Summary
Overview
Work History
Education
Skills
Timeline
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Mercedes Hayes

Shreveport

Summary

Dedicated Customer Service Specialist with a proven ability to prioritize and multitask effectively in fast-paced environments. Recognized for seamless collaboration within teams to achieve personal and organizational objectives while managing escalated customer support issues. Possesses strategic sales knowledge complemented by expertise in credit card processing, SAP invoice processing, and ACD systems. Known for a high-energy attitude, creative problem-solving skills, and a commitment to quality assurance, ensuring exceptional service delivery and effective complaint resolution.

Overview

7
7
years of professional experience

Work History

Rural Mail Carrier Associate

United States Post Office
08.2024 - 03.2025
  • Delivered mail and packages efficiently across rural routes, ensuring timely service to diverse customers.
  • Managed sorting and distribution of mail using established postal systems and procedures.
  • Maintained accurate records of delivery activities, enhancing operational accuracy and accountability.
  • Provided exceptional customer service by addressing inquiries and resolving delivery issues promptly.

Chat Specialist

Foundever
11.2022 - 04.2024
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments.

Customer Service Representative

Conduent
03.2022 - 03.2023
  • Serves customers by providing product and service information and resolving product and service problems
  • Attracts potential customers by answering product and service questions and suggesting information about other products and services
  • Opens customer accounts by recording account information.

Customer Support Advisor

Concentrix
05.2020 - 02.2022
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
  • Remained constantly aware of customer activity to ensure safe and secure shopping environment.

Member Service Supervisor

Teleperformance Shreveport
09.2018 - 02.2020
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge-bases to develop strategic solutions
  • Maintained strong knowledge-base of product options and sales promotions to better serve every customer
  • Offered exceptional customer service to differentiate and promote company brand
  • Collated customer names, contact and payment information to streamline future interactions.

Education

High School -

Huntington High School
Shreveport, LA
01.2019

Skills

  • Healthcare management
  • Effective relationship management
  • Effective prioritization in dynamic settings
  • Resolving complex customer support challenges
  • Sales strategy expertise
  • SAP software proficiency
  • Invoice management
  • Accurate data entry
  • Quality control management
  • Proficient in Microsoft Office Suite
  • Positive energy
  • Innovative problem resolution
  • Critical thinking
  • Executive management support
  • Multi-Task Management
  • Customer complaint resolution

Timeline

Rural Mail Carrier Associate

United States Post Office
08.2024 - 03.2025

Chat Specialist

Foundever
11.2022 - 04.2024

Customer Service Representative

Conduent
03.2022 - 03.2023

Customer Support Advisor

Concentrix
05.2020 - 02.2022

Member Service Supervisor

Teleperformance Shreveport
09.2018 - 02.2020

High School -

Huntington High School

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Mercedes Hayes