Stephanie Mercado
Riverside,CA
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
20
20
years of professional experience
Work History
Business Analyst
UCPath
10.2021 - Current
- Interact with internal customers to understand business needs and translate into requirements and project scope.
- Collaborate with stakeholders to define project objectives and criteria.
- Perform gap analysis to identify areas of improvement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Generated ad-hoc reports to evaluate specific business requirements.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Conducts research and analysis to provide optimal solutions.
- Facilitate collaboration among departments and locations to ensure successful implementation of system and process enhancements.
Interim Supervisor Employee Services
UCPath
07.2020 - 10.2021
- Managed a team of 12 new hires, providing training, system support, and fostering professional development.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Manage high-level escalations while ensuring optimal customer service for both internal and external stakeholders.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve opportunity areas.
- Boosted team performance by developing customer service training materials and conducting training.
- Hiring Panel for multiple positions within UCPath
SR. Employee Service Associate
UCPath center
03.2018 - 10.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted customer loyalty and improved implementation of solutions by personalizing interactions.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Created and Implemented the Settlement Agreement business process and managed communication with UCPath, Labor Relations, Employees, and Locations.
- Attended and actively engaged in UC Location onboarding sessions.
- Developed New Hire Curriculum and training plans for all ES Staff.
Employee Service Associate
UCPath center
01.2017 - 07.2020
- Provide benefits, payroll and HR support to employees
- Service employees through multiple contact channels simultaneously
- In-depth knowledge of UC Policy and Procedures High level customer service, Investigate and Research employee inquires, Escalate necessary cases to appropriate departments, Understand and utilize UC resources, PeopleSoft, Salesforce, Detailed and high level case documentation, Guide customers through self-service UC sites available to them, Knowledgeable on UCPath Self Service Portal
Regional Coordinator
Sysco Guest Supply
03.2012 - 12.2016
- Managed development and implementation of new processes and procedures
- Development and Oversight of relocation strategy
- Partnered with Non-Profit Organization "Clean The World" and rolled out partnership across nation. Lead outreach presentations in Hawaii.
- Shared services operation providing high levels of service
- Managed inventory and logistics for hotel openings
- Investigate and reconcile inventory issues in the People Soft System
- Conducted regular evaluations of employee knowledge and skills, adjusting training strategies to close gaps.
- Planned, designed, and scheduled phases for large projects.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Conducted individual meetings between parties, utilizing empathetic listening skills and documenting relevant details.
Customer Service Representative
Sysco Guest Supply
10.2008 - 03.2012
- Onboarded and trained customer representatives to meet performance and service goals.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Created reporting systems to track customer service performance and improve insight.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Escrow Assistant
Commerce Title
03.2006 - 04.2008
- Scheduled closing appointments for seller and buyer or arranged for delivery of documents for out of area closings.
- Returned executed loan packages to lender for review and approval in accordance with lender instructions.
- Scheduled signings and gathered required paperwork.
- Maintained open communication with lenders, brokers and borrowers.
- Examined purchase and sale agreement for potential items of concern and addressed immediately.
- Obtained documents such as proof of insurance and HOA statements.
- Prepared estimated closing statements for buyer and seller.
Asst Manager
The Edge
01.2004 - 03.2006
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
High School Diploma -
Ramona High School
06.2003
Skills
- CRM - Salesforce
- PeopleSoft
- JIRA
- System Testing
- Business Process Improvement
- Change Management
Timeline
Business Analyst
UCPath
10.2021 - Current
Interim Supervisor Employee Services
UCPath
07.2020 - 10.2021
SR. Employee Service Associate
UCPath center
03.2018 - 10.2021
Employee Service Associate
UCPath center
01.2017 - 07.2020
Regional Coordinator
Sysco Guest Supply
03.2012 - 12.2016
Customer Service Representative
Sysco Guest Supply
10.2008 - 03.2012
Escrow Assistant
Commerce Title
03.2006 - 04.2008
Asst Manager
The Edge
01.2004 - 03.2006
High School Diploma -
Ramona High School
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