Mary Jane Mercado

About Mary

Hi, I'm MJ, a Virtual Assistant with over 9 years of BPO experience and hands-on experience in real estate support, property sourcing, lead generation, CRM management, and online research. I help businesses stay organized by managing leads, updating CRM records, researching properties, gathering information, and keeping important details organized. My background in customer service, account management, billing support, and escalation handling has helped me develop strong communication, problem-solving, and attention-to-detail skills. I'm comfortable learning new tools, following processes, and adapting to different business needs. I take pride in doing tasks accurately, staying organized, and making my clients' daily work easier. If you need someone to support your operations, manage information, or assist with real estate research and lead management, I'd be happy to connect and see how I can help!

Skills

Experience

• Background in customer service, escalation handling, BPO operations, real estate lead generation, property sourcing, and Amazon product listing.
• Experienced as a Customer Service Representative, Escalation Specialist, Subject Matter Expert (SME), Step-Up Representative, and Property Sourcing Specialist.
• Proficient in CRM systems, Microsoft Office, and Google Workspace for managing records, tracking leads, documenting interactions, and supporting daily operations.
• Consistently met QA, productivity, and SLA targets while resolving complex customer concerns, coaching team members, and supporting team performance.
• Experienced in sourcing and qualifying real estate leads, gathering property details, and building relationships with cash buyers and investors.
• Comfortable working remotely, multitasking, adapting to new processes, and working night shifts or flexible schedules as required.