Customer Service Call Center

LaToya L.H. Mercer ~Phone: 336-***-****

~**** Vernon Place, High Point, NC 27260

~*************@*****.***

Core Competencies

Communication Skills, written and oral

Computer Skills (Microsoft)

Excellent and reliable Customer Service Skills

Decision-Making skills

Over five years of call center experience

Customer Service Loyalty

Motivated and enthusiastic at upselling

Problem Solving Skills

Team building of staff’s rapport

Performed scheduling of staff

Managed staff of 2 to 20 employees

Staff Trainer and Mentor

Highlights of Relevant Experience

Independently sold 120 coffee mugs during store promotion in 30 days.

Created and designed featured Valentine’s Day basket for store sales. Basket design idea was then copied and modeled in all other store franchises.

60% of time spent on front counter sold out of at least one featured item.

Achieved Top Sales 4 weeks in 1 quarter.

Quality Controlled Efficiency Surveys were at 100% accuracy.

Professional Experience

Sagility Health (formerly HGS Healthcare), Humana Outreach Specialist, El Paso, Tx June 2022-Present / Salary: $23,800 per year

Duties: Responsible for calling for and retrieving medical records, collecting Healthcare Effectiveness Data and Information Set (HEDIS).

Entrepreneur, Caterer, High Point, NC (currently) April 2008-Present / Salary: varies per year

Duties: Meet with customer, design menu, cook, assemble, and deliver food based on customer’s request, need and budget.

Ralph Lauren, Customer Service Representative, Tier II High Point, NC Sept. 2020-Nov. 2021 / Salary: $30,000 per year

Page 2 Mercer

Duties: Was responsible for assisting customers in finding their selected items, addressing inquiries, concerns and working to resolve any issues.

Verizon, Customer Service Representative, Greensboro, NC March 2018-Sept. 2020 / Salary: $25,000 per year

Duties: Responsible for assisting customers, addressing concerns, and finding resolutions.

Speedway, Assistant Manager, Ahoskie, NC March 2016-March 2018 / Salary: $25,000 per year

Duties: Was responsible for payroll, scheduling of 6 staff members, inventory count and ordering.

Maxway, Assistant Manager, Scotland Neck, NC March 2014-May 2014* / Salary: $25,500 per year

Duties: Was responsible for payroll, scheduling of 25 staff members, inventory count and ordering.

Kangaroo, Cashier, Emporia, VA Sept. 2013-March 2014 / Salary: approximately $20,000 per year

Duties: Cashed out customers, increased efficiency of customer service, stocked store, performed cleaning and organization of store.

McDonald’s, Supervisor, Murfreesboro, NC, Williamston, NC, Ahoskie, NC Feb. 2010-Sept. 2013 / Salary: $26,000 per year

Duties: Managed a staff of 10, did cash deposits, scheduling, and served as fill in as needed.

Helpful Hands, Home Health Aide, Murfreesboro, NC April 2009-Feb. 2010 / Salary: $15,000 per year, part time- 15 hours per week

Duties: Provided home care assistance to clients with daily needs.

Wilco Hess, Cashier, Murfreesboro, NC Sept. 2008-May 2009 / Salary: $20,000 per year

Duties: Cashed out customers, increased efficiency of customer service, stocked store, performed cleaning and organization of store.

Kentucky Fried Chicken, Supervisor, Richmond, VA Jan. 2007-Sept. 2008 /appropriately Salary: $25,000 per year

Duties: Managed a staff of 10, did cash deposits, scheduling, and served as fill in as needed.

Valero, Cashier, Richmond, VA May 2005-Dec. 2006 / Salary: appropriately $20,000 per year

Duties: Cashed out customers, increased efficiency of customer service, stocked store, performed cleaning and organization of store.

Duck Thru, Cashier, Franklin, VA March 2000-May 2003 and Duck Thru, Cashier, Murfreesboro, NC May 2003-March 2005* / Salary: $17,000 per year

Page 3 Mercer

Duties: Cashed out customers, stocked store, performed cleaning and organization of store.

NC Department of Education, Bus Driver, Gatesville, NC Jan. 1998-April 2003 / Salary: approximately $35,000 per year

Duties: Drove bus for the county. Ensured safety of children getting to and from school. Was responsible for driving during trips.

*In early 2005, I moved from Murfreesboro, NC to Richmond, VA and found employment there. In 2014, I was terminated after I was unable to return to work in the allotted time, following a car accident in May 2014. I went back to full-time work in March 2016.

Education

Elizabeth City State University, studied Business and Economic Finance, degree not obtained, 2001-2003

Gates County High School, Diploma, 1999

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