Tonya Mercer

• Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Processed customer orders and accurately handled payment transactions.
• Met customer service goals and exceeded customer expectations.
• Counted money in drawers at beginning and end of each shift.
• Utilized POS system to handle customer cash and credit card transactions.
• Filing, bookkeeping, and typical office work.

• Assisted clients with activities of daily living, promoting independence and quality of life.
• Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
• Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
• Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.

I answered the phone and spoke with the doctor's office or members about medical insurance.

Check for medical benefits for their job insurance.

I spoke with the doctor's office about coverage and whether the member had insurance.

I spoke with members regarding coverage, bills, and HIPAA information.

• Maintained a good, calm, happy, and positive work environment for employees.
• Handled high-pressure calls and the needs of customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Processed customer orders and accurately handled payment transactions.

Filing typical office work.

Answer the phone for orders for paperwork.

I assisted my office manager with scanning and sending out daily paperwork.

Assistant, other managers, or employees with finding and locating paperwork.

• Maintained a clean and organized workspace, promoting a welcoming environment for customers.
• Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Processed customer orders and accurately handled payment transactions.
• Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
• Met customer service goals and exceeded customer expectations.
• Resolved customer complaints and maintained clean and tidy checkout area.
• Developed and managed relationships with customers to increase customer loyalty.
• Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.