Mercedes Ross-Bartlett
Colorado Springs,CO
Summary
Customer service professional with over 15 years of experience in technical support, insurance, and customer relations. Seeking a position where I can leverage my leadership, problem-solving, and customer service expertise to contribute to organizational success.
Overview
11
11
years of professional experience
Work History
Customer Service Rep
Primo Brands
01.2024 - 01.2026
- Resolved customer issues related to devices, troubleshooting, billing, and service, enhancing overall customer experience.
- Managed high call volumes while maintaining high customer satisfaction ratings.
- Managed escalation calls to address urgent customer concerns. and social media escalation calls and correspondence.
- Collaborated with team members to resolve customer complaints effectively.
- Guided customers through billing procedures, processed payments, and assisted with payment options, ensuring clarity and understanding.
Lead Customer Service Rep
Verizon
01.2022 - 01.2023
- Resolved complex customer inquiries while maintaining company standards.
- Provided prompt, friendly, and knowledgeable responses to routine questions and service complaints, improving customer experience.
- Resolved customer issues related to devices, troubleshooting, billing, and service, enhancing customer satisfaction.
- Kept current on company products and services to effectively assist customers.
Commercial Sales Agent
Progressive
01.2019 - 01.2020
- Analyzed client needs to provide tailored insurance solutions.
- Evaluated insurance needs for incoming business customers to align solutions with their specific requirements.
- Educated clients on product features and benefits to facilitate informed decision-making.
- Managed client accounts to ensure satisfaction and retention.
- Negotiated contracts with customers and suppliers to maximize profit margins.
- Developed strong customer relationships to identify and capitalize on additional sales opportunities.
Tier 2 Tech Support
Apple
01.2015 - 01.2019
- Managed call flow and addressed tech support needs of internal and external customers, including escalated calls.
- Enhanced customer satisfaction by resolving issues with knowledgeable, friendly service.
- Achieved high customer satisfaction by developing creative solutions to complex problems.
- Recognized by management for providing exceptional customer service.
Education
Diploma -
Harrison High
Colorado Springs, CO01-2026
Skills
- Problem Solving
- Teamwork
- Leadership
- Organization
- Creativity
- Customer service
- Technical support
- Team collaboration
- Time management
- Communication skills
- Complaint handling
- Inbound and outbound calling
- Escalation management
Leadership Experience
As a prior lead representative, I was involved in organizing and communicating with my team to not only run meetings but to make sure any issues that could be handled by a lead were handled without escalation.
Timeline
Customer Service Rep
Primo Brands
01.2024 - 01.2026
Lead Customer Service Rep
Verizon
01.2022 - 01.2023
Commercial Sales Agent
Progressive
01.2019 - 01.2020
Tier 2 Tech Support
Apple
01.2015 - 01.2019
Diploma -
Harrison High