NICOLE A. MERCADO
San Gabriel,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Fujifilm Manufacturing USA
09.2021 - 03.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Tutor
Pasadena City College
01.2018 - 08.2020
- Provided homework assistance using specific curriculum and materials.
- Supported students with helpful study habits and exam strategies.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
- Increased student comprehension by utilizing personalized teaching methods and adapting to individual learning styles.
- Developed student confidence through positive reinforcement strategies.
- Provided constructive feedback on assignments, helping students improve their writing and problem-solving skills.
- Tutored diverse groups of students to strengthen subject comprehension, boost confidence and build important learning skills.
Culinary Associate
Culinary Staffing Service
09.2012 - 07.2017
- Demonstrated excellent knife skills when preparing proteins and vegetables for efficient cooking times.
- Developed creative daily specials that showcased unique flavors and ingredients, attracting new customers to the establishment.
- Enhanced overall dining experience through skillful plate presentation and attention to detail.
- Consistently met or exceeded prep time goals, resulting in smoother service during peak hours.
- Worked closely with front-of-house staff to address any guest concerns or dietary restrictions promptly and professionally.
- Improved customer satisfaction by consistently delivering high-quality dishes in a timely manner.
- Provided support during large catering events by efficiently preparing dishes according to set timelines.
Education
Associate of Arts - Early Childhood Special Education
Pacific Oaks College
Pasadena, CA05.2022
Associate of Science - Engineering Technology
Pasadena City College
Pasadena, CA08.2018
Associate of Arts - Natural Sciences
Pasadena City College
Pasadena, CA08.2018
Associate of Arts - Humanities
Pasadena City College
Pasadena, CA08.2018
Associate of Science - SOCIAL AND BEHABIORAL SCIENCES
Pasadena City College
Pasadena, CA08.2018
High School Diploma -
Chino Hills High School
Chino Hills, CA06.2012
Skills
- Organization
- Customer Focus
- Account updating
- Clerical Support
- Call center experience
- Microsoft Outlook
- Microsoft Excel
- Critical Thinking
Timeline
Customer Support Specialist
Fujifilm Manufacturing USA
09.2021 - 03.2022
Tutor
Pasadena City College
01.2018 - 08.2020
Culinary Associate
Culinary Staffing Service
09.2012 - 07.2017
Associate of Arts - Early Childhood Special Education
Pacific Oaks College
Associate of Science - Engineering Technology
Pasadena City College
Associate of Arts - Natural Sciences
Pasadena City College
Associate of Arts - Humanities
Pasadena City College
Associate of Science - SOCIAL AND BEHABIORAL SCIENCES
Pasadena City College
High School Diploma -
Chino Hills High School
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