Mercedes Zerpa

**** **** ***** ***. ***, Doral, FL 33166

1-786-***-****

acxfsj@r.postjobfree.com

SUMMARY

More than seven year of experience in Business Management and Call Centers, finance and sales. Emphasizes process improvement to increase profits and customer satisfaction.

SKILLS

Food Handler, Manager and Responsible Alcohol Training

Customer Services and Sales

QuickBooks / Peach3 Accounting Software.

Microsoft Excel, word and PowerPoint.

Internet / Social Media.

Human Resources.

Perform Research/Recruiting.

Office Management/Executive Administration.

Excellent Communication.

High level of professionalism and confidentiality of information.

Telemarketing

EXPERIENCE

Shift Supervisor

HMS HOST Miami International Airport (2015-2016)

Supervises the day-to-day activities of Shift in each store, associates, and other non-management associates

Assigns work responsibilities, prepares schedules, and ensures that all shifts are covered

Prepares daily orders, ensures units are stocked with appropriate levels of product and coaches Shift Supervisors on order procedures

Conducts and coordinates on-the-job training for associates, and ensures all associates receive basic skills training to perform their jobs

Resolves routine questions and problems and refers more complex issues to higher levels

Provides recommendations for hiring, firing, advancement, promotion or any other status change of associates within the store

Administrative and Sales Manager

Digismart USA INC (2008-2012)

CRM Database QuickBooks / Peach3.

Financial statements and reports, including the profit and loss statement and balance sheet.

Accounts Payable / Accounts Receivable

Convert sales lead calls into client relationships.

Financial proposals to prospective clients.

Coordination of office functions, meetings, outings, off-sites etc.

Manager Dealer Authorized Telecommunications Movilnet.

Electronic D. Z. (2003-2007)

Coordination of purchases and sales to Company.

Attracts potential customers by answering product and service questions; suggesting information about products and services

Recommends potential products or services by collecting customer information and analyzing customer needs.

Financial statements inventory and reports.

Supervisor Call Center Customer Service

Telecommunications Movilnet. (1994-2004)

Coordinator of inbound, outbound prospecting and generating new business through agency lead & referral marketing programs to call center.

Trained new employees on company customer service policies and service level standards

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Recommended and helped customers select product and services based on their needs.

Supervise call center agents

Increase percentage on calls answered

Monitoring call center Agents

Maintain quality service by establishing and enforcing organization high standards.

Work with Microsoft Office

Meet sales goals

Prepare daily sales reports by collecting, analyzing, and summarizing information.

EDUCATION

University of Venezuela, Accounting (Four years). QuickBooks, CRM, Marketing, Sales, Manager, Taxes. Continuing Education Miami Dade College.

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