Jeffrie Mercado
Calamba
Summary
Accomplished Technical Support Representative with extensive experience in resolving complex technical issues, software installation, and database management. Proven track record as a Leadership and Development Trainer, adept at designing and delivering impactful training programs that enhance employee performance and morale. Demonstrated success as an Account Developer in negotiating contracts and expanding client bases. Skilled in customer support, technical troubleshooting, and fostering long-term client relationships. Career goal includes leveraging expertise to drive organizational growth and innovation. Bringing strong foundation in problem-solving and communication, I excel at helping users navigate technical challenges with clarity and patience. My background in customer service and technical troubleshooting ensures efficient and empathetic support. Adaptability and keen attention to user needs allow me to resolve issues effectively while fostering positive user experiences.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.
Overview
22
22
years of professional experience
1
1
Language
Work History
Technical Support Representative
Firstsource Solutions Limited
Taguig
01.2024 - Current
- Handling calls from the pharmacist in the US and helping them to resolve any technical issues.
- Supporting agents with any technical issues they encountered from the pharmacist.
- Upgrading the software versions.
- Making sure to provide an accurate resolution.
- Helping pharmacists to remember the resolutions that we make for their reference in case they may encounter the same issue in the future, so that they will be able to fix the issue without calling back.
- Making changes to the database to resolve an unusual database issue.
- Reaching out to the pharmacist to confirm the permanent resolutions.
- Acknowledging all cases in the Portal to ensure that their issues are addressed in a timely manner.
- Seek assistance from the higher tier level of technical representatives for any unusual issues to provide immediate resolutions to the concerns.
- Helped customers set up new systems, applications and software.
- Maintained a high level of product knowledge to offer expert advice on technical queries.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided technical assistance to customers via phone, email, and chat, resolving issues efficiently.
- Provided clear and concise step-by-step technical support to guide clients.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Conducted remote troubleshooting sessions to identify and solve technical problems.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Managed customer expectations by communicating clear timelines for issue resolution.
- Diagnosed system and software malfunctions, guiding users through step-by-step solutions.
- Coordinated with external support services to resolve complex technical problems that required specialized expertise.
- Resolved service user requests within target timeframes.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Utilized diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Offered guidance on installation, configuration, and upgrade processes for software and hardware.
- Used support tickets to track and speed up incidents.
- Used remote access to navigate and link to customer computers.
- Logged detailed records of customer interactions, issues, and resolutions in a database.
- Collaborated with technical teams to escalate complex issues and track resolution progress.
- Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Organized and participated in weekly team meetings to discuss challenges and share knowledge.
- Documented actions taken using work order system within [Software].
- Installed new hardware and software to meet system specifications and user needs.
- Utilized technical databases and resources to research and resolve unfamiliar issues.
- Identified system performance issues, providing swift remedial action.
- Analyzed system logs and identifying patterns to preempt technical issues before they affected business operations.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
Leadership and Development Trainer
Telephilippines
Mandaluyong
09.2015 - 01.2024
- Mentored learners to build subject confidence and competence.
- Delivered training programs within allocated timeframes.
- Conducted regular assessments to evaluate trainee progress and identified areas requiring further attention.
- Coordinated with department heads to identify training needs, aligning programs with strategic goals.
- Maintained up-to-date knowledge of industry best practices to incorporate into training programs.
- Assessed student progress to respond to additional support needs.
- Established a continuous learning culture by introducing monthly knowledge-sharing sessions.
- Kept training data and documentation secure for full compliance.
- Developed complete training programs and led training using expert learning techniques.
- Provided additional materials to enhance training.
- Measured quality and effectiveness of training programs using established methods.
- Developed and delivered engaging training sessions for new employees, focusing on company policies and procedures.
- Developed training programs to meet business and learner requirements.
- Met individual needs through attentive, student-centered training approaches.
- Led motivational sessions that boosted employee morale and fostered a positive work environment.
- Utilized feedback from participants to refine training approaches, achieving higher satisfaction rates.
- Developed long-term training strategies for new and existing employees across multiple departments.
- Engaged employees in new learning and development schemes.
- Prepared instructional materials in handbooks, visual aids and demonstration models.
- Documented participant attendance, engagement and progress.
- Reduced process gaps by effectively training new hires on best practices and protocols.
- Facilitated interactive workshops on customer service excellence, improving team performance significantly.
- Encouraged participation, interaction and feedback for dynamic adult learning sessions.
- Completed frequent assessments of training materials, structure and success rates in order to enhance programs.
- Employed appropriate teaching and coaching strategies for target clients.
- Implemented innovative e-learning solutions to enhance access to training resources for remote employees.
- Promoted a feedback culture, encouraging constructive criticism to drive continuous improvement in training delivery.
- Evaluated learning outcomes against business needs and implemented plans aligned with objectives.
- Set up and maintained virtual training portals, enabling accessible resources.
- Oversaw the certification process for employees undertaking professional development courses.
- Orchestrated team-building activities that enhanced collaboration and communication among staff members.
- Facilitated conferences, meetings and demonstrations for [Type] guests.
- Promoted culture of Continued Professional Development (CPD).
- Allocated resources, budgets and trainers to meet program goals.
- Tailored leadership development programs for high-potential employees, preparing them for management roles.
- Developed comprehensive competency models for key positions, ensuring alignment between job requirements and training content.
- Identified skill gaps through assessments and addressed them with targeted development initiatives.
- Created a mentorship program that paired experienced employees with new hires, fostering knowledge transfer and relationship building.
- Utilized feedback from post-training surveys to identify areas for improvement in future course offerings.
- Enhanced employee performance by designing and delivering engaging training programs tailored to specific needs.
- Facilitated workshops focused on leadership development, conflict resolution, communication skills, and team building.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and implemented successful onboarding program.
- Conducted regular evaluations of training programs, making adjustments as needed to maintain relevance and effectiveness.
Account Developer Salesman
Asiawide Refreshment Corporation
Calamba
11.2011 - 09.2012
- Negotiated contracts with new clients, securing profitable deals and expanding the company's client base.
- Identified cross-selling opportunities through ongoing customer needs analysis.
- Closed long-term agreements through skillful negotiation.
- Planned and developed winning strategies to increase sales, expand territories and boost market positioning.
- Fostered long-term relationships with key clients, suppliers, and partners to support business objectives.
- Developed and executed go-to-market strategies for new products and services, achieving targeted sales objectives.
- Analyzed market trends and competitor activities to identify opportunities for business expansion.
- Coordinated with marketing teams to develop promotional materials and campaigns for target markets.
- Created customer awareness of goods, services and special promotions with creative advertising strategies.
- Compiled and analyzed sales data to report on performance and plan future sales strategies.
- Developed and maintained lasting relationships with key accounts to foster business growth.
- Communicated regularly with clients via email, phone, and in-person meetings to ensure satisfaction.
- Managed a portfolio of accounts, consistently meeting or exceeding targets.
Quick Service Restaurant Crew Member
Greenwich Food Corporation
Calamba
06.2004 - 09.2005
- Provided efficient and courteous service to customers, enhancing their dining experience.
- Collaborated with kitchen staff to coordinate order preparation and minimize wait times.
- Maintained cleanliness and organization in the dining area, following hygiene regulations.
- Offered flexibility to work changing breakfast, lunch and dinner shifts.
- Monitored food quality and presentation before serving, making adjustments to meet company standards.
- Coordinated with delivery services to ensure accurate and timely order fulfillment.
- Maintained cleanliness and organization in dining and kitchen areas, adhering to health regulations.
- Completed cleaning and serving tasks to high-quality standards.
- Engaged with customers to gather feedback, contributing to service enhancement initiatives.
- Prepared food items according to established recipes, maintaining high-quality standards.
- Provided high-level customer service by going the extra mile to identify and cater to customer needs.
- Trained new crew members, providing guidance on store policies and operational procedures.
- Checked completed orders for quality, accuracy and correct portioning and presentation.
- Managed food waste efficiently, recording and reporting any discrepancies.
- Maintained a clean and tidy [Type] area, minimizing potential health risks and trip hazards.
- Assisted in training new employees to aid overall team performance.
- Greeted customers within [Number]-second timeframe, minimizing wait times by [Number]%.
- Monitored expiry dates of products to ensure freshness and compliance with food standards.
- Provided outstanding customer service through [Skill] and [Skill], treating all customers with respect and professionalism.
- Placed items into fryer baskets following good safety practices to minimize risk of accidents.
- Participated in team meetings to discuss performance goals and operational improvements.
- Collaborated with team members to ensure smooth service during peak times, demonstrating strong teamwork skills.
- Took customer orders accurately, offering menu recommendations and answering queries about ingredients.
- Handled customer complaints with empathy and professionalism, working to resolve issues quickly.
- Processed payments efficiently, handling cash, credit card transactions, and providing accurate change.
- Handled customer complaints, using excellent problem-solving skills to resolve issues efficiently.
- Prepared food to match quality standards and customer expectations.
- Kept food preparation areas sanitized for excellent hygiene standards.
- Worked within variety of kitchen stations, including food prep, cooking and dishwashing.
- Advised customers on menu items, took orders and processed payments.
- Prepared food items following strict hygiene and safety standards, maintaining quality control.
- Kept restaurant clean by conducting regular deep cleans.
- Served meals and beverages to guests promptly, ensuring a satisfying dining experience.
- Maintained excellent team relationships by going the extra mile to assist colleagues needs and requests.
- Assisted in opening and closing procedures, preparing the establishment for business and securing it at day's end.
- Maintained smart and tidy appearance by complying with corporate dress code.
- Completed daily checklists of tasks to meet health codes and maintain clean space.
- Trained new crew members on job duties, company policies, and service excellence standards.
- Managed inventory levels, restocking supplies and ingredients as needed to support kitchen operations.
- Drove team success by completing allocated tasks quickly and accurately.
- Greeted guests upon arrival, providing a warm welcome and guiding them to their seats.
- Engaged with guests to gather feedback on their dining experience, aiming to enhance satisfaction.
- Participated in staff meetings to provide feedback and suggestions for improving service and operations.
- Processed high volume of customer orders daily using Point Of Sale (POS) software.
- Conducted regular checks on restroom facilities, ensuring they were clean and well-stocked for guest comfort.
- Received incoming shipments and stored according to correct procedures to minimize spoilage or contamination.
Food Production Operator
Tri Media Janitorial And General Services
Cabuyao
02.2004 - 05.2004
- Built and maintained courteous and effective working relationships.
- Kept food production areas spotlessly clean, maintaining exceptional hygiene levels.
- Operated food production machinery with precision, adhering to health and safety guidelines to maintain product quality.
- Conducted regular workstation cleaning and sanitizing to ensure food safety and hygiene.
- Cleaned production equipment and tools thoroughly to maintain hygienic production environments.
- Operated packaging, production and food handling machinery, including forklifts, vacuum sealer and industrial blenders.
- Assembled, packaged and labeled products, strictly following company guidelines.
- Picked and packaged fresh produce in line with safe food handling regulations.
- Adhered to strict hygiene and safety protocols to prevent contamination and ensure workplace safety.
- Packaged finished products efficiently, ensuring accurate labeling and presentation met company and regulatory requirements.
- Decorated different cakes for various occasions.
- Assembled and packaged food items securely to meet company standards.
- Operated food production equipment safely and responsibly for quality output.
Education
Bachelor of Science - Bachelor of Secondary Education
Bulacan State University
San Jose Del Monte01.2018
Skills
Software installation
Personal Information
Driving License: Category B auto, Category B1
Timeline
Technical Support Representative
Firstsource Solutions Limited
01.2024 - Current
Leadership and Development Trainer
Telephilippines
09.2015 - 01.2024
Account Developer Salesman
Asiawide Refreshment Corporation
11.2011 - 09.2012
Quick Service Restaurant Crew Member
Greenwich Food Corporation
06.2004 - 09.2005
Food Production Operator
Tri Media Janitorial And General Services
02.2004 - 05.2004
Bachelor of Science - Bachelor of Secondary Education
Bulacan State University