Emilie Mertin
Mulberry,AR
Summary
Customer-focused service professional with 10+ years of experience supporting high-volume operations, order management, and client resolution in fast-paced environments. Proven ability to handle inbound calls, process and verify orders, resolve billing and pricing issues, and collaborate cross-functionally to ensure timely fulfillment and customer satisfaction. Metrics-driven, detail-oriented, and known for maintaining calm, professional communication while exceeding customer expectations.
Overview
15
15
years of professional experience
Work History
Account Manager
DB Schenker
12.2024 - Current
- Manage a portfolio of customer accounts, delivering high-quality service through timely communication, issue resolution, and proactive follow-up
- Coordinate end-to-end order fulfillment and transportation activities to meet customer delivery expectations
- Resolve service disruptions, billing discrepancies, and scheduling issues by collaborating with internal teams and external partners
- Maintain detailed documentation and ensure order accuracy across systems
- Support onboarding and training of new team members to maintain service consistency and performance standards
Capacity Procurement Representative
JB Hunt
12.2019 - 12.2024
- Handled high-volume inbound and outbound calls to coordinate freight and resolve service issues
- Processed and reviewed transportation orders for accuracy, pricing, and timeliness
- Provided real-time status updates and proactive communication to customers
- Negotiated rates and resolved billing and pricing inquiries to ensure customer satisfaction
- Worked in a metrics-driven environment with monitored calls, performance goals, and quality standards
- Utilized Carrier 360 and internal systems to manage order flow and prevent fulfillment delays
Assistant Store Manager
Walmart Supercenter 388
12.2017 - 12.2019
- Led daily customer service operations in a high-volume retail environment generating $80M annually
- Resolved customer concerns calmly and professionally, including escalated situations
- Ensured accurate inventory levels, pricing integrity, and timely product availability
- Trained and coached associates on customer service standards and operational accuracy
- Balanced competing priorities while managing call volume, customer needs, and administrative duties
Previous Roles at Walmart (2011–2017)
Walmart
01.2011 - 01.2017
- Delivered frontline customer service and issue resolution in fast-paced retail settings
- Managed inventory accuracy, order fulfillment, and pricing updates
- Trained associates on service quality, efficiency, and attention to detail
- Recognized for consistent performance and promoted into leadership roles
- Developed and maintained courteous and effective working relationships.
Education
High School Diploma -
Alma High School
Alma, AR05-2012
Skills
- Inbound Call Handling & First Call Resolution
- Order Processing & Order Accuracy
- Billing, Pricing & Credit Resolution
- Customer De-escalation & Retention
- Cross-Department Collaboration
- High-Volume Workload Management
- Performance Metrics & QA Scores
- MS Outlook, Word & Excel
- Logistics & Distribution Support
- Attention to Detail & Data Accuracy
Timeline
Account Manager
DB Schenker
12.2024 - Current
Capacity Procurement Representative
JB Hunt
12.2019 - 12.2024
Assistant Store Manager
Walmart Supercenter 388
12.2017 - 12.2019
Previous Roles at Walmart (2011–2017)
Walmart
01.2011 - 01.2017
High School Diploma -
Alma High School