Renz Philippe Mercado

Construction and customer support professional transitioning into Virtual Assistant roles for Australian builders and NDIS providers. With experience as a Site Engineer and Tier 2 SME in chat/email support, I bring strong skills in project coordination, documentation, scheduling, and client communication. Certified in multiple NDIS Commission modules and trained in VA platforms, I combine technical knowledge, compliance awareness, and customer service expertise to deliver reliable, organized, and empathetic support.

Chat and Email Support Associate | Tier 2 SME - ResultsCX - Alaskaland, Pasig - Alaskaland, Pasig

(2024-04)

Community Operations Specialist Tier 2 SME

• Provided expert-level support and resolved complex technical issues via chat and email, ensuring high customer satisfaction as a Tier 2 SME.
• Escalated critical technical issues to specialized teams while maintaining thorough documentation and follow-up communication.
• Managed customer expectations by providing timely updates and clear communication throughout the support process.
• Handled business-to-business interactions such as partner support inquiries, including workforce scheduling and coordination to ensure staffing requirements were met.

Site Engineer & Technical Sales Support - Steel Builder Joint Stock Co. - Muntinlupa

(2019-09 - 2023-06)

• Coordinated with project managers and contractors to ensure timely delivery and installation of engineering materials on-site.
• Conducted regular site inspections to monitor progress, quality, and compliance with safety standards.
• Provided technical support and solutions to the sales team to assist in product demonstrations and client presentations.
• Managed administrative tasks including documentation, scheduling, and preparation of project reports to support smooth operations.

Customer Service Representative - Iqor Philippines - Sta. Rosa

(2018-09 - 2018-12)

Fingerhut account

• Handled high volumes of customer inquiries via phone, chat, and email, delivering prompt and accurate information.
• Provided friendly and empathetic support to customers, enhancing overall customer satisfaction and loyalty.
• Ensured compliance with company policies and quality standards to deliver consistent and reliable customer support experiences.
• Utilized CRM and support tools to track inquiries, monitor resolution times, and ensure compliance with service standards.

Bachelor of Science - Electronics Engineering - FEU Institute of Technology (2012-06 - 2018-07)

High School Graduate - Dominican College (2006-06 - 2010-03)