Shelly Mercado

• Open, closed and maintained accounts for consumers and small businesses while verifying customer documentation. This includes checking, savings, CDs, HSAs, IRAs, Safe Deposit Boxes and debit cards.
• Researched inquiries, troubleshooting customer issues, facilitating wires, statements, fraud disputes, stop pays, file maintenance and death reports. Used 10-15 software programs used on a daily basis.
• Assisted customers with account inquiries, transactions, and issue resolution.
• Educated customers on deposit products, electronic services, and account features to support informed decisions.
• Processed deposits, withdrawals, and transfers with accuracy and confidentiality.
• Explained banking products, services, and account features to customers clearly.
• Followed banking procedures, compliance requirements, and security protocols consistently.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and online banking, improving overall user experience.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Identified and resolved discrepancies and errors in customer accounts.

• Scheduled appointments for exams, surgery, euthanasia and acupuncture for 2-3 veterinarians.
• Scheduled appointments for technicians
• Created calendars for veterinarians, relief veterinarians and technicians.
• Refilled prescriptions and herbal treatments
• Ordered and inventoried prescription food, herbs, supplies
• Processed payments and daily and monthly statements
• Handled insurance claims and wellness plans
• Handled training of new staff
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.
• Used critical thinking to break down problems, evaluate solutions, and make decisions.
• Strengthened communication skills through regular interactions with others.
• Learned and adapted quickly to new technology and software applications.
• Demonstrated strong organizational and time management skills while managing multiple projects.

• Scheduled @ 8-10 court reporters for trials and depositions in Philadelphia, New Jersey and New York.
• Reviewed confidential depositions and trial transcripts and distributed them accordingly
• Invoiced and prepared correspondence to law firms.
• Basic accounting and weekly payroll.
• Facilitated a rapport between staff and attorneys.
• Directed daily office operations, maintaining efficient workflows across administrative, scheduling, and correspondence tasks.
• Managed calendars with accuracy and discretion.
• Maintained confidential files
• Oversaw billing, invoice tracking and accounts receivable
• Handled sensitive employee and client information with confidentiality
• Provided exceptional customer service when addressing attorney's inquiries or concerns via phone calls or email correspondence.
• Maintained organizational systems for payment collections, AP/AR, deposits, and recordkeeping.

Coursework in

Coursework in Business

• Relevant Coursework: Banking, Customer Service and Lending from 2022-Present
• BAI coursework 2022-Present