Open to opportunities

vero mercado

@veromercado

Customer-focused customer service and operations professional who improves client experiences with CRM and scheduling expertise.

Mexico

Message

What I'm looking for

I’m looking for a fast-paced, customer-first role where I can support U.S.-based clients, manage CRM and scheduling, lead with empathy, and improve workflows through KPI-driven service quality and clear communication.

I’m a customer-focused professional with a Bachelor’s Degree in Psychology and 6+ years of experience supporting U.S.-based clients in fast-paced remote environments. I bring strong communication, empathy, and an emphasis on building positive client relationships.

In my field operations work, I coordinate daily field operations to ensure projects are executed smoothly, on time, and aligned with client expectations. I also served as a primary point of contact between clients, field teams, and internal departments—recruiting, onboarding, scheduling, and resolving issues in real time while maintaining accurate operational documentation and reports.

Across client-facing and team leadership roles, I deliver exceptional customer service through phone and email, guide clients through intake, and manage scheduling and calendar workflows. I’ve also led teams by monitoring KPIs and service quality, supporting process improvements, and working in CRM environments using tools like CRM systems (including Salesforce/Clio), along with structured documentation to improve resolution times and intake accuracy.

Experience

Work history, roles, and key accomplishments

Field Operation Coordinator

Neosol Marketing

Feb 2026 - Jul 2026 (5 months)

Coordinated daily field operations to ensure projects were executed smoothly, on time, and according to client expectations. Served as the primary point of contact between clients, field teams, and internal departments while recruiting and onboarding field staff.

Field Operations Management Client Communication Issue Resolution Recruiting and Onboarding Scheduling Operational Reporting Documentation Quality Standards Field Operations Staff Scheduling Onboarding Quality Control Cross functional Coordination

Scheduler Team Leader

Flora Legal Group

Apr 2025 - Feb 2026 (10 months)

Delivered customer service to prospective and existing clients via phone and email while guiding clients through intake and ensuring a positive first impression. Led workflow and team performance monitoring, including KPI tracking and process improvements.

Customer Service Client intake KPI Tracking Team Leadership Workflow Optimization Quality Control Cross Functional Communication Process Improvement

Operations Scheduler Team Leader

Flora Legal Group

Apr 2025 - Feb 2026 (10 months)

Delivered customer service to prospective and existing clients via phone and email, guiding clients through intake and ensuring a positive first impression. Led workflow and team performance monitoring, including KPI tracking, process improvements, and CRM/data management support.

Customer Service Intake Process Calendar Management KPI Tracking Team Leadership Workflow Optimization Quality Control Cross Functional Communication CRM Management

Customer Service Representative

Tata Consulting Services

Feb 2022 - Apr 2025 (3 years 2 months)

Provided technical customer support in a high-volume CRM environment while managing multiple cases and following standardized workflows. Maintained accurate records in internal systems and collaborated on escalations to improve resolution times.

Customer Service Technical Support High Volume Management CRM Systems Clio Salesforce Microsoft Office Level365 Lawmatics Escalation Handling Documentation

Customer Service Representative

Tata Consulting Services Technology

Feb 2022 - Apr 2025 (3 years 2 months)

Provided technical support in a high-volume CRM environment, managing multiple cases and following standardized workflows and quality protocols. Maintained accurate records in internal systems and collaborated with internal teams to resolve escalations and improve resolution times.

Customer Service Technical Support Salesforce Clio Lawmatics Microsoft Office 365 Documentation

Intake Team Leader

HRPV Luis F. Hess

Nov 2021 - Feb 2022 (3 months)

Led intake operations by ensuring adherence to service and quality standards while coordinating daily workloads and staffing. Trained and onboarded team members and monitored KPIs including call quality and intake accuracy, acting as a liaison between attorneys and intake staff.

Intake Team Leadership Onboarding KPIs Quality Assurance Call Quality Monitoring Service standards Team Supervision KPI Tracking Process Liaison Work

Intake Team Leader

HRPV Solano Law Firm

Feb 2020 - Nov 2021 (1 year 9 months)

Directed intake workflow operations with a focus on compliance with quality assurance benchmarks and improved team efficiency through daily staffing coordination. Trained team members, tracked operational KPIs to reduce errors and optimize workflow, and served as a primary point of contact to accelerate case processing.