Michael Mercado

Mercado, Michael T. “MIGS” B7 L10 Toronto Avenue, Rufina Golden Village Brgy. San Juan, Malolos City 3000 Bulacan, Philippines Tel. No.: -; Mobile no.: -/- Email Address :-CAREER GOAL To contribute to your organization’s success through the use of exceptional customer service, managerial and people skills. QUALIFICATIONS      A high degree of self-motivation and drive Exceptional versatility and adaptability Dedication as a hard-working individual Excellent communication and customer/client relation skill Ability to manage multiple tasks in a pressured environment JOB EXPERIENCE ECOWHEELS ELECTRIC BIKE TRADING (Malolos City, Bulacan) General Manager             Jul. 2020 – Present Creating, Developing, and implementing strategies to achieve business goals and objectives. Developing key performance goals and managing the performance of the staff Overseeing the company's day-to-day operations, including financial health of a location or business unit, managing budgets, resources, and employees. Monitoring market and industry trends to determine business opportunities and challenges. Develop and maintain relationships with customers, vendors, and partners. Ensuring business compliance with relevant laws and regulations. Analyze data and performance metrics to make informed decisions. Managing the recruitment, hiring and training processes Ensuring that departments or units deliver quality offerings to clients Working closely with Account Managers and other senior staff to improve efficiency and performance Improving internal processes for better productivity Overseeing large projects and interpreting performance reports Continued… MERCADO, MICHAEL T. - GLOBAL IMPERIAL ENTERPRISES. (Home-Based) MY WATER FILTER LTD PTY (Busselton, Western Australia) Operations Manager /Customer Service Subject Matter Expert (SME) Dec. 2017 – Mar. 2020 Level 3 - CS Operations Manager               Monitor activities on daily progress reports, queue activities, escalation status, and feedback. Perform the first line escalation as required by any of the CS team members. Diagnose and resolve customer's problems, which may be complicated or long-standing, that have been passed on by CS Senior Team Member and/or Subject Matter Expert or as indicated in the customer reviews. Handling customer complaints that has a significant financial impact on the business and/or may require further coordination with other departments or directors. Reach out and ensure urgent resolution to customers who indicated a negative review and/or assistance. Lead discussions/meetings with the CS team on a regular or case-to-case basis. Monitor and coordinate with the Directors to resolve and fulfill other requests related to refunds, returns, exchange, and warranty claims. Initiate improvements on customer service procedures, policies and standards on Customer Service department. Keeping up-to-date working knowledge that is consistent with the existing processes, products, business activities, or updates relevant to My Water Filter and other entities. Check order inputs and ensure as indicated in CSV spreadsheet and Xero. Motivate team members and promote amongst CS team the compliance to My Water Filter core values, good work relationship, consistent work performance, and balanced feedback. Perform follow up and end-to-end coordination with the suppliers outstanding payments, order stock availability and/or other reasons as required. Generate, prepare, analyze, and present weekly and monthly reports on the progress of the CS team's performance and provide necessary recommendations to the Directors. Perform other duties as assigned by the Directors. Level 2 - CS Subject Matter Expert        Provide support to team members assigned with the phone-taking functions. Responsible in keeping a working knowledge on My Water Filter products, processes, procedures and updates. Assist in checking email drafts which are specific product and solution-specific then, endorse to Quality Analyst for further checking. Ensure alignment with the Training and Quality team on the ongoing processes, guidelines and expectations. Coordinate with the Training and Quality team in keeping up-to-date information in the Training Centre. Responsible in responding to initial escalation requests from any CS team member through various channel such as phone and live chat. Perform other tasks which may be assigned by the manager and/or Director. Continued… MERCADO, MICHAEL T. - GLOBAL IMPERIAL ENTERPRISES. (Home-Based) MY WATER FILTER LTD PTY (Busselton, Western Australia) Sales/Customer Service Manager                   Review group chats and messages in Skype, Slack and Asana to ensure the latest changes and updates. Address Calls, Live Chat Services and Email including eBay and Social Media. Attend all inquiries/questions from potential customers as well as follow ups from existing customers. Read customer emails for possible considerations and options that can be offered. Proofread team member’s messages and emails for any typo correction before sending to customers. Register orders and invoice as well as marking received payments from Website and eBay orders. Communicates with the suppliers for completed orders before sending it to the customers. Leave feedback for eBay customers once payment is received and the necessary information is available for processing. Follow up orders when details are missing for prompt order processing Follow up unpaid orders and quotes regularly until the transaction gets completed or the customer cancels the order Ensure all details are carefully checked and matched when purchase orders and invoices are being prepared and order confirmations were received from the suppliers. Update customers regularly about the status of their order through sending out first communication emails, tracking numbers and opt them into mailchimp Ensure all records are kept up to date including Website Backends, Xero, Call Log, and Training Centre. In-charge for delayed shipping and out of stock orders. Responsible for updating the Training Centre. Communicates with the team members and cooperate with them to make sure everything gets done properly and in a timely manner Update and manage the customer service team roster by working with the customer service team to fill all shifts each month. Train current and new team members in the standards of best practice in customer service operations and effective systems. WORKSPACECO. (Home-Based) (Karratha, Western Australia) Real Estate Virtual Assistant         Aug. 2017 – Dec. 2017 Aug. 2016 – Aug. 2017 Constructing contract for new listing using template from REI Forms live Uploading properties images and floor plan to LockedOn/Advenda site Updating properties details for appraisal on LockedOn site Updating prospective clients details on LockedOn site Searching and downloading market appraisal documents thru THELIST sites Constructing monthly market facts statistics from LockedOn Opening date/time for inspection/tripping of properties on OFI/LockedOn site Uploading properties video clips to YouTube and send link to portal push on LockedOn site MERCADO, MICHAEL T. - SHOPPERS’ ARENA SDN BHD (AIBI International Pte. Ltd. Branch) (Kuala Lumpur, Malaysia) Commercial and Consumer Sales Specialist/Chief Technical Officer         Represents the organization at trade exhibitions, events and demonstrations. Negotiating variations in price, delivery and specifications with customers/clients. Advising on forthcoming product developments and discussing special promotions. Checking quantities of goods on display and in stock. Recording sales and order information and sending copies to the sales office Introduce/sell company's goods, equipment or services including fast moving consumer goods such as cardiovascular and strength fitness machines and other accessories. Negotiating an agreement and closing deals with the potential customers for new business. Making accurate, rapid cost calculations, and providing customers with quotations. AIBI International Pte. Ltd. (Yishun, Singapore) Sales Executive             Aug. 2011 – Jan. 2013 Responsible for overall leasing and marketing functions of company’s property. Lead a dynamic team to work on lease negotiation, exploring new tenants and tenancy administration. Prepare and provide marketing strategies / analysis on tenants. Implements and manage strategic marketing initiatives and plans. Maintain general oversight and insure accuracy of records including Accounts Receivable/Payable. Negotiate and finalize contracts. Integrated Environment Tech, Phils. (IETECH, PHILS.) (Carmona, Cavite, Philippines) Safety Officer  Feb. 2013 – Mar. 2013 Represents the organization at trade exhibitions, events and demonstrations. Negotiating variations in price, delivery and specifications with customers/clients. Advising on forthcoming product developments and discussing special promotions. Recording sales and order information and sending copies to the sales office Introduce/sell company's goods, equipment or services including fast moving consumer goods such as cardiovascular and strength fitness machines and other accessories. Negotiating an agreement and closing deals with the potential customers for new business. SC DEVELOPMENT CORP. (Quezon City, Philippines) General Manager   Apr. 2013 – Aug. 2015 Apr. 2010 – Apr. 2011 Attends regular department meetings to remain in line with comprehensive safety practices of the company. Assists in the organization of awareness campaigns regarding safety, such as workshops for occupational safety, fire safety. Assists in the conduct of fire and emergency drills. Investigates and records accidents, and advises preventive measures within the work facility. Continued… MERCADO, MICHAEL T.  - Conducts activities that promote security and ensures through inspections that the company personnel observe and follows established safety guidelines. Project Supervisor           Manage and evaluate project needs, timeframes, and costs for the market. Interface and coordinate with operations and account management to ensure specs meet needs of customer and operations. Generate and develops scope of work for special projects as well as budgetary estimates. Manage and monitor workflow within operations. Recommend solutions and changes for improving service levels. Provides training and updates to Chemical Field Technicians and Equipment Operators on contract deliverables, new policies and procedures and regulatory changes. Ensure prompt and accurate completion of all service requests by customers. Manage and evaluate record center operations. Interface and coordinate with customer service and account management. Manage department performance through motivation, monitoring, and building internal and external relationships through exceptional problem solving. Euro Products, Inc. (EPI) (Los Baños, Laguna, Philippines) Sales Executive/Engineer        Gathering market and customer information and providing feedback on future buying trends. Represents the organization at trade exhibitions, events and demonstrations. Negotiating variations in price, delivery and specifications with the company's managers. Advising on forthcoming product developments and discussing special promotions. Checking quantities of goods on display and in stock. Liaising with suppliers to check on the progress of existing orders. Recording sales and order information and sending copies to the sales office Industrial Waste Systems, Inc. (IWSI) (Tunasan, Muntinlupa City, Philippines) Sales Executive/Engineer            Nov. 2008 – Nov. 2009 Apr. 2007 – Oct. 2008 Gathering market and customer information and providing feedback on future buying trends. Represents the organization at trade exhibitions, events and demonstrations. Negotiating variations in price, delivery and specifications with the company's managers. Advising on forthcoming product developments and discussing special promotions. Checking quantities of goods on display and in stock. Liaising with suppliers to check on the progress of existing orders. Recording sales and order information and sending copies to the sales office Introduce/sell company's goods, equipments or services including fast moving consumer goods (FMCGs) such as industrial pure water/waste water industrial supplies like heavy machinery and water treatment facilities/systems. Maintaining and developing relationships with existing customers via meetings, telephone calls and emails. Negotiating an agreement and closing deals with the potential customers for new business. Making accurate, rapid cost calculations, and providing customers with quotations. MERCADO, MICHAEL T. - Ultra-Pak Philippines, Inc. (Dasmariñas City, Cavite, Philippines) Quality Control Inspector      Conduct controlled testing on products to determine how the products perform in a simulated environment. Responsible in recording problems and send defective products back for repair Inspecting incoming, in-process, and finished materials to ensure adherence to company quality standards and customer specifications. Confers with customer representative to resolve complaints. Notifies suppliers and subcontractors of reasons for rejection of materials and parts received. EUROMED Laboratory, Inc. (Dasmariñas City, Cavite, Philippines) Quality Assurance Inspector     Mar.2006 – Mar. 2007 Feb. 2005 – Feb. 2006 Inspects products manufactured or processed by private companies for medical and electronic use to ensure compliance with contract specifications. Inspects product to determine compliance with order specifications, company's quality control system for compliance with legal requirements, and shipping and packing facilities for conformity to specified standards. Submits samples of product to government laboratory for testing as indicated by department procedures. Stamps mark of approval or rejection on product and writes report of examinations. SEMINARS ATTENDED Cooling Tower Water Treatment Seminar Euro Products, Inc. Los Baños City, Laguna, Philippines Oct. 30, 2009 Quality Management System (ISO 9001:2008 QMS) ESH HIRAC Workshop Euro Products, Inc. Los Baños City, Laguna, Philippines Aug. 1, 2009 EHS-Related Legal & Other Requirements Euro Products, Inc. Los Baños City, Laguna, Philippines Jul. 11, 2009 Environment, Health & Safety Management System (ISO 14002:2004 & OHSAS 18001:2007 Standard) Euro Products, Inc Los Baños City, Laguna, Philippines Jun. 27, 2009 IMS (ISO 9001:2008 QMS & ISO 14001:2004) Awareness Training Program Aliron Philippines, Inc. Calamba City, Laguna, Philippines Apr. 18, 2009 Continued… MERCADO, MICHAEL T. - Basic Cooling Tower Chemical Treatment Program Euro Products, Inc. Los Baños City, Laguna, Philippines Jan. 15, 2009 EDUCATION Bachelor of Science in Physical Therapy/Physiotherapy University of Perpetual Help Dr. Jose G.Tamayo Medical University Laguna, Philippines 2004 SKILLS Proficient in computer application such as MS office (Word, Excel, PowerPoint, Publisher, Visio and Outlook) Adobe Photoshop, Adobe Reader, AutoCAD, Team viewer, WinRar, DropBox and TechSmith Xero/Zoho, Quickbook & Internet applications. FURTHER INFORMATION AVAILABLE UPON REQUEST