Mercedes Ardley-Madrid
Hermitage
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
5
5
years of professional experience
Work History
Facilities Assistant
Epiq (Pillsbury Winthrop Shaw Pittman LLP)
02.2024 - Current
- Coordinates daily with the Operations Manager for all office matters and disputes.
- Coordinates weekly with the HR Manager for all new hire enrollments, orientations, and all office events.
- Assists with all facility upkeep such as furniture, floor plans, safety updates etc.
- Assists office staff with mailings, inventory, and any other daily requests.
- Manages all daily office hospitality duties, prepping for conference rooms/meetings.
- Manages all inventory for office of 300+ staff.
- Developes and oversaw budgets for facilities and worked within cost restraints.
- Improves employee satisfaction with workplace conditions through proactive communication and prompt issue resolution.
- Assistes in budget planning for new purchases or upgrades, offering informed recommendations based on current needs.
- Communicates with general managers and facility teams regarding upcoming repairs and projects.
- Collaborates with other departments to foster efficient use of facility space and resources.
Support Specialist
Epiq (Frost Brown Todd LLC)
05.2024 - 02.2025
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Enhanced case management by developing and maintaining well-organized legal files.
- Facilitated efficient communication among team members by scheduling meetings, conference calls, and video conferences as needed.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Answered telephone and coordinated meetings and conferences.
- Managed administrative tasks for firm partners and associates.
- Handled complex scheduling for appointments, court appearances and depositions for busy litigation firm.
- Managed all inventory for the office of 50+ staff.
- Manage all daily office hospitality duties,
- Assisted reception with scheduling, preparing for meetings, depositions, etc.
Customer Service Representative
Wipro
09.2023 - 05.2024
- Handled incoming requests from customers in a professional and timely manner.
- Assisted with all customers’ needs and providing recommendations to deliver appropriate solutions to them.
- Provided high quality service to achieve maximum satisfaction by resolving the query at first contact where possible.
- Take ownership and initiative to complete necessary research and caller follow up or direct the caller to the appropriate department for resolution.
- Delivers what is promised in line with the caller’s expectations.
- Responsible for achieving individual key performance indicators while maintaining appropriate operational risk control and compliance in all activities.
- Compile and process caller information. Processing applications. Perform additional duties as needed.
Assistant Manager
Family Dollar
03.2023 - 09.2023
- Greets and assists customers in a positive, approachable manner.
- Answered and resolved all customer inquiries and concerns.
- Maintained a presence in the store by providing excellent customer service.
- Ensured a clean, well-stocked store for customers. At the direction of the Store Manager, supervises, trains, and develops Store Associates on Family Dollar operating practices and procedures.
- Assisted in unloading all merchandise from delivery truck, organizes merchandise, and transfers merchandise from stockroom to store.
- Assisted Store Manager in ordering merchandise, record payroll, scheduling and cash register deposits and receipts.
- Supported Store Manager in loss prevention efforts. Assumes certain management responsibilities in absence of Store Manager.
- Followed all Company policies and procedures.
GSD Support Associate
Konica Minolta Business Solutions
10.2021 - 01.2023
- Followed prescribed processes and procedures including systems, schedule adherence and tool utilization's.
- Communicated clearly and professionally with customers to handle requests efficiently.
- Handled inbound requests including support incidents, service requests, meter readings and orders using internal multi-media.
- Gathered information of the customer request and determine best course of action.
- Identified urgent situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting and incident escalation.
- Followed through on customer commitments, research as needed using available resources.
- Actively participated in learning opportunities and completes assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience.
- Completed projects and tasks as assigned by management.
Customer Service Representative
Williams Sonoma Inc.
04.2021 - 10.2021
- Addressed customer questions and concerns regarding product and delivery information.
- Provided product information, review alternative solutions if an item is out of stock and place orders for the customer.
- Successfully negotiated and appeased customers using a variety of methods established by Williams-Sonoma, Inc., guidelines.
- Checked inventory, process returns, issue replacements and credits for damaged or defective merchandise.
- Performed other duties as assigned.
Inbound Receiving, Stower
Amazon Fulfillment Center
09.2020 - 04.2021
- Responsible for storing merchandise in assorted size bins, to be pulled for fulfillment of orders.
- Inspected all items for damages, then scanned as they are stowed to ensure virtual and physical locations match accuracy of inventory to prevent false overages or true shortages.
Education
Master of Business Administration -
University of Phoenix
12.2022
Bachelor of Science - Professional Communication, Psychology
Florida State University
08.2016
Skills
- Incident management
- Operating systems
- Problem-solving
- Attention to detail
- Communications expertise
- Critical thinking
- Multitasking
- Billing system management
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Support Specialist
Epiq (Frost Brown Todd LLC)
05.2024 - 02.2025
Facilities Assistant
Epiq (Pillsbury Winthrop Shaw Pittman LLP)
02.2024 - Current
Customer Service Representative
Wipro
09.2023 - 05.2024
Assistant Manager
Family Dollar
03.2023 - 09.2023
GSD Support Associate
Konica Minolta Business Solutions
10.2021 - 01.2023
Customer Service Representative
Williams Sonoma Inc.
04.2021 - 10.2021
Inbound Receiving, Stower
Amazon Fulfillment Center
09.2020 - 04.2021
Bachelor of Science - Professional Communication, Psychology
Florida State University
Master of Business Administration -
University of Phoenix
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