Wendy Mercado
USAA
Phoenix,AZ
4
years of professional experience
Detail-oriented professional with experience in problem-solving, dispute resolution, and handling sensitive information. Skilled at reviewing complex information, following procedures, and accurately documenting findings while maintaining professionalism in high-volume environments.
Work History
Bank Sales & Service Contact Center Representative III
1 Year 10 Months- Provide consultative support through deposit servicing, credit card servicing, profile recovery, and dispute resolution in a fast-paced, high-volume contact center.
- Build and maintain trusted member relationships through needs-based conversations and personalized financial solutions.
- Maintain strict adherence to compliance, regulatory, and risk management requirements while serving as the team's Compliance Point of Contact.
- Consistently perform in a metrics-driven environment while balancing member satisfaction, quality, and production goals.
- Maintain strict attention to detail while handling sensitive financial information and ensuring accurate account documentation.
- Demonstrate strong risk awareness and sound judgment when reviewing account activity and addressing complex member situations.
- Apply consultative sales skills to identify member needs and recommend appropriate banking solutions.
Administrative Assistant
1 Year- Managed inbound calls and maintained strong client relationships while providing exceptional service.
- Assisted with client acquisition, scheduling, and accurate documentation.
- Balanced competing priorities while delivering professional support in a fast-paced environment.
Manager
1 Year 3 Months- Drove sales growth and customer retention through exceptional service and team leadership.
- Trained employees on customer engagement and upselling techniques.
- Managed daily operations and delivered results in a high-volume environment.
Intake Specialist
6 Months- Conducted intake interviews and maintained sensitive documentation with accuracy.
- Built rapport with clients while resolving concerns using strong communication and de-escalation skills.
Education
High School Diploma
Skills
Regulatory and compliance knowledge
High volume work environment
Confidential information handling
Complex problem solving
Timeline
Bank Sales & Service Contact Center Representative III
USAA
12.2024 - CurrentRead More
Administrative Assistant
Beautiful Pathways Behavioral Health
12.2023 - 12.2024Read More
Manager
Two Hands Corn Dogs
05.2023 - 08.2024Read More
Intake Specialist
Ascend Behavioral Health & Wellness
11.2022 - 05.2023Read More
Barry Goldwater High School
High School Diploma
Read More