Michael John Gromeo
CITY OF VALENZUELA
Summary
Dynamic and results-driven professional with extensive experience at TaskUs, excelling in customer service and problem-solving. Proven ability to enhance customer satisfaction through effective communication and adaptability. Skilled in performance tracking and upselling techniques, consistently achieving targets while fostering teamwork and collaboration in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Chat Support Representative
TaskUs
11.2024 - 05.2026
- Assisted customers with inquiries through live chat platform.
- Resolved client concerns to improve account satisfaction.
- Resolved technical issues by following established troubleshooting procedures.
- Documented customer interactions in internal support systems for record-keeping.
Customer Service Specialist
Concentrix
12.2023 - 05.2024
- Resolved members' medical insurance issues, ensuring timely access to necessary services.
- Assisted customers with inquiries, delivering tailored solutions to enhance satisfaction.
- Communicated product information clearly to enhance customer understanding.
- Communicated product information clearly, improving customer understanding and engagement.
Claims Representative
IntouchCX
05.2022 - 06.2023
- Supported claims processing by managing back office operations.
- Communicated with clients to gather necessary information for claims.
- Gathered necessary information from clients for claims processing.
- Ensured documentation compliance with company policies through thorough reviews.
Senior Technical Support Representative
Telus
01.2020 - 01.2021
- Resolved internet connectivity issues for small to medium business clients, ensuring minimal downtime and improved client satisfaction.
- Diagnosed and resolved various technical issues via phone and online chats.
- Diagnosed and resolved diverse technical issues via phone and online chats, enhancing customer experience and support efficiency.
- Collaborated with engineering teams to identify and address recurring service problems, contributing to long-term solutions and service reliability.
Sales Representative
Concentrix
10.2018 - 12.2019
- Upsold subscription to customers, enhancing their experience and increasing sales revenue.
- Engaged customers to identify needs, recommending tailored products to boost satisfaction.
- Making a sale by upselling a subscription to all customers.
- Resolved customer inquiries and complaints promptly, improving overall customer satisfaction.
Case Manager
Transcom
- Facilitated case management for technical support issues, ensuring timely resolution and client satisfaction.
- Assisted clients in navigating complex case management processes, enhancing their understanding and engagement.
- Coordinated referrals to community resources and support services.
- Coordinated referrals to community resources and support services, linking clients to essential support for improved outcomes.
Education
Tertiary - Information Technology
AMA University
Caloocan CitySkills
- Chat interaction analysis
- LiveChat messaging
- Understanding customer needs
- Customer service
- Customer service excellence
- Cross-selling strategies
- Order management
- Technical troubleshooting
- Problem-solving
- Multitasking
- Attention to detail
- Teamwork and collaboration
- Adaptability and flexibility
- Effective communication
- Customer retention
Languages
English
Proficient
C2
Timeline
Chat Support Representative
TaskUs
11.2024 - 05.2026
Customer Service Specialist
Concentrix
12.2023 - 05.2024
Claims Representative
IntouchCX
05.2022 - 06.2023
Senior Technical Support Representative
Telus
01.2020 - 01.2021
Sales Representative
Concentrix
10.2018 - 12.2019
Case Manager
Transcom
Tertiary - Information Technology
AMA University