Merl Erica

Detail-oriented Client Support & Virtual Assistant with over 10 years of experience in working with clients, order processing, CRM, documentation, and administrative work. Experienced in dealing with a large number of emails, calls, and chats, maintaining proper records of the client, organizing requests, and adhering to procedure. Known for my good communication skills, organizational skills, attention to detail, and multitasking.

CUSTOMER CARE REPRESENTATIVE at RYZE SUPERFOODS INC. (2024-05 – Present)

• Managed customer concerns via email and SMS in a high volume non-voice environment.
• Handled complex cases while meeting productivity, resolution, and quality targets.
• Applied QA standards, procedures, and policies to ensure accurate case handling.
• Reviewed accounts, orders, and subscriptions to determine appropriate resolutions.
• Maintained accurate case documentation and minimised unnecessary follow ups.

SALES INDIVIDUAL CONTRACTOR at GREAT VIRTUAL WORKS INC. (2022-11 – 2024-10)

• Managed inbound sales calls and assisted customers with product selection and orders.
• Verified customer and order information for accurate transaction processing.
• Provided product information while following compliance and QA requirements.
• Maintained accurate customer and transaction records.
• Consistently achieved high QA scores through accurate and professional communication.

AI TRAINER at ONLINE HELPERS (2022-11 – 2026-05)

• Processed customer orders through an online ordering system.
• Verified customer and order information to minimise processing errors.
• Processed transactions using POS systems with accuracy.
• Maintained organised digital records and order information.
• Coordinated order details to support timely fulfilment and delivery.

GIG AGENT at AGENTS ONLY PH (2022-02 – 2022-09)

• Handled inbound calls and processed customer orders accurately.
• Verified customer information, order details, and special requests.
• Documented customer requirements to support accurate order fulfilment.
• Provided product information and resolved customer enquiries.
• Managed multiple requests while maintaining accurate records.

CUSTOMER CARE REPRESENTATIVE at RMS COLLECT PHILS. (iQOR) (2020-07 – 2021-12)

• Assisted customers with returns, refunds, and account concerns.
• Tracked customer packages and provided delivery status updates.
• Reviewed account and order information to determine appropriate resolutions.
• Documented customer concerns and transaction details accurately.
• Followed established procedures and quality standards.

CUSTOMER CARE REPRESENTATIVE at INSPIRO RELIA INC. (2019-07 – 2020-05)

• Handled inbound customer enquiries and account concerns.
• Assisted with account updates and package tracking.
• Documented and escalated unresolved cases to appropriate teams.
• Handled email complaints and back office tasks.
• Applied established procedures to resolve customer concerns.

SALES MARKETING AGENT at DATA ALLIANT BPO (2018-07 – 2019-03)

• Engaged potential customers through online chat and assisted with purchases.
• Provided accurate product information and answered customer enquiries.
• Documented customer information and interactions.
• Followed sales procedures and communication guidelines.

CASHIER / PUMP ATTENDANT at REPHIL GASOLINE STATION (2017-07 – 2018-04)

• Prepared daily sales reports and reconciled cash collections.
• Maintained accurate transaction and financial records.
• Handled customer payments and daily transactions.
• Followed cash handling, safety, and operational procedures.

SERVICE CREW / CASHIER at ZODIAC BAR & RESTO (2017-04 – 2017-07)

• Recorded and verified customer orders accurately.
• Processed cash and customer transactions.
• Maintained cleanliness and hygiene standards.
• Provided responsive customer service in a fast paced environment.

NOTARIAL STAFF at ATTY. RICHARD F. JERUTA NOTARIAL OFFICE (2016-01 – 2017-02)

• Prepared and organised legal and administrative documents.
• Maintained accurate client records and files.
• Verified client information and documentation.
• Coordinated appointments and client requirements.
• Handled confidential information with discretion.

SALES CLERK at ROX JEWELS (2013-04 – 2015-12)

• Assisted customers with product selection and enquiries.
• Provided accurate product information and sales support.
• Processed transactions and maintained sales records.
• Maintained organised product displays and store records.

High School Graduate – La Paz National High School (2012 – 2013)