Micah Virgo

• Albert (Technical Support)

- A FinTech app. Responsible answering SMS and emails for cash-out requests, setting up account for users who underwent and passed KYC verification. Addressing financial concerns and providing clear, technical solutions and concise explanations based on users' data.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

• Earnin (Technical Support) 2019
  - A FinTech app. Responsible answering live chats and emails for cash-out requests, setting up account for users and verifying documents using SheerID.
• Residenthome (Retail/B2B) 2019 - 2022
  - Handling calls/emails about pre-order inquiries, placing orders, tracking shipments, warranty replacements, refunds and retention.
• Homebase (SaaS) 2022 - 2023
  - This is an online scheduling and time tracking app for web and mobile. I answer calls and emails for product questions, app issues and discrepancies, filing bug reports using JIRA software, fixing common issues with schedules and timecards for payroll purposes, educating customers contract types and onboarding documents, technical assistance with software integration and API access requests
  - Scheduling appointments for live demo on product walkthrough, Calling warm leads to present app features to get them to subscribe on our paid plans, updating accounts using CRM to keep records updated and monitored.

• Monitored emails, organized inbox, and prioritized messages for supervisor.
• Organized and managed team tasks using Trello and Asana.
• Managed filing system, entered data and completed other clerical tasks.
• Developed marketing content such as blogs, promotional materials, and advertisements for social media.
• Increased customer engagement through social media.
• Designed and implemented social media strategies to align with business goals.
• Monitored online presence of company's brand to engage with users and strengthen customer relationships.

• Provided exceptional services and pleasant shopping experiences to retail customers.
• Greeted customers, helped locate merchandise, and suggested suitable options.
• Actively engaged customers to provide general assistance and information on store merchandise.
• Answered incoming calls and emails to provide product information, features and benefits.
• Assisted customers by providing tracking information and resolving shipping or merchandise issues.
• Updated company tracking system with latest information.
• Input order information into system and updated customer accounts to document and track customer orders.
• Monitored and tracked inventory to achieve prompt order fulfillment.

• An online travel agency which offers discounted tickets to youth and students. I am responsible for verifying accounts to access discounted rates. Eligibility requires proof as a student,(e.g., student email, student ID, admission letter or acceptance letter) and I approve or reject them using SheerID.
• Worked closely with clients to understand unique needs and meet specific travel desires. Organized trips for individual, family and business travelers.
• Identifying client needs and determine best domestic or international travel offerings. Assisted clients with flight changes and cancellations to minimize travel disruptions. Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity. Analyzed large amounts of data to find patterns of fraud and anomalies. Developed and implemented procedures to detect and prevent fraud.

• Developed creative design for print materials, brochures, banners, and signs.
• Completed final touches for projects such as images sizes and font selection.
• Created digital image files for use in digital and traditional printing methods.
• Completed in-depth product design tests using updated software tools.