MERCEDES JOHNSON
Atlanta
Summary
Customer Service Specialist with over a decade of experience in transforming customer interactions and logistics processes to achieve superior satisfaction and operational efficiency. Demonstrates exceptional skills in team collaboration, conflict resolution, and customer advocacy, enhancing service delivery and fostering a culture of continuous improvement. Passionate about leveraging innovative strategies to drive future growth and excellence in customer service environments.
Overview
2026
2026
years of professional experience
Work History
Platinum Customer Ambassador
American Express
05.2022 - Current
- Provided exceptional support to card members, ensuring swift resolution of inquiries, which enhanced customer satisfaction and loyalty.
- Streamlined dispute filing processes, leading to faster resolutions and improved compliance with federal banking regulations.
- Coordinated with cross-functional teams to address high-volume call inquiries, ensuring prompt and effective responses to customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Logistics Specialist
Tive Corporation
2020 - 2022
- Streamlined logistics processes, enabling faster inventory turnover and enhancing overall supply chain efficiency.
- Coordinated with suppliers and carriers to optimize shipping schedules, strengthening partnerships and ensuring timely product availability.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Devised routing plans and schedules to facilitate safe and timely delivery of goods.
Customer Support Specialist
City Furniture
2017 - 2020
- Provided exceptional customer service, resolving inquiries promptly and enhancing overall customer satisfaction.
- Coordinated with sales and logistics teams to address customer issues, fostering teamwork and improving service response times.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Support Specialist
Sitel
2015 - 2017
- Managed high-volume calls, achieving measurable improvements in response times and maintaining service level agreements.
- Documented customer interactions meticulously, ensuring accurate records and contributing to process optimization.
- Created user accounts and assigned permissions.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Floor Supervisor
SKECHERS USA INC
2013 - 2015
- Maintained accurate sales records and executed daily cash reconciliations, ensuring financial compliance and operational transparency.
- Supervised daily store operations, driving measurable improvements in customer satisfaction and sales performance.
- Developed and implemented strategies to improve customer service and increase sales.
- Upheld proper visual merchandising standards on retail floor and windows.
- Maintained clean and organized store environment to cultivate pleasant shopping experiences.
Education
Business -
Florida Career College
05.2022
Skills
ZenDesk
Sales Force
Standard Operating Procedures
Knowledge Base
Microsoft Office
Customer Satisfaction
Retention
Timeline
Platinum Customer Ambassador
American Express
05.2022 - Current
Logistics Specialist
Tive Corporation
2020 - 2022
Customer Support Specialist
City Furniture
2017 - 2020
Customer Support Specialist
Sitel
2015 - 2017
Floor Supervisor
SKECHERS USA INC
2013 - 2015
Business -
Florida Career College