Kristine Joy Mercado
Customer Support | Virtual Assistant
Quezon City
Summary
Successful at efficiently handling client inquiries, billing, and administrative tasks. Familiar with contracts and other documents affecting billing processes. Prepares professional, polished statements, and business correspondence.
Overview
2025
2025
years of professional experience
11
11
years of post-secondary education
2
2
Languages
Work History
Billing Specialist
Global Parcel Services
03.2023 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Contributed to improved financial reporting by reconciling discrepancies between invoiced amounts and actual payments received.
Senior Process Executive
Cognizant Technology Solutions
1 2020 - 04.2023
- As a Senior Process Executive, we are handling case management and order approval requests
- We also use Google Sheets whenever we need to input all necessary data to check the orders made by the Account Associates
Customer Account Associate
24/7 InTouch
07.2019 - 12.2019
- We are handling an online grocery shopping account and we help customers whenever they have issues with the order that they received
- We are assisting the customers via email
Account Associate
VXI Global
06.2017 - 04.2019
- We handled an international telecommunications company together with their cable account
- We assist the customers over the phone about their issues with their cables, mobile phone services and internet services
- We also help them understand their bills and offer service upgrades once they are eligible to do so
Customer Service Representative
Alorica
01.2015 - 06.2017
- We handled an international telecommunications company and we assist customers in setting up payment plans for their bill and help them settle the bill over the phone
- During my stay with Alorica, I was given an opportunity to be one of the mentors for training newly hired customer service
- We check their progress in training and we also make sure that they are ready to take in phone calls and give the best customer service quality
Education
BS - Psychology
The National Teachers College
Quiapo, Manila 06.2012 - 06.2023
Skills
Data Entry
Customer Phone Support
General Admin Task
Email Support
Invoice Processing
Payment posting
Customer Engagement
References
References available upon request.
Personal Information
- Place of Birth: Masbate, Philippines
- Date of Birth: 08/25/96
- Gender: Female
- Nationality: Filipino
- Marital Status: Single
Timeline
Billing Specialist
Global Parcel Services
03.2023 - Current
Customer Account Associate
24/7 InTouch
07.2019 - 12.2019
Account Associate
VXI Global
06.2017 - 04.2019
Customer Service Representative
Alorica
01.2015 - 06.2017
BS - Psychology
The National Teachers College
06.2012 - 06.2023
Senior Process Executive
Cognizant Technology Solutions
1 2020 - 04.2023
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