Open to opportunities

Anthony Mercado

@anthonymercado

Message

Customer-focused case manager with strong communication and quality-assurance track record.

United States

Message

What I'm looking for

I seek a customer-focused role where I can apply case management and claims experience, deliver high QA standards, grow professionally, and contribute to a team-oriented culture.

I am a dedicated customer-focused professional with experience in case management, claims handling, and frontline customer service roles across insurance, automotive, and hospitality sectors. I consistently deliver high-quality outcomes, demonstrated by repeated 100% QA scores and strong documentation practices.

In my current role as a Case Manager / ICT Tier 1 Specialist at American Honda, I determine reimbursement eligibility, liaise with dealerships, and handle inbound customer interactions to resolve issues and retain customers. Previously, as a Claims Representative at Mercury Insurance, I conducted recorded interviews, managed first notices of loss, and maintained timely follow-up via diaries, emails, and voicemails.

I bring practical technical training including an Electrician degree and optical dispensing education, combined with hands-on supervisory and training experience in hospitality operations. I prioritize clear communication, problem-solving, and reliability to contribute immediately to operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Case Manager

Current

American Honda

Mar 2024 - Present (1 year 10 months)

Review and assist reimbursement and liaison cases, determine eligibility, and coordinate with dealerships to resolve customer requests, achieving weekly QA scores averaging 100%. Managed inbound customer calls to resolve questions and complaints and improve retention.

Case Management Customer Service Inbound QA Documentation

Claims Representative I

Mercury Insurance

Jun 2022 - Mar 2024 (1 year 9 months)

Handled FNOL and claims inquiries from insureds, claimants, attorneys, and agents; conducted recorded interviews to determine liability and managed diaries, emails, and voicemails within company timeframes.

Claims Handling FNOL Liability Interviews Customer Service Recorded Statements Case Documentation Remote Work

Lead Barback

San Manuel Casino

Jun 2021 - Jun 2022 (1 year)

Oversaw bar operations, trained staff, maintained inventory and supplies, and ensured clean, well-stocked service areas to support bartenders and improve guest service.

Inventory Management Staff Training Guest Service stock replenishment

Busboy

Kara's Korner

Mar 2011 - Jun 2021 (10 years 3 months)

Cleared and sanitized tables, restocked supplies, supported front-of-house staff, and maintained high dining-room turnover and cleanliness to enhance customer satisfaction.

Table Bussing Stocking Customer Service Team Support Dishwashing

Optician

JCPenney Optical

Oct 2013 - Oct 2014 (1 year)

Sold and fitted eyewear, performed measurements and preliminary testing, resolved customer complaints, and maintained inventory and quality checks to meet clinical and retail standards.

Customer Service Inventory Management Insurance Verification Frame Adjustment