Multitalented Customer Service Professional with Leadership Potential

Mercedees Graham

Email: *****************@******.***

Phone: 214-***-****

Location: Terrell, TX

SKILLS

Communication Customer Service Leadership Active Listening Microsoft Office Suite Data Entry Training Organization Adaptable Hard Worker Fast Learner Money Management WPM 45 Multitasking Time Management

EXPERIENCE

Stay-at-Home Mom April 2023 – Present

•Effectively managed daily household operations while caring for four young children under five, developing strong multitasking, time management, and organizational skills.

•Coordinated schedules, handled logistics for appointments and activities, and fostered a nurturing environment to support my children’s early education.

•Utilized problem-solving skills to address and resolve various household challenges, from managing daily routines to facilitating learning activities for my children.

Teleperformance

Customer Service Representative Oct 2022 – Apr 2023

•Addressed and resolved customer inquiries across multiple channels including phone, email, chat, and social media, ensuring a seamless service experience.

•Managed complex escalations, providing calm, effective resolutions while adhering to company policies.

•Documented interaction details for audit and reporting purposes, contributing feedback aimed at improving call handling procedures. The CMI Group

Team Lead Jan 2021 – Apr 2022

•Led a team in daily activities, ensuring effective skill enhancement and management of operational functions.

•Conducted call quality assessments, ensuring compliance and productivity, and provided constructive feedback to agents for continuous improvement.

•Facilitated performance evaluations and provided targeted coaching, reinforcing key performance metrics and attendance expectations. Customer Service Representative Jun 2019 – Jan 2021

•Provided comprehensive customer service through various communication channels, ensuring effective resolution of inquiries, ranging from product selection to troubleshooting.

•Conducted research to identify and implement appropriate solutions, demonstrating proactive follow-up to achieve full issue resolution.

•Maintained a high standard of customer care, utilizing active listening and empathy, while fostering a culture of continuous learning. EDUCATION

Ford High School Quinlan, TX

•Honor Roll

•Perfect Attendance Awards

AWARDS

•High GPA

Graduated: May 2019

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