Michael Estayan

• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Fostered strong relationships with key accounts, ensuring high levels of customer satisfaction and loyalty.

Cognizant PH (Google / YouTube)

• Ensure delivery and presentation of client-mandated metrics to both external and internal stakeholders
• Build strong relationships and effective communication between departments
• Ensure seamless transition from Hiring to Ops
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.

Note: Resignation submitted in February 2023. Opted to assist the company with the interview process and hiring of a replacement until August 2023.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

• Ensure safety of customer's profiles / accounts by diligently following account protocols and quality guidelines
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Spearheaded Warm Welcome depatment

Started from an associate level, promoted to quality specialist, and ended in the Team leader position

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Improve customer service and retention
• Jumpstarted Trige (callback) Team

• Evaluated customer data to identify and prevent fraudulent activities.
• Tracked fraud cases and monitored trends to develop strategies for prevention.