DoraLee Mercurio
@doraleemercurio
Dedicated customer service professional with strong problem-solving skills.
United StatesWhat I'm looking for
I am a motivated self-starter with a Bachelor's degree in Psychology from California State University, Sacramento, where I graduated Cum Laude. My professional journey has equipped me with excellent interpersonal communication skills and a high-energy, friendly personality, allowing me to connect effectively with customers and colleagues alike.
In my current role as a Vehicle Purchasing Agent at Pick-N-Pull, I negotiate sale prices and analyze vehicle information to provide accurate quotes. My previous experience as an Order Management Specialist and Ship From Store Administrator at West Marine has honed my ability to identify and troubleshoot errors, maintain service levels, and train fellow associates. I take pride in my ability to anticipate and analyze problems, formulating effective solutions that enhance customer satisfaction and operational efficiency.
Experience
Work history, roles, and key accomplishments
Vehicle Purchasing Agent
Pick-N-Pull
Jul 2023 - Present (1 year 10 months)
As a Vehicle Purchasing Agent, I negotiate sale prices and analyze vehicle information to provide accurate quotes to customers. I create customer accounts and ensure effective communication across teams while addressing customer concerns with compassion.
Ship From Store Administrator
West Marine
Nov 2017 - Jun 2023 (5 years 7 months)
As a Ship From Store Administrator, I identified trends to optimize order fulfillment and trained associates on SFS tasks. I created training SOPs and provided coaching opportunities to peers to enhance program effectiveness.
Order Management Specialist
West Marine
Jun 2022 - Jun 2023 (1 year)
In my role as an Order Management Specialist, I identified and troubleshot errors in the order placement process while maintaining service levels for reporting. I built reports to reallocate orders and screened for inaccuracies and fraudulent activities.
Contact Center Customer Service
West Marine
Jun 2015 - Oct 2017 (2 years 4 months)
In the Contact Center, I focused on resolving customer issues by listening and troubleshooting website and software problems. I maintained product knowledge and built effective communication relationships within the company.
Education
Degrees, certifications, and relevant coursework
CSCalifornia State University, Sacramento
Bachelor of Arts, Psychology
Grade: Cum Laude
Graduated with a Bachelor of Arts in Psychology, achieving honors with Cum Laude distinction.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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