Samuel Ong Mercado

Samuel O. Mercado Malaybalay City, Bukdinon, Philippines E-Mail: - Phone: - /- To whom it may concern: Dear Sir/Madam, I have read on Hubstaff that your company is need of a Customer Support. I am writing to express my interest to apply. I'm a Business Administration graduate major in Marketing, I am well equipped in building rapport to all individual clients from all cultural and socio economic background. I have also the solid foundation in organizational development and employees training which is essential in all business endeavors. I have a Call Center and a Home base Virtual Assistant experience in various companies. I was assigned in multiple task position such as Customer Service, Back office staff (email correspondent), Technical Support, B2B Telemarketer, Lead Generation and Appointment Setter. In my office work experience, my daily tasks routine were assisting clients particularly in the US about products details, service upgrade, delivery and billing inquiries, responding thru email regarding product inquiries and quotations and some technical support issues. My goal responsibilities were to assist the clients with satisfaction and without compromising the company's policy. In my Home base work experience, I was assigned in asking series of question about the profile of the clients and check if they are qualified for the product or services. I provide the product/service details and set an appointment for a demo. So if you are looking for a reliable Customer Support, I am the right person. With my skills and experience, I will do my best to meet the expectations of my superior. I’m looking forward for an interview at your convenient time. Thank you and Have a great day! Please feel free to contact me at-/-or e-mail at- Thank you for your time and review of my enclose resume. I’m looking forward to speaking with you. Sincerely yours, Samuel O. Mercado Samuel O. Mercado Customer Service Rep./Appointment Setter Nationality: Filipino Location: Malaybalay, Bukidnon Philippines Mobile:- E-mail:-- Objectives To be part of your prestigious company and having my past experience I am looking forward for a challenging career opportunity where I can be an asset, to be utilized, to apply with my knowledge and to be an efficient employee. Professional Qualification Proficient in Oral and Written communication, Computer Literate (Computer Repair and Basic Programming), assertive, goal oriented, systematic, energetic, can easily established rapport to variety of personalities and can work readily under pressure. In my business profession, I am train to be a team player who really contributes effectiveness when it comes to projects and assignments. As well as, giving the encouragement and perseverance in overtime work. Skill Learned Global Entrepreneur Seminar Workshop (April 1998) MSU-IIT, Iligan City Philippines Technical Writing, Grammar & Communication Skills (April-May 1998) Mindanao State University –Iligan City, Philippines Global Entrepreneurial skill seminar (May 1998) Mindanao State University- Iligan City, Philippines Computer Training Course Word & Excel (Jul 2006 – Nov 2006) Speedsam Internet Café- Iligan City Education 1st YearCollege of Law - Undergraduate Studies Mindanao State University - Iligan Institute of Technology Iligan City, Philippines Year attended- Bachelor of Science in Business Administration Major in Marketing Mindanao State University - Iligan Institute of Technology Iligan City, Philippines Graduated March 2002 Electronics and Computer Technology Asian College of Science and Technology Cagayan De Oro City, Philippines Year attended- Work Related Experience Demand Science Home-base Virtual Telemarketer B2B Account May 2017-July 2017 Make an outbound call and inform the clients about the service/product opportunity Confirm the position of the clients in the company Inform the client that a specialist will visit their office and presents a demo about products Provide the schedule and confirm the availability Courteously end the call The Results Company Customer Care Representative Account: SiriusXM Feb. 2016 – July 2016 Answer calls from SiriusXM subscribers/customers concern Intensively listen to the customers concern Check the account details of the customer’s billing history and previous notes Quick assessment of the account under SiriusXM policy application Provide customer’s resolution and actual status information Explain to the customer the role and steps for the resolution Made an upsell proposal by informing them of the promotion and the advantage in availing the promotional offer as well as the usefulness of the product. Provide closing statement such as gratitude and apology in order to retain and maintain loyalty of the customer. Collabera-Wipro Customer Service Representative (Contractual) Account: Best Buy & eBay Back Office inbound call and email Oct. 2014 – May 2015 Answers call from Best Buy and eBay customer’s concern and request Reply via email from Best Buy & eBay customer’s concern and request Attentively listen to the customer’s concern and request Intensively read the concern and past notification of the customer Check the account details of the customer(purchase history and recent order) Quick assessment of the account under Best Buy and eBay policy application Provide customer’s resolutions (wrong item, shipment address, billing, quantity and damage item) and actual status scenario information (shipping status and tracking no.) Explain to the customer the role and the steps for the resolution thru call or email Provide closing statement such as gratitude and apology in order to retain and maintain loyalty of the customer thru call or email Prebiotech Healthcare Phils. Medical/Sales Representative Area: Ilocos Sur/Norte, Abra and Candon Oct. 2011 – Oct. 2012 Product covered: Probiotics, Tramadol, Salbutamol, Bromhexine, Phenyleprine, Guaifenesin Daily Coverage of established doctors for prescription of the product Give details of the products in terms of advantages and benefits Provide incentive scheme through total sales prescription Establishing rapport with all potential doctors for long term prescription support Weekly reporting of sign document as a proof of daily coverage Visitation of establish drugstores & hospitals for marketing analysis and sales bookings Gathering information data from drugstore & hospitals for product movement analysis Delivering the product to the designated area Visitation of Dispensing Doctors for market & booking opportunity Conduct product press for effective product information drive & market penetration Collections and Product inventory Convergys/24HourFitness Customer Service Dec. 2010 – May 2011 Updates and upgrade membership account Suggest best package deal to the customer’s needs Renew membership account Processing a payment via credit/debit or checking account Provides updated billing information to the specific account holder Giving resolutions for sensitive issues before escalating it to the higher dept. Creating notes of incident such as resolution process and service request Offering empowerment courtesy credit for canceling members Process a reactivation/reinstatement for freeze and cancelled membership account Singer Sewing Machine Appliance Dealer/Proprietorship 1998 – 2008 Authorized to book and procure appliance items in the warehouse. Responsible to secure booking receipt for referrals and monthly inventory. Regularly attend dealers monthly meetings for product updates, price and product promotions. Directly implement product promotions. Directly report monthly sales and feedbacks of the product to the company. Making reports of financial transactions and cash flows. Regularly coordinates with the sales supervisors and assist on promotional activities. Makes regular weekly meetings with the sales force for product updates, promotions and incentives. Disbursement of sales commissions. Responsible in collection of monthly dues of clients. Responsible in disseminating correspondence of overdue accounts. Responsible in monthly cash reports of collections. Established strong relations with retailers by personal transaction and assure them of clear dealings. Assisting the sales representative to give confidence to individual customer that they are well entertained and attend to. Confirm and arrange appointments. Secure record data of all transactions and dealings for sales forecast references. Responsible to maintain and create company’s credentials updated. Responsible for maintaining long term relationship with clients and costumer by assuring them of immediate respond if they need us. Reference: Adrian CayabyabPrebiotechSales Manager- Alet CabarloManulifeTeam Leader- Jay MagbadingResultsTeam Leader- Tim CunananResultsAcct. Supervisor- Joyce CabreraWiproTeam Leader- Personal Data Name:Mr. Samuel O. Mercado Birthday:July 10, 1973 Birthplace:Iligan City, Mindanao Sex:Male Marital Status:Married Language:English, Tagalog, & Visayan Nationality:Filipino Mobile:-/-