Open to opportunities

Catherene Mercado

@catherenemercado

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Customer service specialist with strong analytical and organizational skills.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

With over six years of experience in customer-facing roles across diverse industries, I have honed my skills in delivering exceptional service and support. My journey began in the healthcare sector, where I developed a keen ability to communicate effectively with professionals and resolve complex inquiries. This foundation has allowed me to excel in various roles, including my current position as a Support Specialist at Sourcefit Philippines, where I monitor and update scores for sporting events, ensuring accuracy and timely information dissemination.

My tenure as a Quality Analyst at TaskUs further solidified my analytical skills, as I generated performance reports and conducted calibration sessions to enhance team efficiency. I pride myself on my attention to detail and my ability to adapt quickly to fast-paced environments. I am self-motivated and enthusiastic about learning, which drives my commitment to continuous improvement in customer service and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Gametime Support Specialist

Current

Sourcefit Philippines Inc.

Jan 2023 - Present (2 years 6 months)

Monitors and updates scores and details for assigned sporting events, ensuring accuracy and timely scoring. Stays updated on latest sports news and has extensive knowledge of international esports leagues and major US sports events.

Sports Monitoring Data Entry Sports Events Knowledge eSports Timely Scoring

Quality Analyst

TaskUs

Jan 2020 - Dec 2023 (3 years 11 months)

Generated weekly and monthly performance reports for teammates. Reported quality issues to management and verified solutions. Conducted regular calibration sessions with assigned teams, including side-by-side monitoring and feedback.

performance reporting Quality Assurance Monitoring Feedback Data Analysis

Customer Service Representative

Results Manila, Inc.

Jan 2019 - Dec 2019 (11 months)

Responded promptly and professionally to customer inquiries and complaints over the phone. Provided information regarding customer transactions. Exceeded performance goals for response time, issue resolution, and customer satisfaction.

Customer Service Phone Support Transaction Information Performance Goals Customer Satisfaction

Customer Service Representative

Teletech

Jan 2018 - Dec 2019 (1 year 11 months)

Answered incoming calls from healthcare professionals and determined their needs. Used computer systems to quickly resolve issues and provide helpful responses. Communicated professionally and built positive relationships with healthcare providers. Documented all issues and identified trends for reporting.

Customer Service Systems Documentation

Education

Degrees, certifications, and relevant coursework

Batangas State University Main Campus

Bachelor of Secondary Education, English

Studied the fundamentals of secondary education with a major in English. Focused on developing teaching methodologies and comprehensive knowledge of the English language.