Mervilyn Constantino
San Manuel, Tarlac, Philippines
Executive/ Virtual Assistant & Customer Service Specialist with 18+ years of experience assisting with and fulfilling the organization’s business solutions and customer service needs. A proven track record of utilizing my excellent personal, communication, and organizational skills to lead and improve customer handling processes, boost B2B or B2C sales, and implement long-term strategies. Team player with excellent communication skills, high-quality work, and a strong drive for self-motivation. Strong negotiating skills and business acumen, with the ability to work independently.
Experience
OCT 2024 – Oct 2025
General Virtual Assistant & Business Solutions Specialist | Gourmet Food Marketplace | Remote
Assisted with lead sourcing, customer outreach, and prospecting. Performed administrative tasks to help build relationships with target businesses and existing customers. Handled social media interactions and marketing outreach.
NOV 2021 – AUG 2024
General Virtual Assistant (Customer Service & Insurance Verifier) | Go2 Careers | Remote
The first client was Yummy Bazaar, an E-commerce Food Company.
Enhanced customer satisfaction and contributed to business growth by providing prompt, accurate responses via chat, email, and phone, leading to repeat business and referrals. Resolved customer issues on first contact, reducing escalations to higher-level support. Assisted the CEO and her team with administrative tasks like escalations & discount management, and claims & refunds processing.
The second client was Airrosti Rehab Centers, a healthcare group.
Accurately verify patients’ insurance benefits for upcoming appointments using online portals or the insurer’s hotline. Update demographic information based on the available data, and coordinate with other teams or departments as needed.
nov 2018 – AUg 2021
Public Relations & Marketing Officer | LGU of Parañaque | Parañaque, Philippines
Increased brand awareness by implementing targeted marketing campaigns and effectively managing all social media accounts. Coordinated innovative strategies to accomplish marketing objectives and boost long-term recognition in the community. Organized events and activities to showcase library services, generating valuable exposure to patrons.
MAR– SEP 2017
Sales Executive turned Team Leader | Proventa International | Makati, Philippines
Achieved sales goals by cultivating & securing new customer relationships. Mentored junior team members, fostering a positive work environment that encouraged professional growth. Set appointments with executives and developers from different pharmaceutical companies.
Jun 2015– DEC 2016
Telemarketer/ Appointment Setter | Remote Staff Inc. | Makati, Philippines
Achieved goals and targets by cultivating and securing new customer relationships. Set appointments with interested clients to attend free Forex trading seminars in their area (UK and South Africa).
Mar 2014– May 2015
Mortgage Customer Service Representative | Ocwen Business Solutions | Pasay, Philippines
Promoted a positive brand image by delivering an exceptional customer service experience through active listening, problem-solving skills, and genuine care for client needs. Maintained compliance with federal regulations through diligent review of loan documents and adherence to company policies.
May 2012– Aug 2013
AMEX Customer Service Representative | Hinduja Global Solutions | Pasig, Philippines
Received inbound customer calls related to their credit cards, invoices, statements, and other fundamental questions. Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers. Conducted thorough investigations for refund claims, gathering necessary information to make informed decisions on behalf of the company.
apr 2011– apr 2012
Virgin Australia Customer Service Representative | Sitel Philippines | Quezon City, Philippines
Managed a high volume of inbound phone inquiries for an airline company, providing accurate information on availability and pricing options. Maintained calm under pressure while managing stressful situations involving delayed or canceled flights. Adapted communication style based on each individual's needs, providing clear instructions for non-native English speakers or those requiring additional support.
jan 2009– nov 2010
Mortgage Customer Service Representative, then Quality Analyst | Zenta Global Philippines | Taguig, Philippines
Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges. When promoted as Quality Analyst, I provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements. Provided regular updates to team leaders and management on quality metrics by communicating consistency problems or production deficiencies.
Skills & Strengths
Tools Proficiency in CRM (Salesforce, Hubspot, Zendesk, SugarCRM), and other tools for daily tasks and communication (Shopify, ShipStation, Microsoft Office & Google Workspace, Slack, Zoom, Teams, Intercom, Capcut, Canva, ChatGPT, Grammarly, and many more.) • High attention to detail • Problem-solving skills • Communication Skills (English C2 Level equivalent to IELTS score of 9 & a TOEFL score of 120)
Education
2005 – 2007
Bachelor of Science in Business Administration Major in Management| Polytechnic University of the Philippines (PUP)| Taguig City, Philippines
Courses & Certifications
Call Center 101 & Communication Skills Training (100 Hours) • Diction, Intonation, Enunciation, Tone (D.I.E.T. Training - 40 Hours) • Canva Design Milestone Badge • Virtual Assistant Training
