRM)
- Research and due diligence
- Inter and Intra personal communication
- MS Word
- Excel
- Outlook Proficiency
- Excellent customer service skills
- Data gathering Analysis
- Ability to multi-task
- Microsoft access
- Expert knowledge of SQL
- Relational Data Base Processes
- Software Development Life cycle (SDLC)
- Critical and Analytical Thinking
- Business Analysis
- Strategic and Business Planning
- Quantitative and Qualitative Research
Certification
- Business Analysis Training, Dallas, Texas, 09/01/23
- Business Analysis Fundamental Course Certificate, 07/01/23
- All-Lines Adjuster Certified, 11/01/22
- Marketing Strategy for Business Certification, 10/01/19
Timeline
Customer Service Manager
Mush Services
06.2021 - Current
Business Analyst
HCI Group
12.2018 - 05.2021
Project Manager
Access Bank PLC.
12.2014 - 10.2018
Bachelor of Science (BSC) - Business Administration And Management
Ahmadu Bello University
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