Yheon Mercado
Brooklyn,NY
Summary
Dynamic customer service professional with experience at TSI, excelling in active listening and critical thinking. Proven ability to enhance customer satisfaction through effective issue resolution and CRM software utilization. Adept at managing high-volume interactions while maintaining professionalism, contributing to improved service delivery and team collaboration.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
National Grid
Brooklyn, NY
06.2025 - 08.2025
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized CRM software to track customer interactions and maintain detailed records.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
- Adapted quickly to changing processes, ensuring compliance with company policies and protocols.
- Managed high-volume calls, maintaining professionalism and composure in challenging situations.
- Participated in training programs to enhance product knowledge and customer service skills.
- Managed approximately 30 incoming calls
Assistant Manager
Juans Metal/Gershow Recycling
Brooklyn, NY
01.2020 - 07.2023
- Streamlined daily operations and team scheduling to improve workflow.
- Scheduled new client appointments while maintaining existing commitments.
Personal Assistant
Quality Family Care
06.2020 - 03.2021
- Managed daily schedules, prioritizing appointments and tasks for optimal time efficiency.
- Coordinated communication between family members and healthcare providers to ensure seamless information flow.
- Assisted in organizing household activities, maintaining a structured environment conducive to family needs..
- Completed household tasks by assisting with laundry, light housekeeping and grocery shopping.
- Assisted with medication management.
Administrative Assistant
Goodfriend self storage
Brooklyn, NY
06.2019 - 03.2020
- Assisted clients with reservations and contract inquiries through effective phone communication.
- Resolved customer issues to enhance satisfaction and retention.
- Maintained accurate records of storage unit availability and vacated units.
Education
GED -
University of The State of New York
United States06.2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- CRM software
Languages
5,5
Timeline
Customer Service Representative
National Grid
06.2025 - 08.2025
Personal Assistant
Quality Family Care
06.2020 - 03.2021
Assistant Manager
Juans Metal/Gershow Recycling
01.2020 - 07.2023
Administrative Assistant
Goodfriend self storage
06.2019 - 03.2020
GED -
University of The State of New York