Yvette Mercedes
Penske Corp
Lauderdale,PA
1
Language
28
years of professional experience
Experienced operations and customer service professional with leadership in repair coordination, vendor management, and issue resolution. Known for dependability, teamwork, and clear communication across customers, facilities, and leadership.
Bilingual professional with a background in customer service, court coordination, and repair support. Trusted for time management, collaboration, and accurate communication in English and Spanish. Ready to support efficient operations, dependable service, and positive outcomes for stakeholders.
Work History
Lead Outside Repair Coordinator
8 Years 7 Months- Coordinated repair activities with external vendors to ensure timely vehicle repairs and minimize downtime.
- Coordinate repair activities with external vendors to ensure timely vehicle repairs and reduced downtime.
- Managed high-priority and escalated repair orders, resolving critical issues efficiently.
- Serve as a liaison between vendors, customers, maintenance facilities, and leadership teams.
- Monitor repair order aging and ensure consistent follow-up on critical cases.
- Coach and support team members by providing guidance on repair processes and next-step decision making.
- Assisted in process improvements that streamlined operations and boosted customer satisfaction.
- Communicate repair status updates and recommendations to key stakeholders.
Bilingual Customer Service Representative
6 Years 11 Months- Resolved taxpayer inquiries in English and Spanish regarding account balances, payment options, and filing requirements.
- Answered high-volume phone calls, triaged requests, and routed complex issues to appropriate staff.
- Explained earned income tax procedures clearly to residents, reducing confusion and repeated follow-up questions.
- Processed tax payments, updated records, and verified account information for accuracy and compliance.
- Processed and auditing local tax returns, processing refunds.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Communicated with management when customer issues escalated and worked to find resolutions.
- All other duties as assigned.
Bilingual Court Coordinator
12 Years- Issued mental health court orders to ensure appropriate care and legal compliance for individuals in the justice system
- Processing Gun Forms
- Meet with Deputy Sheriffs and judges for signature of orders
- Scheduled and attended mental health hearings as needed
- Processed paperwork before and after hearings completed
- Data Entry
- Translate for Spanish speaking individual
- Transcribe paperwork as needed
- Covered front desk as needed
- Running courier to other agencies
Education
Associate of Science - Criminal Justice
Skills
Vendor coordination
Leadership skills
Delegation
Teamwork and collaboration
Customer service
Time management
Task prioritization
Dependability
Reliability
Accomplishments
- Supervised team of 20 staff members.
- Received leadership awards
- Received individual awards for excellance
Languages
Spanish
Native or Bilingual
Timeline
Lead Outside Repair Coordinator
Penske Corp
03.2018 - CurrentRead More
Bilingual Customer Service Representative
Berks Earned Income Tax Bureau
11.2010 - 10.2017Read More
Bilingual Court Coordinator
Service Access Management
10.1998 - 10.2010Read More
Berks Technical Institute
Associate of Science from Criminal Justice
Read More