MATT ELLON CABUSAO MERCADO
Ridgewood Towers Condominium Units Building 2 Taguig City Metro Manila
Summary
Seasoned Business Development Representative, Fraud Detection Professional, Customer Service & Billing Executive, Technical Support Executive, Outbound and Inbound Sales Executive with22 years of Experience Eager to Drive Growth at your Esteemed Company.
Overview
22
22
years of professional experience
Work History
Everyday Banking Customer Care Executive
Wells Fargo Bank
10.2024 - 01.2025
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
- Streamlined customer support processes for improved call handling times and resolutions.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
AT&T Mobility Technical Support
VXI Holdings Incorporated
04.2023 - 11.2024
- Responsibilities include diagnosing and repairing faults, resolving network issues
- Upgrading hardware and software solutions
- Troubleshooting technical issues
- Speaking to customers to quickly get to the root of their problem
- Providing timely and accurate customer feedback and support
- Talking to customers through a series of actions to resolve a problem
- Following up with clients to ensure the problem is resolved
- Supporting the roll-out of new applications
- Providing support in the form of procedural documentation
- Managing multiple cases at one time
- Testing and evaluating new technologies
- Conducting electrical safety checks on equipment
- Talk to customers directly, as well as via written communication, requiring excellent written and verbal communication
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
- Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.
- Established a strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
- Maximized productivity by maintaining an organized work environment and managing multiple projects simultaneously.
- Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
- Exceeded company metrics consistently for closed support cases per month while maintaining high-quality service standards.
- Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
- Reduced call wait times by effectively prioritizing incoming technical support requests and delegating tasks accordingly.
- Maintained up-to-date knowledge of industry trends, allowing for informed recommendations on technology solutions that met client needs best.
Business Development Representative
Wheelhouse Enterprises C/O iTalk Call Center
07.2024 - 07.2024
- I am in charge of bringing new business opportunities through cold calls
- Driving strategic opportunities for Wheelhouse’s business
- My task may be used to drive partnerships and/or growth, furthermore it is most often leveraged within the sales team for lead generation
DIRECTV Customer Service & Billing Executive
VXI Holdings Incorporated
07.2022 - 04.2023
- Provide Directv customers with quality customer service and technical support
- Troubleshoot Directv products
- Evaluate customer concerns and resolve problems in order to maintain customer satisfaction
- Operate multiple telephone systems to answer incoming calls, and direct callers to appropriate staff or departments
- As a Billing Executive, responsible for timely and accurate analysis of the customer’s invoices
- Required to lead support and analytical problem-solving skills
- Worked closely with performance team to answer invoicing questions or manage related issues
Card Fraud Risk Analyst
EmiratesNBD
12.2006 - 04.2011
- Monitoring transactions on Credit / Debit Cards to facilitate early Detection of Fraud
- Familiar with systems like VRM (Visa Risk Manager)
- Interact with cardholders to verify suspicious transactions or scams
- Take preventive measures against temporary / permanent hold on the card
- Ensure timely detection of potential fraud and implement built specific strategies to address risk mitigation
- Conduct case studies of fraud detection to find a common trend and placing appropriate restrictions on card, country type of transactions
- During a contingency, provide support for cardholders and advise them genuine usage found in countries which are blocked for various use
- Liaise with Authorizations to unblock high risk countries
- Assist the supervisor in creation of MIS
- Responsible for fraud prevention unit
- Ensuring the customer’s satisfaction with turn around time
- Extend customer service to assist card related issues and POS limit to facilitate further usage of the card, thereby minimizing service related issues
EmiratesNBD Call Center Executive
EmiratesNBD (The Buzz Call Center)
12.2002 - 11.2006
- The call center in EmiratesNBD is an inbound call center and involves providing service to Corporate, VIP and Retail clients
- Responsibilities: Providing service and solutions for Retail Corporate and VIP clients
- Responding and resolving customer queries related to credit cards and POS machines
- Dealing effectively with customer complaints and resolving them
- Handling escalations, if calls, if they are not resolved by the team members with extensive analysis
- Preparing daily and weekly productivity reports for submission to the organization
- Preparing weekly productivity reports for call center agents, which includes total call time and total hold time improvement for team members
- Appraising the team members for improvement for team members
- At all times projecting a highly professional image of the organization to the customers
- Skills: Customer Satisfaction
Education
Bachelor Of Arts Major In Philosophy - Philosophy
Mother of Good Counsel Major Seminary
Del Pilar, San Fernando, Pampanga C-200004.1995
High School Diploma - Secondary Education
Mother of Good Counsel Minor Seminary
Del Pilar, San Fernando, Pampanga C-200204.1994
Skills
Verbal and Written Clear Written Communication
Proficient in Microsoft Office
Problem-Solving Skills
Conducting Investigations
Attention to Detail
Customer Engagement Skills
Experience with Oracle CRM
Effective Effective Problem Resolution
Effective Cross-Functional Collaboration
Strong Learning Capacity
Attention to Detail
Strategic Leadership
Retail Banking Expertise
Outbound Client Support
Responsive Client Service
Online Research
Consumer Insights Research
Revenue Projection Skills
Prospective Client Outreach
Strategic Development
Strategic Competition Assessment
Client Relationship Development
Contract Effective Negotiation Skills
Comprehensive Product Expertise
Financial Performance Evaluation
Email Automation Solutions
Sales Automation Software
Experience with Analytical Software
Excel Proficiency
Salesforce Proficiency
HubSpot Proficiency
Google Analytics Proficiency
LinkedIn Sales Expertise
Proficient in Cold Calling Software
Communication
Problem Solving
Effective Time Management
Team Collaboration
Persuasive Techniques
Logical Reasoning Skills
Compassionate Communication
Responsive to New Challenges
Stress Management Skills
Effective Listening
CRM System Proficiency
Negotiation
Comprehensive Customer Engagement
Customer-Focused Technical Assistance
LINKS
- Facebook: https://www.facebook.com/matt.mercado?mibextid=ZbWKwL
- LinkedIn: https://www.linkedin.com/in/matt-ellon-c-mercado-643372a8b
Timeline
Everyday Banking Customer Care Executive
Wells Fargo Bank
10.2024 - 01.2025
Business Development Representative
Wheelhouse Enterprises C/O iTalk Call Center
07.2024 - 07.2024
AT&T Mobility Technical Support
VXI Holdings Incorporated
04.2023 - 11.2024
DIRECTV Customer Service & Billing Executive
VXI Holdings Incorporated
07.2022 - 04.2023
Card Fraud Risk Analyst
EmiratesNBD
12.2006 - 04.2011
EmiratesNBD Call Center Executive
EmiratesNBD (The Buzz Call Center)
12.2002 - 11.2006
Bachelor Of Arts Major In Philosophy - Philosophy
Mother of Good Counsel Major Seminary
High School Diploma - Secondary Education
Mother of Good Counsel Minor Seminary
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