MERVIN FRANCISCO TOLADRO

** ****** ** *******, *******, T2A 0J7 • 780-***-**** • ac8qe5@r.postjobfree.com PROFILE SUMMARY

• 16 years progressive experience in customer service in the IT, banking, internet, network, consulting & food industry

• Utilize in-depth knowledge in customer service, technical support, access, provisioning, computer software & hardware, internet, network, content management, data encoding & maintaining databases, research & development, Windows environment, policies & legislations in service management environments

• Skilled in basic scripting & programming, technical troubleshooting, analysis, problem-solving strategies, multi-tasking, support ticketing systems, call center, software & web-based applications & equipment, knowledge-based systems, & server administration

EDUCATION & CERTIFICATION

Workplace Hazardous Materials Information System (WHMIS) 2017 Calgary, Alberta, Canada

Bachelor of Science in Computer Science 1998

Adamson University, Manila, Philippines

TECHNICAL PLATFORM

Visual Basic, Java Programming, HTML, Flash MX, Swish 2.0, Visual Foxpro, Basic to advanced telephony systems, Adobe Photoshop, Sharepoint (LiveLink, OpenText), MS Office (MS Outlook, MS Word, MS Excel, MS Visio, MS Project, MS Powerpoint, MS Publisher, MS Access, Adobe Acrobat), Operating Systems (Windows 7,8, Active Directory, VMWare, MacOS), Remote tools (VPN, Skype, Webex), Hardware (PC, Macintosh, Network, Smart Board, Blackberry), Payment Processing/POS Systems WORK EXPERIENCE

DESIGN CONSULTANT / CUSTOMER SERVICE SUPPORT

Lamose Inc., Calgary, Alberta, Canada 2018 to Present

Evaluate client needs to meet their specifications

Develop prototypes or drawings using digital design softwares such as Adobe Illustrator, blueprints, & other tools

Improve existing designs

Collaborate with other design consultants

Provide options & product details to clients

Create product concepts, displays, graphics & layouts

Prepare & maintain current reports, records & data

Regularly achieve sales goals

Research & recommend design developments

Complete special orders, invoicing, scheduling, space planning of showroom & various office tasks

Develop product solutions

Key Achievement/s:

Developed a new design book

FOOD & BEVERAGE SERVER

Sawridge Inn & Conference Centre, Peace River, Alberta 2013 to 2018

Maintain complete knowledge of all regulations & practices & ensure adherence to legislations

Develop client relationships to ensure repeat business & increased guest satisfaction

Execute daily operations of setup, necessary preparations to provide individuals with exceptional experience

Work closely with management, team, & other departments to provide excellent client satisfaction

Ensure accuracy of collected information

Key Achievement/s:

Developed a new recipe based on client research & was featured in the company bulletin IT CUSTOMER SERVICE REPRESENTATIVE

I-magination Solution Pte Ltd., UB Point, Singapore 2010 to 2013

Deliver service & support to end-users operating automated call distribution phone software &/or via remote connection

Interact with customers to provide & process information in response to inquiries, concerns, & requests

Gather customer’s information & determine the issue by evaluating & analyzing the symptoms

Diagnose & resolve technical issues, logins, webhosting, email clients, server errors & more MERVIN FRANCISCO TOLADRO

14 AVENUE SE CALGARY, ALBERTA, T2A 0J7 • 780-***-**** • ac8qe5@r.postjobfree.com

Research required information using available resources

Follow standard processes & procedures

Identify & escalate priority issues per client specifications

Redirect problems to appropriate resource

Offer alternative solutions where appropriate with the objective of retaining customers’ & clients’ business

Follow up & make scheduled call backs to customers where necessary

Stay current with system information, changes & updates CUSTOMER SERVICE SUPERVISOR

Yusai Shoku Restaurant & Ichi Ban Tei Restaurant, Singapore 2008 to 2010

Identify inefficiencies in processes & provide remediation

Prepare & ensure timely delivery of sales reports

Ensures quality of all events, projects, tasks & client deliverables

Train new hires & part-time employees

Obtain & examine all relevant information in order to assess validity of issues & to determine possible causes & remedies needed to ensure a positive overall experience

CREDIT PROCESSOR

United Coconut Planters Bank, Makati City, Philippines 2005 to 2008

Encode & process all approved new, extension, upgrade, deactivation, reactivation, renewal, replacement, downgrade & cancellation request

Enroll credit card account to Automatic Debit Arrangement (ADA) to AR system

Make reports for Credit Performance Review every month

Ensure client security by blocking credit card which are lost upon request by the cardholder IT CUSTOMER SERVICE ASSOCIATE

Advance Contact Solution Inc., Makati City, Philippines 2004 to 2005

Update the database with information from each call and keeping every customer field current

Monitor the customer satisfaction levels and develop methods for increasing them

Create and deliver excellent service by addressing customer inquiries and concerns

Responsible for access provisioning and security Key Achievement/s:

Awardee of the company’s Circle of Excellence

IT CUSTOMER SERVICE REPRESENTATIVE

Vertex Solutions, Pasig City, Philippines 2004

Troubleshoot & guide customers through technical issues

Educate the client with features, benefits & advantages of products & services

Set-up and update accounts

DATA ENTRY / IT CUSTOMER SERVICE REPRESENTATIVE

Philippine National Bank, Manila, Philippines 2002

Utilize advanced Microsoft Excel

Responsible for improving the quality of bank data (key data elements related to client information, account records, etc.) throughout the customer life cycle

Responsible for pre-boarding validation and remediation of any errors in customer information or any business supported

Maintain and ensure strict compliance with department procedures and overall bank policies

Perform regular reporting of business unit data accuracy as required by management

Make recommendations on data integrity when applicable

Monitor and provide reporting data

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