Arvie MercadoSr. Director IT Global Service Desk
Carlson Wagonlit Travel Inc.
Arvie Mercado is the Sr. Director – IT Global Service Desk of Carlson Wagonlit Travel, a global leader in business travel, meetings and events – serving clients in nearly 150 countries. Being a strategic IT executive and champion for change, Arvie has helped various clients and companies with his combined 10 years of experience in ITSM captive and outsourced environment. With his in-depth knowledge and expertise on IT Service Management build up, on different locations and languages, he has driven practical solutions that engage executive management and diverse teams at all levels of the organization. Arvie was a college scholar and his thirst for knowledge continued during his career life. He has finished his ITIL Certification, Six Sigma, and has taken Kepner Tregoe: Problem Solving Decision Making. In addition to being a people manager and visionary leader, Arvie is also active in socio-civic activities, promoting a positive community in their neighborhood. During his spare time, he is an adventurous backpacker who merely loves to travel and explore.
11:15 AM PANEL: Personalising Customer Interactions and Responses in Working Towards 100% First Call Resolution
- Guidelines but not scripts: Innovating and personalising agents’ responses to customers
- Establishing a line of escalation and orderly communication plan to drive faster first call resolution
- Performing root cause analysis and resolving customer queries by harnessing last mile callout and auto notifications
- Establishing reliable metrics of first call resolution: What should be measured?