Michael Fermo
Customer Experience Specialist
GMA
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Process Associate
Genpact
01.2023 - Current
- Initiating calls to customers with overdue accounts in a courteous and professional manner, aiming to negotiate payment arrangements and resolve outstanding balances.
- Utilizing strong negotiation skills to establish mutually beneficial payment plans, effectively addressing any concerns or objections raised by customers, and resolving disputes in a diplomatic manner
- Building rapport with customers to understand their financial situations, empathizing with their challenges, and offering feasible solutions to bring their accounts up to date
Customer Experience Specialist
DFO Global Performance Commerce CSWOW Inc.
12.2018 - 07.2023
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
Customer Service Expert
Alorica Philippines Inc. (T-Mobile)
04.2018 - 11.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
Technical Support Representative/Fault Management
Transcom Philippines (Talk Talk)
12.2016 - 03.2018
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to escalated technical support needs.
Education
No Degree - Technology Education | Network System Technician
ICCT Colleges
VV Soliven St. Cainta Rizal 04.2001 -
Skills
Complaint resolution
Call decisioning
Service recommendations
Performance metrics
SaaS familiarization with Zendesk, CRM , & five9
Timeline
Process Associate
Genpact
01.2023 - Current
Customer Experience Specialist
DFO Global Performance Commerce CSWOW Inc.
12.2018 - 07.2023
Customer Service Expert
Alorica Philippines Inc. (T-Mobile)
04.2018 - 11.2018
Technical Support Representative/Fault Management
Transcom Philippines (Talk Talk)
12.2016 - 03.2018
No Degree - Technology Education | Network System Technician
ICCT Colleges
04.2001 -
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