Jamaal Mercer
Fayetteville
Summary
I've been a customer service representative as well as a coach/mentor and Team Lead/supervisor in training as well as production for Alorica and eBay for the past 20 years. I've worked at Alorica through contractual obligations with UPS, Best Buy, and Verizon Wireless, and eBay all aspects of the e2m Department. Throughout this time I've learned how to multitask with multiple operation systems, mentor new reps, and deescalate difficult customer situations.
At eBay, I was awarded the Spot Award after my 1st quarterly out of training. I have worked with peers on projects for MFA enhancement, AI integration, Coaching Pipeline, Engagement committees, and Monthly Newsletter committees. I take pride in engaging with my peers to make working from home a pleasurable experience.
Overview
20
20
years of professional experience
Work History
EBay Premium Services Member
EBay Inc
10.2023 - Current
Team Leader/Supervisor
Alorica for Verizon
09.2015 - Current
- Work-at-Home Team Lead over New Hires in the Verizon project
- My job entails working with the training department and support coaches through 5 weeks of classroom training as well as 8 weeks of on-the-phone training with newly hired employees
- I was the top TL for 3 months in 2022 in lowest repeat calls/Value Per Hour for the NEE department
Customer Service Representative/Call Center
Alorica
01.2005 - Current
- I started there in 2005 as a CSR for UPS, where I tracked packages, scheduled pickups, initiated tracers, and communicated with UPS hubs nationwide to ensure great service
- Due to my efforts, I was offered a Coach position in management
- The responsibilities for this position included taking escalated calls, monitoring agent calls, and helping supervisors with the team efforts
- Throughout the contracts with Best Buy and Verizon I added sales to those responsibilities
- Since 2015, I have been a Team Lead/Supervisor for the Verizon project, and I'm currently a Team Lead in the NEE/Training Department
- Management always looked to me to help new agents get acclimated to the job environment as well as to help with the more difficult calls due to my experience when I was a coach
- With the Verizon program at Alorica, I have attended banquets in honor of the top performers at the site due to my high survey percentages as an agent, and now as a Team Lead for their work-at-home program, I am constantly competing for the top TL and have been rewarded 3 months out of the current year for leading in statistical categories
Customer Service Representative (e2m)
EBay Inc
01.2023 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving cases involving site safety, restrictions/suspensions and potential fraud callers.
- Resolved customer complaints with empathy, resulting in increased brand loyalty and seamless interactions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate and knowledgeable details in resolving issues.
- Developed strong eBay product knowledge to provide informed recommendations based on specific customer needs.
Education
2 years college - Architectural Engineering
NC A&T State University
Greensboro, NC06.1996
Skills
- Mentoring
- Typing
- Microsoft Outlook
- Microsoft Excel
- Microsoft Powerpoint
- Project management
- Leadership
- Communication skills
- Customer service
Accomplishments
- Helped new agents acclimate to the job environment and handled difficult calls due to experience as a coach.
- Attended banquets in honor of top performers at the site for high survey percentages.
Awards
VP Roundtable Award, 03/01/15, Awarded for highly rated customer surveys, low disconnection percentages, and rep resolve.
Timeline
EBay Premium Services Member
EBay Inc
10.2023 - Current
Customer Service Representative (e2m)
EBay Inc
01.2023 - 10.2023
Team Leader/Supervisor
Alorica for Verizon
09.2015 - Current
Customer Service Representative/Call Center
Alorica
01.2005 - Current
2 years college - Architectural Engineering
NC A&T State University
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