Delaine Mercer

West Deptford, NJ *****/adyoqa@r.postjobfree.com/ adyoqa@r.postjobfree.com / 856-***-****

SUMMARY

Self-motivated Customer Support Specialist with 10 years customer service and software support experience. Excellent communication skills with strong attention to detail, organized and multitask oriented. Problem solver, and will go above and beyond to reach customer satisfaction. Highly professional and able to speak clearly and confidently. Have received kudos for my ability to handle difficult customers in a pleasant, calm manner. I welcome new challenges, and am eager to service to your customers.

WORK EXPERIENCE

ESIS Inc. – ( A Chubb Company )

Philadelphia, PA

January 2019 to current

Supported risk management proprietary software application for Claims.

Use multiple systems to verify and confirm accurate data..

Document incidents in ticketing system. ( Track It, Service Now).

Escalate software and hardware issues to level 2.

Support and triage of internal/external employees and client end users.

Create and terminate user ID access

Issue password resets.

Resolve login issues.

Provide training for new users.

Interact with outside management and leadership teams,,account managers, and other inter department personnel.

Analyze reports, research and test data discrepancies.

Escalated data issues to Data Quality, Level 2 & 3 to resolve.

Follow up with client and internal users upon resolution.

Generate monthly Reports in Microsoft Excel 7, 10.

Use of Microsoft Office 7,10, MS Outlook 2016, 365, and Windows 7, 10

Extensive use of Internet Explorer, and Google Chrome.

Conduent – Project Based Benefits Customer Service Specialist

Cherry Hill, NJ 09/2018 – 10/2018

Answer high volume calls in busy Call Center

Service and administration of client benefits

Assist 500+ clients with open enrollment process

Process benefit elections through Citrix software

Manage client specific benefits account

Solve problems related to benefits

Make changes to client accounts

Multitask – input data while talking to client

Leap Academy University Charter School - Teacher Fellow

Camden, NJ

08/2017 - 06/2018

Taught 4th – 6th grade ELA/Social Studies Curriculum.

Planned, designed, implemented, and executed Lessons.

Demonstrated excellent written and verbal communication.

Supervised 21 – 120 students in cafeteria, hallways, and special assemblies.

Worked with Microsoft 365 and Windows 7.

Assisted Office Manager and Administration.

Interacted with administrators,, colleagues and parents via email, phone and face to face.

Collaborated with colleagues, and administration on improvements to curriculum.

Completed Professional Development Trainings.

Recorded and collected student Standardized tests results data.

Bancroft - Para Professional

Mt. Laurel, NJ

06/2012 – 08/2017

Provided assistance and support to Teacher in the planning and implementation of classroom instruction.

Utilized top notch customer service skills. Keen written and oral communication skills.

Multitasked balancing full time college classes with full time work, while being a wife and mother.

Exercise good time management, and prioritizing tasks.

Demonstrated flexibility and troubleshooting. Plans can quickly change and needed to have backup plan.

Substitute Teacher

Collaborated with classroom teacher in planning and execution of lesson plans.

Speak with confidence to support and assist students with learning.

Manage behavior through various forms of behavioral management techniques.

Excellent communication skills and customer service.

Set up and organize classroom.

Substituted for special education teacher and worked well within team.

Fairleigh Dickinson University - Fulltime Student

Teaneck, NJ 01/2010 – 05/2012

B.A. - English GPA 3.8

Aerotek Professional Services - Customer Service Product Specialist

Solvay Solexis Incorporated - West Deptford, NJ 10/2008 – 12/2009

Answered high volume inbound calls.

Extensive written and oral communication.

Entered and tracked customer purchase orders from start to finish.

Provided customer with product information, pricing and availability.

Arranged third party shipments.

Interacted with other department personnel and Management.

Generated monthly reports via MS Excel spreadsheets.

Followed up with customer via email, telephone, and fax.

Resolved past due Invoice discrepancies.

Offered suggestions for departmental improvements.

Trained customers on navigation of company website.

Toppers LLC - Customer Service

Thorofare, NJ 4/2005 - 10/2008

Telephonic support of customer orders.

Entered orders for wholesale items.

Use of proprietary software.

Tracked orders from start to finish.

Followed up with customer via email, telephone and fax.

Interact with other departments to insure customer ETA.

Third party tracking (UPS, Fedex, etc).

Home Management 07/2001 – 04/2005

West Deptford, NJ

Provided fulltime childcare for toddler and new baby

Tek Systems - Helpdesk Support Specialist – Contract: Okidata

Plymouth Meeting, PA 8/2000 - 07/2001

Strong customer Service.

Telephonic support of software/hardware for remote salesmen and internal employees.

Dispatched Level 2 for hardware and software replacements.

Troubleshoot hardware and software problems for in-house and remote users.

Knowledge and use of Win NT, Win 98,2000, XP, Microsoft Office 97, 2000 and * MS Outlook, Exchange

and IE 6.0, Lotus Notes 5.0.

Coordinated training for new hires.

Generated monthly reports in MS Excel and PowerPoint.

Multi task oriented.

Strong written and oral communications skills.

Tracked calls to resolution through ticketing system in Lotus Notes.

ADP/Bridge Information Systems Inc. – Help Desk Support Analyst

Mount Laurel, NJ 08/1990 – 08/2000

Telephonic support of software, hardware and ADP applications for 10,000+ client end users.

Worked in fast paced, high volume Call Center.

Multi task oriented.

Account Management of Major Brokerage Firms (Smith Barney, Legg Mason, Piper Jaffray).

Strong written and oral communication skills.

Knowledge of Brokerage Industry and Market Data Services.

Troubleshooting skills in Network LAN, WAN and TCP/IP configurations issues.

Extensive use of Ticketing Systems – Vantive, Remedy and ADP CSC.

Analyze and determine causes of server outages.

Track all service issues to resolution, escalating when necessary.

Dispatched IBM Field Engineers and ensured all ETA's were met.

Generated monthly Crystal Reports for key Clients.

EDUCATION

LinkedIn Learning – Self taught

Currently pursuing CompTia A+ Certification to increase skills.

Fairleigh Dickinson University

B.A./M.A. degree credits in English Secondary Education

Teaneck, NJ

Gloucester County College

A.A in Education

Sewell, NJ

SKILLS:

Troubleshooting hardware, software and TCP/IP Network issues, Windows XP, 7,10, Microsoft Office Word, Power Point, Excel, 2000, 2016, 365, Internet Explorer 10, SAP, Google Chrome, Google Docs, Cloud, IPhone, Android, IPad Smart devices, Vantive, and CSC Ticketing systems.

ADDITIONAL INFORMATION

Member of Phi Omega Epsilon Honor Society

Contact this candidate