1. Ethan Mercado
504 S. Bond St.
Anaheim, CA 92805
c 714-294-8567
504emercad@gmail.com
Summary of Qualifications
With consistent leadership, open communication and effective management skills, I have been able to
maintain a consistent history of quality & high productivity in fast paced environments. Extensive work
experience in Customer Service, Collections & Credit, H.R. and Training.
Professional Experience
Verizon Wireless / AirTouch Cellular
Apr 2000 - Nov 2013
May 1994 - Apr 2000
Associate Director of Customer Service
• Successfully managed large group sizes of 120+ employees (Supervisory and non-exempt)
• Proven history of Leading performance
• 2013 - ranked 12th overall out of 41 Assoc. Dir.’s
• 2012 - ranked 14th overall out of 39 Assoc. Dir.’s
• 2011 - ranked 14th overall out of 50 Assoc. Dir.’s
• Developed, implemented and executed strategies to drive results and improve the customer experience
• Monitored statistical reporting for productivity opportunities
• Hired, trained/mentored staff for leadership/management growth
• Maintained a thorough knowledge of Human Resource policies and procedures
• Leading performance rating received 2012
Associate Director of Financial Services
• Successfully managed large group size up to 120+, (Supervisory and non-exempt)
• Managed inbound/outbound collections queue and dialer systems
• Managed call center closure and resource transitions
• Recognized with MVP award Sept. 2009
Supervisor
• Managed both inbound collections phone queue teams and outbound dialer teams
• Managed various special project teams including new technology conversions and/or collection
strategies
• Customer Ace finalist, 2002
• Service Legend finalist, 1999
Trainer
Collections Representative
Reporter - 1994 Equifax Mortgage Information Svcs
Quality Control Auditor - 1993 Lloyd Anderson Companies
Customer Service Representative - 1992 GE Capitol Inc
Commission Salesperson - 1985 to 1992 Sears, Roebuck & Co
Organizations / Associations
Boy Scouts of America
Scout Master, Troop 780