Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yasmin Mercado

Jacksonville,FL

Summary

Dedicated professional with experience spanning warehouse operations, team mentoring, and customer service. Trusted at Amazon as a Learning Ambassador and Problem Solver, training new hires, supporting team performance, and ensuring workflow efficiency. Previous background in financial services and systems testing (Citibank, VRU Tester) adds strong communication, problem-solving, and quality assurance skills. Recognized for reliability, adaptability, and the ability to step into leadership roles in fast-paced environments.


Overview

2026
2026
years of professional experience

Work History

Amazon Associate

Amazon
02.2022 - Current
  • Sort, scan, and process high volumes of packages accurately and efficiently.
  • Operate pallet jacks and equipment to organize and stage shipments.
  • Maintain a clean, safe, and organized workspace in line with company safety standards.
  • Meet and exceed productivity metrics while working in a fast-paced environment.
  • Collaborate with team members to ensure timely and accurate order processing.
  • Selected as a Learning Ambassador to train, coach, and mentor new associates on safety, quality, and productivity standards.
  • Serve as a Problem Solver, identifying package issues, resolving discrepancies, and assisting team members in overcoming obstacles.
  • Stage and load trailers, organizing packages and freight to ensure accuracy, safety, and on-time departures.
  • Coordinate workflow as a Waterspider, opening and closing carts/shuttles and ensuring packages were loaded onto trailers on time to meet customer promised delivery dates.
  • Operated forklifts and other warehouse equipment to transport, stage, and organize pallets.
  • Recognized for leadership, teamwork, and ability to maintain high performance in a fast-paced environment.

VRU Tester

Citibank
02.2010 - 02.2013
  • Ensured compliance with industry standards by rigorously following established testing methodologies and best practices.
  • Identified critical bugs through thorough testing processes, enhancing overall product performance.
  • Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.
  • Conducted functional and regression testing of Voice Response Unit (VRU) systems to verify call flow accuracy, menu options, and proper system responses.
  • Identified, documented, and reported system defects and call routing issues to development and QA teams.
  • Executed test scripts and created new scenarios to validate system performance during updates and releases.
  • Collaborated with developers, project managers, and business analysts to ensure quality standards were met before deployment.
  • Assisted in user acceptance testing (UAT) and supported troubleshooting during production rollouts.
  • Partnered with cross-functional teams to improve system reliability and customer experience through thorough testing and feedback.
  • Contributed to training and knowledge sharing for new testers joining the team.

Customer Service Representative, Home Depot Credit

Citibank
2005 - 2010
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

No Degree - Forensic Psychology

Southern New Hampshire University
Road Manchester, NH
05-2028

High School Diploma -

Carmen Belen Veiga
Juana Diaz, Puerto Rico
05-1996

Skills

  • Client support

  • Prioritization and scheduling

  • Strong focus on accuracy

  • Proficient in computer applications

  • Demonstrated leadership abilities

  • Workplace safety

  • Courteous and professional

  • MS office

Languages

Spanish
Native or Bilingual

Timeline

Amazon Associate

Amazon
02.2022 - Current

VRU Tester

Citibank
02.2010 - 02.2013

Customer Service Representative, Home Depot Credit

Citibank
2005 - 2010

No Degree - Forensic Psychology

Southern New Hampshire University

High School Diploma -

Carmen Belen Veiga

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