ROMAN S. MERCADO
Mobile no. -
Talaba I, Bacoor, Cavite
e-mail address:-linkedin: www.linkedin.com/in/romanmercado
Strenghts:
Reliable, self-motivated and resourceful Virtual Assistant/Project coordinator with over 18 years of
experience in resolving admin and customer issues. With a Strong visual sense, excellent in
communication/writing skills and the ability to translate operation ideas and design concepts across all
organizational levels.
Core Competencies:
Strategic planning | Lead Generation | SEO | Digital Marketing | Customer service | Project Coordinator
| Critical Thinking | Risk Management | Scheduling | Admin Support | Compliance Officer
Work Experience:
Skyrocket SEO Ltd/Comparitech
United Kingdom
December 2020 – May 2022
Title:
Digital PR Assistant / Email Outreach
Specialist
Basic functions as follows:
Digital PR Assistant Task:
•
•
•
•
Cision emails scheduling/sending
Filtering contacts list from Cision using Media contacts/outlets
Ensuring that the client’s specifications and requirements are met
Managing Cision campaigns
Email Outreach Specialist task:
•
•
•
•
•
•
•
•
Managing Cision campaigns
Assessing websites suitability
Ensuring that the client’s specifications and requirements are met
Managing inbox on a daily basis
Checking and preparing reports
Securing livelinks/link back from prospect sites
Pitchbox utilization for getting contacts
Preparing emails by batch for prospect contact
FTL Communications Pty Ltd.
23 Kalaui St North Balgowlah 2093 Australia
Title:
Virtual Assistant / Project Coordinator
February 2018 – December 2020
Basic functions as follows:
•
Coordinate the projects delivery, resources and subcontractors.
•
Responsible in getting the jobs/projects from vendor’s project managers. Provide timely,
•
•
•
•
•
supportive and high-qualityservice to contractors via phone and email correspondence.
Scheduling of work for in field contractors and follow up to collect updates and completed
documents (i.e., End to End documentation from Splicer, OTDR traces, Optical fibre test
workbook).
Manage escalation when required. Arrange access to sites for internal and external workforce
(i.e Building managers, sitecontacts, SNMG/EMOS and Test team).
Provide timely reporting of projects progress – Asbuilds,SOR’s and BOM’s. Data entry, updating
status and follow up on job orders.
Advise the Program Manager or Senior Project Manager on areas for improvement.
Issuing Invoices via Xero to multiple vendors for work done and Inventory update for materials
consumed.
Satellite Office/Siteminder
Uptown Bonifacio Global City, Taguig, Manila
August 2017 – February 2018
Title:
Configuration Analyst – (Siteminder)
Basic functions as follows:
•
Setup and configure Clients (New and Existing) with the system that they have purchased. The
Configuration Analyst is responsible for ensuring the product is correctly implemented,
providing a high quality of customer service, and driving a high level of customer satisfaction.
Hotel Link Solutions/Resonline
Buendia Taft, Pasay, Metro Manila
November 2016 – August 2017
Title:
Help Desk Tier 1 – (Resonline)
Basic functions as follows:
•
Support Australian and New Zealand hotels and accommodation providers using Tourism
Holdings Australia solutions. Troubleshoot, Analyze and resolve technical issues. Gather
necessary data for issue replication, problem determinations for escalation. Diagnose and
resolve technical software issues involving mapping, billing, email queries, and such other task
as delegated by the Head Office. Provide periodic reports as instructed by head office, follow up
and make scheduled checking of tickets for clients where necessary.
Arvato
North Gate Alabang, Muntinlupa City
Title:
Seller Support SME for Amazon Account
August 2016 – November 2016
Basic functions as follows:
The Seller Support SME is the primary solution provider for global sellers on the client
platforms. This position is responsible for supporting frontline agents by handling consult calls
and escalations / alternatively: Handling more complex transactions or transactions for selected
customer groups. The SME ensures a proper communication of escalation outcomes to the team
and the team and all relevant parties.
First Source Solutions Limited
North Gate Alabang, Muntinlupa City
Title:
Project Coordinator – (Verizon Business)
July 23, 2007 – August 2016
Basic functions as follows:
Responsible for receiving new work and then verifies order data received from Sales and
submitting the order processing.
Also coordinates with Network Delivery Team. Network Engineers. Field OPS and in-country
Telco's about the status of the order.
Demonstrates efficiency and prioritize Customers Escalations and assists in giving effective
issue resolutions in delivering the service.
Serves as a knowledge base for High Bandwidth types of orders such as DS3, IP Ethernet, IP
Dedicated, ADSL/BDSL. Specializes in Non-Core type of orders - VOIP, IBV, CALL FORWARD,
HOSTING RACK COLOCATION, TOLL FREE NUMBERING, WIRING etc. Communication with
customer begins during Order Verification Checklist phase and extends through the provisioning
phase until order completion such as: Conducts Confirmation Call, Conducts Service Order
Acknowledgement, Schedules Telco Facilities Install Date, Schedules Telco Facilities Install Date
Reminder, Circuit Ready Notification, Complete and Billable as the final phase of the order.
Alorica
Buendia, Makati, Philippines
May 2006 – July 2007
Title:
Technical Support – (Verizon Account)
Basic functions as follows:
• Respond quickly and effectively to requests received through the queue.
• Monitors tickets assigned to the queue and process first-in first-out based on priority.
• Modify configurations, utilities, software default settings, etc. for the end users. Install, test
and configure new usersperipheral equipment and software.
• Report issues to the Service Desk for escalation.
• Assist users in router and modem setup.
Educational Attainment:
College:
AMA Computer College (Biñan, Laguna)
Bachelor of Science in Information Technology- (Graduate)
Professional Skills:
Practices:
Applications:
Dialects:
Basic knowledge in PRINCE2 and ITIL
MS Office online, Google Office Apps, MS Teams, Skype, Adobe
Photoshop, Cision, Pitchbox, Xero, SAP Application, Salesforce, VM Ware
English and Lvl 1 Nihonggo
