RICH JAPETH MERCADO
Santa Clara,CA
Summary
Dynamic and results-driven professional with a passion for creative problem-solving. Highly organized and detail oriented, with experience in customer service, communications, and project management. Proven ability to successfully manage multiple projects simultaneously, with an aptitude for learning new skills quickly.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Advocate
Target
Santa Clara, CA, US
06.2025 - Current
- Processed customer transactions efficiently, maintaining accuracy to enhance the checkout experience.
- Assisted in training new staff on operational procedures and customer service standards.
- Resolved customer inquiries and concerns promptly to foster positive shopping experiences.
- Maintained a clean and organized register area to promote a welcoming environment for shoppers.
- Collaborated with team members to streamline checkout processes and optimize workflow efficiency.
- Managed cash handling responsibilities, including balancing registers at the end of shifts.
- Promoted special offers and store promotions to increase customer engagement and sales volume.
Email Support Representative
TaskUs
Philippines
09.2022 - 05.2025
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Organized office operations to enhance efficiency and streamline workflows.
- Focused on learning new skills and staying updated with industry changes.
- Participated in ongoing training to enhance own job skills and knowledge.
- Cross-Functional Collaboration
- Resolved customer inquiries via email, ensuring timely and accurate responses.
Customer Service Representative (Telco)
Alorica
Philippines
10.2021 - 04.2022
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Proficiently handled high call volumes while maintaining quality service standards.
- Met performance goals and call center metrics in fast-paced performance setting.
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
- Built trust with customers through personalized conversations.
- Utilized effective communication skills to provide customers with solutions to their inquiries.
- Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions.
Barista
Our Daily Bread Cafe
Philippines
09.2020 - 09.2021
- Prepared beverages and pastries to meet customer preferences and maintain quality standards.
- Maintained cleanliness and organization of the café environment to promote a welcoming atmosphere.
- Managed inventory levels to minimize waste and ensure availability of popular items for customers.
- Prepared beverages according to established recipes to maintain quality and consistency.
- Operated coffee brewing equipment and maintained cleanliness to ensure optimal performance.
- Assisted customers in selecting beverages, enhancing their experience through product knowledge.
Education
Career Advancement - Business Administration And Management
FUSHD Adult School
Sunnyvale, CA05.2026
Senior High School Completion - General Academic Strand
Caduang Tete National High
Philippines07.2021
High School Diploma -
St Vincent's Academy
Philippines04.2019
Skills
- Achieved consistent project timelines by fostering a reliable and punctual work ethic within the team
- Assisted teams in identifying and addressing challenges promptly
- Supported project timelines through proactive communication and collaboration
- Contributed to a responsive work environment by adapting to changing needs
- Facilitated cross-functional collaboration to enhance project outcomes
- Delivered exceptional customer service to enhance client satisfaction and loyalty
- Executed accurate data entry processes to ensure information integrity
- Demonstrated advanced problem-solving capabilities to address complex challenges
- Facilitated effective verbal and written communication to enhance team collaboration
- Executed social listening strategies to monitor brand sentiment and audience engagement
- Oversaw comprehensive schedule management to optimize resource allocation
Certification
- Foundation of Digital Marketing and Ecommerce
- Food Handling Certification
- Social Media Marketing
Timeline
Guest Advocate
Target
06.2025 - Current
Email Support Representative
TaskUs
09.2022 - 05.2025
Customer Service Representative (Telco)
Alorica
10.2021 - 04.2022
Barista
Our Daily Bread Cafe
09.2020 - 09.2021
Career Advancement - Business Administration And Management
FUSHD Adult School
Senior High School Completion - General Academic Strand
Caduang Tete National High
High School Diploma -
St Vincent's Academy