Jayson Bermas Mercenes
Team Manager
San Andress Bukid
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
11
11
years of professional experience
Work History
Team Leader
Alorica (west Contact)
04.2021 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Technical Support
West Contact Solutions
01.2016 - Current
- Increased customer satisfaction by providing expert technical support for electronic products.
- Provided exceptional technical support for clients experiencing issues with implemented modules.
Customer Service Representative
Teleperformance Manila Phil
06.2014 - 01.2016
- 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.
Customer Service Representative
Harte Hanks Manila Phil
03.2014 - 04.2015
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
AB - Philosophy, English minor
ST PETER’S COLLEGE SEMINARY
San Pablo, Laguna01.2005
AB - Philosophy, Psychology minor
ST ANTHONY MARY CLARET COLLEGE
01.2011
Skills
- Sales and Customer Service
- Technical Support
- Employee relations and communications
- Agent’s performance management and monitoring
- One-on-one performance coaching and personnel development
- Critical thinking and decision-making
Timeline
Team Leader
Alorica (west Contact)
04.2021 - Current
Technical Support
West Contact Solutions
01.2016 - Current
Customer Service Representative
Teleperformance Manila Phil
06.2014 - 01.2016
Customer Service Representative
Harte Hanks Manila Phil
03.2014 - 04.2015
AB - Philosophy, Psychology minor
ST ANTHONY MARY CLARET COLLEGE
AB - Philosophy, English minor
ST PETER’S COLLEGE SEMINARY
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