Mervin Panelo

Throughout my career, I have built a strong foundation in customer service, operations, and client management across multiple industries. My journey began as a Customer Service Representative with Sitel (AT&T Billing Department) and later with Teleperformance (Flowers to Deliver). In these roles, I developed core skills in handling customer inquiries, resolving billing and service-related concerns, processing transactions, and providing tailored product recommendations. I gained valuable experience in de-escalating situations, maintaining professionalism under pressure, and ensuring a positive customer experience while strictly adhering to company policies and compliance standards. These positions enhanced my ability to multitask, communicate effectively, and think critically when addressing customer needs.

Currently, I serve as a Direct Message (DM) Setter for SnMac, where my responsibilities include engaging potential leads through Facebook direct messages, answering inquiries, and converting interest into scheduled appointments. This position has sharpened my skills in managing multiple conversations at once, maintaining attention to detail, and guiding prospects smoothly through the appointment-setting process. It has also strengthened my ability to nurture leads, build rapport in writing, and ensure clear communication in a fast-paced digital environment.

In addition, I hold the role of Operations Manager at Amazing Water Inc., where I oversee recruiting and training new agents, monitoring performance, and ensuring workflow efficiency. I rely on tools such as QuickBooks, Google Workspace, and Smartsheet to manage operations, streamline processes, and track productivity. Leading a remote team has further enhanced my skills in delegation, conflict resolution, and operational planning. I have learned how to balance team needs with company goals, maintain accountability, and address challenges quickly to ensure smooth day-to-day operations. This experience has prepared me to provide effective executive-level support by combining organizational management with hands-on problem-solving.

Beyond these roles, my career spans industries including real estate, advertising, construction, health and wellness, and home improvement. Working in such diverse environments has made me highly adaptable and versatile. I have successfully managed both B2B and B2C communications, consistently met or exceeded client expectations, and learned to tailor my approach based on the specific industry and audience.

Overall, my professional journey reflects a balance of customer-facing expertise, operational leadership, and cross-industry adaptability. I bring a proven track record of problem-solving, communication, multitasking, and leadership—skills that allow me to contribute value in any organization while continuing to grow in my career.