MICAH RAMOS
Brgy. 6 Parut Vintar Ilocos Norte,Philippines
Summary
Dedicated customer service professional with over three years of experience providing technical support and assisting customers in a fast-paced BPO environment. Skilled in communication, problem-solving, and delivering excellent customer service. Eager to contribute to a dynamic organization while continuously learning and growing professionally.
Overview
1
1
Language
1
1
Certification
4
4
years of professional experience
Work History
TECHNICAL SUPPORT REPRESENTATIVE
ALORICA – San Nicolas, Philippines
01.2023 - 09.2026
· Provided phone, live-chat, and email support for hardware, software, and account-access concerns.
· Guided customers through step-by-step troubleshooting and asked targeted questions to identify issues.
· Handled escalations professionally, documented interactions accurately, and worked toward customer-focused resolutions.
Subject Matter Expert (SME)
· Guided team members on procedures, product information, and policies.
· Assisted with complex customer concerns and escalations to promote accurate, consistent support.
Team Manager Apprentice (TMA)
· Supported team operations and assisted team members with daily needs.
· Developed leadership and coaching skills and helped address escalated concerns and team goals.
Call Auditor
· Reviewed customer interactions for quality, accuracy, compliance, and adherence to procedures.
· Identified improvement opportunities and documented evaluations to support service quality.
Education
ILOCOS NORTE COLLEGE OF ARTS AND TRADE
Skills
- Customer relationship management
- Client communication
- Account management
- Service recovery
- Customer service
- Communication skills
- Problem solving
- Technical support
- Data entry
- Microsoft Office proficiency
- Computer literacy
- Team collaboration
- Time management
- Quick learning ability
- Adaptability
- Attention to detail
Languages
English
Upper Intermediate
B2
Hobbies and interests
- Cooking: I love preparing varied dishes and keeping an organized, clean kitchen environment.
- Organization: Creating structured space-management systems to keep living spaces immaculate and welcoming.
Certification
- Housekeeping NC II
- Food and Beverage Services NC II
- Front Office Services NC II
HOSPITALITY TRAINING / RELEVANT EXPERIENCE
Front Office & Housekeeping Services Trainee | Apr – May 2019
Palacio de Laoag
Food & Beverage Services Trainee | Oct – Nov 2019
Max's Restaurant
Timeline
TECHNICAL SUPPORT REPRESENTATIVE
ALORICA – San Nicolas, Philippines
01.2023 - 09.2026
ILOCOS NORTE COLLEGE OF ARTS AND TRADE