Mervin Panelo

MERVIN DE OCAMPO- PANELO Virtual Assistant SUMMARY In the BPO industry, both in corporate companies and work-from-home setups, I am a highly motivated and professional Virtual Assistant providing high-level support to clients. I possess exceptional communication and interpersonal skills, with a proven ability to work independently and as part of a team. My extensive expertise includes call handling, cold calling, appointment setting, customer support, email and chat support, lead generation, research, data entry, clerical and administrative support, and operations management. I am dedicated to ensuring that clients have the best possible experience ABOUT ME ·I am one of the Top Seller as a Telemarketer in Synergy Outsourcing ·I am one of the Focal Person in Synergy Outsourcing (Team Leader) ·I am one of the Reliability Awardees in Sitel as a Customer Service Representative EDUCATION Benguet State University Bachelor of Arts in Communication August 2023- May 2024 CORE SKILLS Strong organizational and timemanagement skills Exceptional communication and interpersonal skills Ability to work independently and as part of a team Detail-oriented and able to handle multiple tasks simultaneously Experienced in handling a team TRAININGS & WEBINAR VAME Phils. Google Workspace August 8, 2025 Spartan Setter Academy Direct Messaging & Appointment Setting Program December 2024-present . VAME Phils. Canva 2.0 Webinar July 13, 2024 VAME Phils. Basic Fundamental Google Ads Webinar June 1, 2024 Clairvoyance Training Center Call Center Training August-October 2017 TESDA Baguio City School of Arts and Trades Computer Application September 2010 Informatics School Finishing Course Call Center Agent Training May11-June 18, 2012 PROFESSIONAL EXPERIENCE DM SETTER/ WFH SnMac I July 19, 2025-Present CONSTRUCTION Managed Facebook direct messages to engage leads Answer inquiries Convert interest into appointments OPERATION MANAGER /WFH Amazing Water Inc.| 2020- Present APPOINTMENT SETTER/ WFH ACT 888 Business Support | April 2020 October 2020 REAL ESTATE Contacted and qualified leads Scheduled appointments Maintain records Sending information to investors using Podio Follow-up and remind prospects of appointments EV Green Company -WATER FILTRATION Byte Health Management-HEALTH & WELLNESS Manage the schedules of the technician and the customer Maintain and update the accounts in Quickbooks Prepare and send accurate reports every day to the client Updating the smart sheet of the client every day Hire and train the new agents Do the Quality Analysis, making sure that the agents are following the call flow Make sure that the dialer is working properly Provide clerical work and administrative support to the client if needed Doing lead generation Appointment Setting (cold and warm calling) Communicate with the customers via email and chat Providing timely responses to their queries Posting on Facebook & Instagram APPOINTMENT SETTER / WFH (B2B) Stuart and Co. | October 2019 - December 2019 ADVERTISING Prospect outreach Lead qualification Appointment scheduling Database management: Sending information to the client regarding the details of the business owner PROFESSIONAL EXPERIENCE CUSTOMER SERVICE REPRESENTATIVE CUSTOMER SERVICE REPRESENTATIVE SITEL | September 2018 - August 2019 TELEPERFORMANCE | April 2018-May 2018 AT&T Billing Department Assisting customers with billing inquiries, including explaining charges, resolving discrepancies, and processing payments or adjustments. Helping customers understand their bills, account statements, and payment options. Investigating and resolving billing issues such as overcharges, late fees, or unauthorized charges. Providing troubleshooting support for common technical issues related to AT&T services Answering questions about account upgrades, data usage, and service plans. Handling customer complaints and offering solutions that ensure satisfaction while maintaining AT&T’s policies and procedures. Guiding customers through the process of resetting devices, fixing connectivity issues, or escalating more complex technical problems to the appropriate departments. Documenting customer interactions and following up to ensure resolution. FLOWERS TO DELIVER Sales Department Assisting customers with placing and tracking flower orders. Handling inquiries about product availability, delivery options, and pricing. Resolving customer issues or complaints in a professional and timely manner. Coordinating with delivery teams to ensure timely and accurate deliveries. Offering personalized recommendations based on customers' needs, occasions, and preferences. APPOINTMENT SETTER (B2C) Pacificall Outsourcing Services | February 2016- June 2017 WINDOWS & DOORS Customer outreach Confirm interest Appointment scheduling Record keeping Follow-up APPOINTMENT SETTER (B2C) Synergy Outsourcing Inc. l February 2015- January 2016 WINDOWS & DOORS Customer outreach Confirm interest Appointment scheduling Record keeping Follow-up