Customer Service / Executive Assistant

**** ****** ***** *******, ******, US, ***** •

********.********@*****.*** • 848-***-****

MERCEDES GUILFORD

Customer Service/Resolutions Manager

PROFESSIONAL SUMMARY

Results-driven professional with 10+ years of experience in project management, executive support, and customer service leadership. Skilled in leading cross-functional teams, optimizing workflows, and managing high-stakes communications. Expertise in improving customer satisfaction, streamlining operations, and delivering results under tight deadlines. Proficient in CRM systems, process improvements, and strategic planning. A dedicated leader committed to operational excellence and innovation.

EMPLOYMENT HISTORY

CUSTOMER SERVICE/RESOLUTIONS MANAGER Aug 2020 - Jul 2024 Hoodsly

• Managed and resolved customer inquiries through phone, email, and chat, achieving a significant increase in customer satisfaction metrics.

• Analyzed CRM data to identify service gaps, implement solutions, and enhance overall performance.

• Trained and mentored team members to maintain service standards and achieve department KPIs.

• Developed and streamlined processes to reduce negative reviews and improve operational efficiency. EXECUTIVE ASSISTANT & PROJECT MANAGER (CONTRACT) Jan 2020 - Apr 2020 Promise Resource Network

• Directed branding initiatives and established operational frameworks for seven organizational coalitions.

• Managed executive schedules, communications, and strategic projects, including an awareness campaign.

• Created marketing collateral to support engagement and visibility for coalition efforts. EXECUTIVE ASSISTANT (CONTRACT) Jul 2019 - Feb 2020 Bank of America

• Provided executive-level administrative support to two senior executives, managing complex calendars and travel arrangements.

• Facilitated virtual and in-person team-building activities to enhance collaboration.

• Streamlined onboarding and offboarding processes for department staff. EXECUTIVE ADMINISTRATOR & MARKETER Feb 2016 - May 2019 Khromatix Solutions Remote

• Oversaw daily operations for the CEO, including scheduling, communications, and client engagement.

• Developed and implemented marketing campaigns, increasing client acquisition and retention.

• Managed branding efforts across digital platforms, ensuring alignment with business objectives. EXECUTIVE ADMINISTRATOR Nov 2014 - Feb 2016

Copperhead Bar & Grille

• Coordinated dining events, managed reservations, and supervised staff to ensure excellent customer experiences.

• Optimized operational processes, including payroll and scheduling, to improve efficiency. ADMINISTRATIVE ASSISTANT OF JUDICIAL AFFAIRS Sep 2010 - May 2012 Saint Vincent College

• Streamlined administrative tasks, including scheduling, data entry, and communication management.

• Designed promotional materials to support office programs and initiatives. EDUCATION

BACHELOR'S DEGREE IN BUSINESS ADMINISTRATION Sep 2009 - May 2013 Saint Vincent College Latrobe, PA

SKILLS

Project Management, Customer Service, Executive Support, Process Optimization, Leadership, Marketing, Branding, Strategic Planning, Budgeting, Resource Allocation, CRM Systems, Conflict Resolution, Performance Management, Campaign Management, Content Creation.

LINKS

LinkedIn: www.linkedin.com.

ADDITIONAL INFORMATION

KEY ACCOMPLISHMENTS

• Recipient of the Emerging Leader Program (2011)

• Served as Resident Assistant for three years, fostering leadership and conflict resolution skills

• Directed state-level youth initiatives with the Best Buddies Organization

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