Jian Mari Mercado
jianmarimercado18@gmail.com
09776326552
PH
About Me
I'm Jian.
This is my first time applying for this role.
However, I do have a BPO experience since 2015. Currently, I'm a System Support Analyst.
It's like a Service Desk Role and we cater to users specifically doctors, nurses, clinical reviewers and medical abstractors all over USA.
I am keen to details and I have a knowledge of the importance of HIPAA compliance especially if you're working in a Healthcare setting in the USA. I hope you can give me a shot for this role.
Basic Information
Full Name
Jian Mari Mercado
Email Address
jianmarimercado18@gmail.com
Phone
09776326552
Location
PH
Education
Education Completed
High School
Institution/School
Pamantasan Ng Lungsod Ng Pasig
Field of Study
Bachelor Of Science in ComputerScience
Graduation Year
2015
Current Enrollment
Graduated
GPA/Grade
Certifications
Achievements
Work & Experience
Company Name 1
Quantrics Enterprises Inc.
Job Title
Technical Support Representative
Start Date
21/06/2018
End Date
30/10/2020
Job Description
-Throughout every client engagement, I demonstrated courtesy and great interpersonal skills.
-Assisting consumers and conducting basic troubleshooting over the phone for their TRIO services (home phone, internet, and TV).
-Answer Basic Billing Questions. Resolved customer issues and concerns using good conversational and bargaining abilities.
-Help consumers set up and debug their emails on their device, as well as reset email passwords.
-Assisted consumers with Home Phone Features, including how to set it up.
-Promote value-added services to customers and notify them of enhanced services based on their eligibility.
-Maintain a balance scorecard for monthly metric ratings.
Company Name 2
IQVIA Philippines
Job Title
System Support Analyst
Start Date
30/11/2020
End Date
23/12/2024
Job Description
Provides Email Support to Medical Practitioners all over USA
-Do inbound and outbound calls for User Account Concerns and/or Technical Related Concerns
-Provide basic troubleshooting steps over the Phone or Email
-Coordinate with certain Team or Department for complex cases to filter every issues we receive either via Phone or Email
-Strong Keen to details, making sure all details are valid before providing resolution
-Strong knowledge and compliance to HIPAA Compliance
GWTG Trainer:
-Training facilitator for New Users. (Medical Practitioners or Medical Abstractors in the USA who purchased an access to the System that the company offers)
-Assigned to train Users how to navigate the Data Platform (System), how to set-up their accounts and passwords, run the Reports and Data Entry.
-Responsible for setting up Microsoft Teams Meeting by reaching out to Users to confirm the date and time of Training.
-Reach out to Users Before and After Training via Microsoft Outlook to make sure that everything is settled before and after Training
-Responsible for creating account for Users who joined the training but have no access on the Data Platform yet.
TECH SYSTEMS SUPPORT ANALYST LEVEL II
January 2023-Present
-Provides assistance either via Email or Phone Call
-Responsible for Complex Issues received either via Escalation from TIER 1 Agents or via direct email
-Strong attention to details in order to avoid mistakes especially if there are sensitive patient information attached
-Responsible for reaching out to the right department for any complicated cases to resolve the issue on time
-Strong Technical Troubleshooting Skills required for complex cases or task
-Responsible for Bulk Deletion of cases requests
-Responsible for Any account related concerns
-Responsible for troubleshooting all technical related issues using different apps, will sometimes do PC Remote with the users using Microsoft Teams to guide them with their concerns.
Hourly Charge
Employment Type
Professional Skills
Technical Skills
Creative Skills
Business Skills
Sales & Lead Generation | Customer Relationship Management (CRM)
Communication