Zachary Mercier
Delray Beach
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Retail Customer Service Associate
Target
02.2020 - 12.2023
- Handled customer inquiries and quickly resolved issues in the second most highly trafficked Target stores in the nation.
- Managed returns for customers and exceeded the target customer satisfaction rate of 92%.
- Interacted with 125+ customers during an average shift, surpassing targets by 20% and ensuring customer satisfaction.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering long-term relationships with clients.
Customer Service Agent
Delta
06.2017 - 01.2020
- Managed check-in process, ensuring 100% of passengers complied with the airline, airport, federal, and state regulations
- Presented relevant information to customers before boarding, decreasing complaints and questions by 32%
- Processed 50+ daily payments using cash, credit cards, checks, travel points, and vouchers
- Collaborated with the baggage service team to track 98% of lost luggage, checked bags, and pet kennels
Education
Associate of Arts - Communications
Miami Dade College
Miami07.2017
Skills
- Empathy
- Adaptability
- Verbal / Written Communication
- Patience
- Service Desk
- Zendesk
- Salesforce
- Microsoft Word / Excel
- Compassionate
Timeline
Retail Customer Service Associate
Target
02.2020 - 12.2023
Customer Service Agent
Delta
06.2017 - 01.2020
Associate of Arts - Communications
Miami Dade College
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