Rico Jhon Mercado
Auckland,AKL
Summary
Customer-focused service professional with 5+ years of experience in airline, financial technology, and telecom industries. Skilled in delivering support across phone, chat, and email, resolving complex issues, and handling high-volume tasks with accuracy. Technically adept, highly organised, and able to multitask, work independently, and collaborate well in team environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Contact Centre Consultant
Air New Zealand
07.2022 - 03.2024
- Experienced across domestic, short-haul, long-haul, and premium-level duties.
- Handled a variety of tasks including addressing general inquiries, managing schedule changes and disruptions, processing refunds and tax refunds, as well as handling reissues and manual reissues through LiveChat, email, and phone communication.
- Experienced in handling Airpoints and Status Points, including explaining tier statuses, associated benefits, and assisting with related queries and calculations.
- Ensuring accuracy in ticketing, reservations, and other administrative tasks to avoid errors and enhance the overall service.
- Working collaboratively with other team members and departments to ensure a seamless and coordinated service.
- Being flexible and adaptable to changes in schedules, flight plans, or unexpected situations to maintain operational efficiency.
Customer Service and Verification
OrbitRemit
11.2019 - 11.2021
- Managed high-volume of inbound and outbound customer calls.
- Managed live chats and emails.
- Processing customer's verification documents
- Communicating with various banks in India, the Philippines, Australia, and numerous other countries.
Supervisors Group ( Technical )
Qualfon
08.2016 - 08.2017
- Assist customers from US regarding their phone and services
- Assist individuals in navigating their phones in case of confusion and provide support in adding and purchasing airtime/minutes.
- In the event of signal issues, we identify the optimal carriers in their vicinity and dispatch a SIM card to facilitate their connection.
- Aided in sales by informing customers about a particular phone they desired and advising on the most suitable option for their location.
- Support newly employed agents with their inquiries.
Education
Diploma - Information Technology
Whitecliffe College
Auckland, NZ05-2025
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
University of the Visayas
Dalaguete
01.2016
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
Cebu Institute of Technology
01.2015
Skills
- Customer Service Excellence: Proven ability to deliver high-quality, empathetic support to diverse customers across airline, fintech, and telecom industries
- Issue Resolution: Skilled in efficiently resolving complex booking, technical, and service-related issues to ensure customer satisfaction
- Communication Skills: Strong verbal and written communication skills, demonstrated through handling calls, emails, and live chats with clarity and professionalism
- Administrative Accuracy: Experience managing ticketing, reservations, and verification processes with precision to minimize errors
- Multichannel Support: Proficient in managing customer interactions across phone, chat, and email platforms
- Cross-cultural Communication: Comfortable working with international clients and institutions, including banks in India, the Philippines, and Australia
- Technical Troubleshooting: Ability to guide customers through mobile phone usage and diagnose network/signal issues to restore service
- Sales & Product Knowledge: Assisted in phone sales by recommending suitable devices and services based on customer needs and location
- Team Collaboration & Leadership: Worked closely with teams and supported new hires by answering questions and facilitating knowledge sharing
- Adaptability & Flexibility: Comfortable adapting to changing environments, such as flight disruptions or shifting customer needs, while maintaining efficiency
References
- Team Leader at Qualfon | AsiaTown, Skyrise 3, Qualfon Building, Jose Maria del Mar St, Apas, Cebu City, Philippines
Benjamin Sanchez
Facebook : Jahm Rock
Phone : +639339303332
Email: benjamin.sanchez@qualfon.com
- Manager at OrbitRemit | 1/182 Vivian Street, Te Aro, Wellington 6011
Elaine Rarela
Facebook : Elaine Rarela
Phone : +6421858451
- Team Leader at Air New Zealand | 185 Fanshawe Street, Auckland CBD, Auckland 1010
Christina Nansen
Phone : +64210475052
Email: nansentina@yahoo.com
Certification
- Contact Centre Consultant, Air New Zealand, 18/07/2022 - 07/03/2024
- Hotel Receptionist, Quest Auckland Apartment Hotel, August 2021 - 18/11/2021
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Bisaya
Native or Bilingual
Timeline
Contact Centre Consultant
Air New Zealand
07.2022 - 03.2024
Customer Service and Verification
OrbitRemit
11.2019 - 11.2021
Supervisors Group ( Technical )
Qualfon
08.2016 - 08.2017
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
University of the Visayas
Dalaguete
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
Cebu Institute of Technology
Diploma - Information Technology
Whitecliffe College
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