Virtual Professional
Resume:
EDUCATION
Xavier University – Ateneo de Cagayan
BS in Information Mgmt., Graduated
Award Received: Best in System Development Project Award – CASCOM POS System
Montessori de Oro
1991 - 2001
Primary and Secondary Education
MARJORIE
MERCADO
VIRTUAL PROFESSIONAL
CONTACT
PHONE:
ADDRESS:
Regency Plains Subd., Iponan
Cagayan de Oro City, Philippines
EMAIL:
adaufw@r.postjobfree.com
adaufw@r.postjobfree.com
SKYPE :
ivas.marjorie.mercado
PROFILE
• Has over 4 years of work
experience as a virtual assistant,
supporting real estate clients from
USA.
• Over nine (9) years of
telemarketing/customer service
experience providing customer
support in a busy call center
environment.
WORK EXPERIENCE
Jan 2018 - Present
Multifamily Investing Academy (Nashua, NH)
Social Media Marketing Associate
• Create ads and manage posts in social media sites and social networking sites to promote sales.
• Review and respond to online queries from potential clients/students of the academy.
• Prepare workflow presentation of transaction processes.
• Identify and understand businesses needs/processes, and make recommendations.
Jan 2018 – Sep 2019
Alamo Cash Buyers (San Antonio, TX USA)
Marketing Associate / Lead Specialist / Virtual Assistant
• Conduct research to identify potential prospects with the use of CRM, people search engines, etc.
• Collect and research potential real estate buyers and sellers from various sources including but not limited to county court cases, Craigslist, company website, public notices and social media sites.
• Build business relationship to company clients and employees such as project managers, realtors, private lenders, private sellers and buyers, etc.
• Advertise company’s inventories in social media sites, classified ads online and social networking sites to promote sales.
• Prepare workflow presentation of transaction processes.
• Identify and understand businesses needs/processes, and make recommendations.
• Make cold calls to potential real estate sellers with the use of a CRM. Total calls made per day could reach up to 200 – 300 per day.
• Help manage agent performance, provide coaching, and plan improvement.
• Undergone intensive training for
customer service from world-
known outsourcing companies to
provide world-class quality in call-
handling and client relations, from
the first call of the day to the last.
• Independent and solid team
member with strategic-
relationship/partnership-building
skills: listen attentively, solve
problems creatively, and use tact
and diplomacy to find common
ground and achieve win-win
outcomes.
• Proficient in basic computer
processing, particularly in Microsoft
Office.
• Has knowledge in Systems Analysis
and Design (SAD), Visual Basic,
Microsoft Access, MYOB, and
Webpage designing in HTML
• Has knowledge in business systems
management, marketing and other
commerce related fields.
• Fluent in English, Tagalog, and
Visayan language.
Oct 2015 – Oct 2018
Cash4Houses.NET / Homes2Go.NET / Loans2Go.NET (San Antonio, TX)
Marketing Associate / Lead Specialist / Virtual Assistant
• Conduct research to identify potential prospects with the use of CRM, people search engines, etc.
• Collect and research potential real estate buyers and sellers from various sources including but not limited to county court cases, Craigslist, company website, public notices and social media sites.
• Build business relationship to company clients and employees such as project managers, realtors, private lenders, private sellers and buyers, etc.
• Advertise company’s inventories in social media sites, classified ads online and social networking sites to promote sales.
• Prepare workflow presentation of transaction processes.
• Identify and understand businesses needs/processes, and make recommendations.
Nov 2016 - Jan 2018
ARM Solutions (Portland, OR)
Marketing Associate / Lead Specialist / Virtual Assistant
• Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
• Retrieve daily reports from public records available online such as county court cases and social media sites and take appropriate action based on information provided.
• Maintains CRM and lead database to make sure that all lead information is updated.
• Create new marketing ads daily and weekly to promote company’s objective of buying properties within Portland, OR
• Use internet marketing through social media sites and classified ads online to market the company.
Sep 2015 - Feb 2016
Brick Wall of Homes (Charlotte, NC)
Inside Sales Agent / Transaction Coordinator
Attend to 50 sellers per day and shortlist 3-5
motivated sellers in a week.
Collect and call potential buyers and sellers
from various sources including but not limited
to county court cases, craigslist, company
website, social media sites – thus, keep track
of appointments on Daily Tracker Sheet.
Be the first point of contact in handling real
estate buyers and sellers’ inquiries or
complaints.
Screen and interview potential sellers and
react accordingly.
Submit weekly numbers to RE
investor/owner.
Identify and understand businesses
needs/processes, and make
recommendations.
Feb 2010 – Apr 2015
Convergys Philippines Incorporated – Cebu City
CSR - Risk Management Analyst/ Cluster Leader / Assistant Reports Analyst I was able to handle two LOBs (line of business) supporting the 2nd best known bank in the US for their credit card operations: fraud specialist for the first 3 and a half years of tenure and customer service associate for Fuel and Specialty Merchants for the remaining tenure. Also, I handled customer’s bank inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions, most especially on credit card fraud issues. Key Accomplishments:
Managed a high-volume workload (inbound and outbound) within a deadline-driven environment. Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in al areas (speed, accuracy, volume).
Became a cluster leader for new and tenured reps, supporting 7-10 heads in a team, particularly mentoring agents and facilitating unit managers in analyzing agent performance, providing coaching, and planning improvement.
Helped company attain the highest customer service ratings by consistently receiving unsolicited feedback from customers -- earned an average of 95% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Consistently commended and recognized as among of the top 10 agents (based on month-to-date and quarterly reports) for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Completed voluntary customer service training to learn ways in enhancing customer satisfaction and improving productivity.
Undergone a voluntary training in assisting the production floor in generating daily, week-to-date and month-to-date reports. Feb 2007 – Feb 2010
Aegis People Support Inc. – Cebu City
TSR - Installation Specialist / CSR - Risk Management Analyst I initially started in an ISP (Internet Service Provider) account for a known US-based internet provider as an installation specialist attending inbound billing and installation status inquiries for a year. Then, cross- trained to be in a banking account for the largest bank in the USA supporting 2 different LOBs (line of business) namely, application by phone and fraud specialist for credit card operations, both inbound. Key accomplishments:
Listened to and resolved customer complaints pertaining to telephone and internet installation, including billing issues affected by the installation.
Assisted clients in choosing the best credit card fitted for their needs. Despite the quota required for credit card sign-ups, keenly observed bank’s regulation by providing fair and transparent call quality.
Cross-trained in 2 different LOBs under the same banking account to learn new support and procedures, and fill in for increasing call volumes.
As a fraud specialist, worked as an expert frontline for the bank to maintain customer’s trust by handling confidential information in outmost care and security.
Jun 2006 – Dec 2006
Arriba Telecontact Inc. – Cagayan de Oro City
Data Entry / Marketing Outbound Specialist
I started as data entry clerk for an Australia-based company calling potential leads and requesting for their fax numbers to complete a new directory listing. Then, moved to an US-based magazine company calling US professionals to sign-up for a magazine subscription, profiled based on their profession.
Key accomplishments:
Detail-oriented and initiated call queue strategies to minimize mistakes and maximize outcomes. In effect, able to competently compete with the best agents in a matter of days.
Able to exceed quota of up to an average of 110% daily. Mar 2006 – May 2006
English Language Tutorial Facility for Korean Students – Cagayan de Oro City
English Tutor
Responsible in teaching Korean students the basic English usage and vocabulary.
Key accomplishments:
Utilize variety of teaching methods including role-playing, discussions and visual effects.
A face-to-face interaction with 2-3 Korean students enforcing rules and behaviors to maintain understanding and order among the students.
Work with students on individual and small group basis to reinforce learning concepts, help complete assignments and improve performance.
Assisted in designing lesson plans focused on age and level- appropriate materials.
Oct 2005 – Dec 2005
Apple Electronics and General Computer Services
Liaison Officer (part-time)
In charge of filing government required documents, running errands and perform legal research for the company to perform its business in a timely, accurate and legal manner.
Key accomplishments:
Audited expenses and reimbursements incurred in filling legal fees.
Visited government offices and barangays to file for clearances, permits and business requirements.
To maximize after school hours, strategize ways to complete multiple tasks simultaneously and following through daily goals. Apr 2005 – May 2005
National Economic Development Authority (NEDA) –RDC Region 10 On-the-job Trainee
Worked on computer processes which include computer data entry, programming and map sorting.
Key accomplishments:
Extensively trained in creating detailed description of significant locations found in a Philippine map, particularly region 10, which can hasten the institution’s economic research and development.
Assigned position finder for certain locations and programmed easy search tools.
Created map legends and facilitated training for employees to learn about the development of project scopes.
Carry out quality assurance test to discover errors and optimize usability.
TRAININGS
Jul 24 - Aug 7, 2015
“ Introduction to Real Estate Processes in the US and Real Estate Lead Management” by MyOutdesk Phils, Inc.
Aug 24 - Sep 30, 2015
“Real Estate Investor Virtual Assistant Services Training” by MyOutdesk Phils, Inc.
Nov 06 – 30, 2006:
“American Accent Training” by Versatel Training Center Oct 02 – 13, 2006
“English Proficiency Training” by Versatel Training Center
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