Mayelin Mercado
Well Digital
Durham
2
Languages
2
Certifications
9
years of professional experience
Detail-oriented professional with extensive experience in customer service, relationship building, and process improvement. Proven ability to handle high volumes of customer interactions across multiple channels, answering chats on the back end and reducing wait time from an hour to 20 minutes, maintaining a 99% QA score and low handling time. Adept at coaching members to achieve health goals and answering complex benefit questions. Seeking to leverage strong communication and problem-solving skills to enhance member experiences and drive positive outcomes.
Work History
Senior Well Guide
2 Years 3 Months- Contribute to the process team while handling high-volume chats with a 99% QA score and faster resolution times.
- Manage high-volume chat queues, handling a substantial volume of customer interactions while maintaining timely responses, efficient issue resolution, and consistent service delivery.
- Build strong member relationships across phone, email, and chat using Salesforce and Genesys.
- Support operational process improvements through project initiatives focused on smoother workflows.
- Provide expert guidance on medical benefits inquiries with clear, accurate member support.
- Coach members toward personal health goals with practical next steps and consistent encouragement.
- Maintain seamless member experiences by coordinating support across channels and resolving service issues quickly.
Hospitality Lead
11 Months- Facilitated comprehensive training and coaching for team members to ensure consistent delivery of exceptional guest experiences.
- Ensured 'REMARK'able guest experiences through dedicated hospitality efforts.
- Communicated the restaurant's hospitality expectations clearly across shifts to keep service aligned.
- Reinforced the owner's hospitality vision through consistent coaching and team reminders.
- Assisted bilingual guests with respectful communication and clear service guidance.
Surveyor
9 Months- Managed over 200 customer calls daily, balancing service quality, accuracy, and timely follow-up.
- Accurately captured patient feedback to support quality assurance and service analysis.
- Generated detailed reports that met professional standards and supported internal review.
- Applied cross-channel communication to keep member responses consistent and professional.
- Supported Spanish-English communication during member interactions that required clear, bilingual service.
Housekeeper
4 Months- Performed housekeeping duties as part of the hotel servicing team.
- Followed a professional room-cleaning checklist to support consistency and quality across guest accommodations.
- Verified housekeeping carts and storage areas stayed clean, orderly, and ready for daily use.
Cook
4 Months- Followed proper food handling and sanitation procedures to maintain safe, compliant kitchen operations.
- Prepared mise en place before each shift to keep work areas organized and service-ready.
- Followed recipes accurately to produce consistent menu items and protect product quality.
Grill Cook
4 Months- Prepared food items efficiently while maintaining steady kitchen pace during busy service periods.
- Followed recipes carefully to deliver consistent grill items and reliable portion control.
- Stored food in refrigerators and freezers to maintain safe temperatures and orderly stock placement.
- Applied speed and accuracy to coordinate multiple orders and maintain dependable kitchen workflow.
Customer Service Representative
6 Months- Explained health insurance options clearly to help callers understand available coverage paths.
- Delivered empathetic support during inbound calls to resolve questions and reduce customer frustration.
- Maintained professional communication while handling sensitive customer concerns with accuracy and patience.
Education
Bachelor's Degree - Hospitality and Business Management
Skills
Customer service
Data entry
Medical benefits support
Member coaching
Escalation handling
Process improvement
Workflow coordination
Quality assurance
Cross-channel communication
Service recovery
Salesforce
Bilingual customer support
Spanish-English communication
Certification
Financial Markets
Languages
Bilingual
(English/Spanish) - Bilingual
Timeline
Senior Well Guide
Well Digital
08.2024 - CurrentRead More
Hospitality Lead
Chick-fil-A
02.2023 - 01.2024Read More
Surveyor
CIMR
03.2022 - 12.2022Read More
Housekeeper
King Real Estate Seabreeze Motel
05.2019 - 09.2019Read More
Cook
Surf 6
05.2019 - 09.2019Read More
Grill Cook
Delaware North
05.2018 - 09.2018Read More
Customer Service Representative
Soluciones Omfri
10.2017 - 04.2018Read More
Universidad Dominicana O&M
Bachelor's Degree from Hospitality and Business Management
Read More