Open to opportunities

Cory Merrifield

@corymerrifield

Customer service professional and AV support agent focused on de-escalation, account management, and retail-driven results.

United States

Message

What I'm looking for

I’m looking for gainful employment where I can apply my retail management and customer service strengths to the utmost—supporting customers, handling escalations, and using account and problem-solving skills to drive mutually agreed outcomes.

I’m a customer service and support professional with retail management experience, known for clear communication, continuous improvement, and solving problems in ways that help customers move forward.

Most recently, I’ve worked as an AV Support Agent assisting riders with their AV Rides through Waymo. I confirm pick up/drop off locations, apply discounts for appeasement, provide rider rescue when vehicles get stuck, and process inbound tickets from Waymo and riders.

Earlier roles strengthened my ability to handle escalations with empathy and speed, including resolving complex customer issues as an Executive Resolution Specialist. I’ve also supported account and data issues as an Internal Contact Agent, and managed collections and payment arrangements in Financial Services.

My background spans customer care and service across multiple industries—from mail order pharmacy support to billing issue resolution—plus sales and personal shopping experience in retail. I bring strong tools skills like Salesforce, Live chat, and Microsoft Excel, with a dependable, customer-first approach.

Experience

Work history, roles, and key accomplishments

Current

AV Support Agent

Current

Uber Technologies

Feb 2025 - Present (1 year 4 months)

Assisted riders using Uber’s AV service by confirming pickup/drop-off locations, applying discounts for appeasement, and processing inbound tickets from Waymo and riders. Provided rider rescue support for stuck vehicles and handled related customer issues.

Customer Service Waymo AV Support Rider Rescue Ticket Resolution Pickup Drop Off Verification Problem Solving De escalation

Internal Contact Agent

BMO US

Mar 2023 - Aug 2024 (1 year 5 months)

Supported other agents and helped resolve issues related to accounts and data. Updated internal skills and assisted with account problem handling to reach mutually agreeable outcomes.

Account Management Customer Service Internal Support Continuous Improvement Training Support

Executive Resolution Specialist

Carvana

Sep 2021 - Jan 2023 (1 year 4 months)

Resolved complex customer issues with a focus on de-escalation and reaching mutually agreed resolutions. Completed general office duties, supported entry-level agents, and assisted with training.

Customer Escalation Customer Service Problem Solving Training Support Documentation Support Agent Account Resolution

Customer Care Representative

CVS Caremark

Sep 2020 - Jul 2021 (10 months)

Handled mail order pharmacy benefits support, including refills and order processing. Answered questions about benefits and medication formulary needs while providing customer care from home.

Order Processing Customer Service Customer Care Case Management

Collections & Customer Support

CenturyLink

May 2020 - Sep 2020 (4 months)

Conducted inbound collections and worked with customers on payment arrangements to collect full account balances. Managed delinquent account actions including disconnection and restoral, with ongoing work-from-home customer support and training.

Payment Arrangement Delinquent Account Management Account Disconnection Restoral Financial Services Customer Support Customer Service Training

Customer Support Agent

Obasa / IBC Travel

Jan 2019 - Feb 2020 (1 year 1 month)

Provided back-of-house support for hotel reservations, including uploading rates and confirming bookings. Onboarded new properties and booked rooms for guests across multiple hotels while supporting general customer service needs.

Hotel Reservations Hotel Confirmations Customer Support Back Office Operations

Customer Service Representative

Cox Communications

Jan 2017 - Dec 2018 (1 year 11 months)

Provided inbound customer service focused on billing issues, minor sales, and account corrections. Delivered general support by answering questions, resolving customer concerns, and assisting with information needs.

Customer Service Billing Support Problem Solving Account Information Customer Support Live Chat

Bookseller Customer Service

Half Price Books

Oct 2014 - Nov 2016 (2 years 1 month)

Sold and supported customers while specializing in science fiction/fantasy and mystery/true crime categories. Managed purchasing of incoming used books, movies, and music, and handled inventory and facilities upkeep.

Customer Service Client Relations Sales Inventory Management Purchasing Used Media Retail Merchandising

Men's Specialist

Macy's

Oct 2009 - Oct 2014 (5 years)

Provided men's suit and shoe specialization with personal shopping support for selected clients. Managed client relations and customer service while assisting parents and teenage guests with personalized selection needs.

Client Relations Customer Support Sales retail management Suit & Shoe Expertise Parent Teen Assistance