Mercedes Mcclendon
@mercedesmcclendon
I resolve complex customer issues, improve sales performance, and lead teams to stronger service outcomes.
United StatesWhat I'm looking for
At Verizon Wireless, I manage high-priority Tier 2 customer accounts across billing, service, devices, financing, promotions, and upgrades. I resolve 75+ complex escalations monthly, maintain 98% case documentation accuracy, and partner across billing, technical support, retail, and escalation teams to achieve a 94% resolution rate.
I’ve also led retail operations at Champs Sports, coaching 15+ associates and using sales, conversion, UPT, ATV, and productivity data to improve performance. My coaching and floor strategies increased conversion by 15% and sales performance by 12%, while I maintained 96% inventory accuracy and a customer-focused environment.
Experience
Work history, roles, and key accomplishments
Managed 30+ high-priority customer accounts, resolving Tier 2 billing, service, device, and account issues. Achieved 95% satisfaction and 94% resolution rate by partnering with internal departments and using CRM systems.
Education
Degrees, certifications, and relevant coursework
South Suburban College
Associate of Applied Science, Data Entry
2012 - 2014
Attended South Suburban College from 2012 to 2014, focusing on data entry and related coursework.
Merrillville High School
High School Diploma, General Studies
2009 - 2012
Completed high school education at Merrillville High School from 2009 to 2012.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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