Mercedes Williams
Atlanta
Summary
Customer Service Specialist with 7 years of call center experience. Recognized for an exceptional ability to de-escalate complex customer disputes, foster long-term client loyalty, and secure win-win outcomes through attentive active listening. Expert communicator proficient in Microsoft Office Suite and collaborative team environments.
Overview
10
10
years of professional experience
Work History
Cadet Deputy Sheriff
FULTON COUNTY SHERIFF’S OFFICE
Atlanta, GA
02.2026 - 05.2026
- Completed intensive training in criminal law, defensive tactics, and firearms proficiency to qualify for sworn status
- Shadowed senior deputies on active patrol, assisting with traffic control, accident scene management, and motorist assistance
- Maintained secure custody of inmates during transport to court, medical facilities, or correctional institutions
- Provided administrative support for the Sheriff’s Office, including filing case reports, managing evidence documentation, and processing paperwork
- Assisted with front-desk security and public inquiries, conducting screenings and managing visitors in compliance with department protocols
- Acquired knowledge of federal, state, and local laws, as well as department policies and procedures
Facilities Coordinator
A TOUCH OF EVERYTHING CLEANING
Atlanta, GA
05.2023 - 02.2026
- Payroll and accounts payable
- Process I-9 verification
- Manage and coordinates scheduling through ADP
- Schedules, plans, and writes work orders, inspections, and work notices to complete job assignments and building inspections on schedule using a computer, telephone, and answering machine
- Coordinates and attends meetings to exchange information regarding issues, programs, and projects
- Instructs and trains new staff on proper work methods, safety requirements, facilities procedure manual, and other pertinent policies and procedures through one-on-one interaction and demonstration
Community Advocate
ATLANTA VOLUNTEER LAWYERS FOUNDATION
Atlanta, GA
11.2020 - 05.2023
- Proven Advocacy
- Maintained a cultivating community partnership
- Managed hands-on experience in community outreach programs for rental assistance.
- Reconciled monthly updates for client reports.
- Administered crisis and advocated to resolve client issues to prevent homelessness
- Immense knowledge of various landlord tenant laws and programs
- Coordinated with diverse cultures and communities for programs
- Managed compliance and distribution of HUD CDBG federal funds while advocating for equitable resource allocation in underserved communities.
- Maintained accurate client records and advocacy progress using Salesforce, ensuring streamlined communication and improved follow-up across 5 community programs
Enrollment Services Support
ATLANTA TECHNICAL COLLEGE
Atlanta, GA
08.2019 - 02.2020
- Welcomed and greets internal and external students /guest within the office of Enrollment Services
- Determined the purpose of visit and direct to appropriate personnel/ department
- Provided clerical support such as typing filing and data entry
- Exercised problem-solving and conflict resolution skills when assisting students/ guest within the office of enrollment services
- Provided administrative support to achieve goals of the department of academic/ student affairs
- Completed special projects as assigned, works collaboratively with other areas as necessary
Administrative operations support
GEORGIA DEPARTMENT OF AGRICULTURE
Atlanta, GA
10.2018 - 08.2019
- Made outbound calls and answered inbound phone calls to ensure completion of the licensing process
- Determined eligibility by comparing client information to requirements
- Maintained and improved quality results by adhering to standards and guidelines; recommended improved procedures
- Exported uploaded secure and variable documents from GDA licensing lock box market bulletin lockbox, gate lock box daily
- Reconciled the Gate/ Market bulletin exception report daily
- Reviewed data information listed on Gate cards, prints, mail cards, and process gate applications
- Processed all mailed payments for gate renewals and market bulletin subscriptions
Call Center Representative
DEKALB COUNTY STATE COURT CLERKS OFFICE
Decatur, GA
06.2016 - 10.2018
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Demonstrated master of customer service call script within specified time frames
- Maintained up-to-date records at all times
- Built customer loyalty by placing follow-up calls for customers who reported issues
- Facilitated information flow between customer service, account management operations, quality assurance, and training departments to guarantee call center objectives were met
Education
YEAR UP
Atlanta, GA07-2011
Radiology Technology
ATLANTA TECHNICAL COLLEGE
Atlanta, GA06-2026
Basic Law Course
FULTON COUNTY PUBLIC TRAINING CENTER -Course Graduate
Atlanta, GA05-2026
Skills
- Amplified diverse resident voices
- Built vital stakeholder trust
- Mediated complex neighborhood disputes
- Facilitated public outreach programs
Interests
Enjoys reading, volunteer work with local communities, environmental community service projects, and mentoring
Timeline
Cadet Deputy Sheriff
FULTON COUNTY SHERIFF’S OFFICE
02.2026 - 05.2026
Facilities Coordinator
A TOUCH OF EVERYTHING CLEANING
05.2023 - 02.2026
Community Advocate
ATLANTA VOLUNTEER LAWYERS FOUNDATION
11.2020 - 05.2023
Enrollment Services Support
ATLANTA TECHNICAL COLLEGE
08.2019 - 02.2020
Administrative operations support
GEORGIA DEPARTMENT OF AGRICULTURE
10.2018 - 08.2019
Call Center Representative
DEKALB COUNTY STATE COURT CLERKS OFFICE
06.2016 - 10.2018
Radiology Technology
ATLANTA TECHNICAL COLLEGE
YEAR UP
Basic Law Course
FULTON COUNTY PUBLIC TRAINING CENTER -Course Graduate