MICHAEL PADAYAO

Customer Support Specialist (Email Support)
OpenAI | [March 2025] – [May 2025]

• Handled customer inquiries via email support, resolving a high volume of tickets related to AI product usage, account access, and technical troubleshooting.
• Delivered clear, empathetic, and timely responses while maintaining high customer satisfaction and alignment with OpenAI’s tone and brand guidelines.
• Documented user feedback and common issues to help improve support workflows and product experience.
• Maintained accurate ticket records in the CRM system and followed proper escalation procedures for complex or sensitive cases.
• Recognized for performance and professionalism, leading to cross-training into a new team.

Fraud & Risk Analyst / Content Moderator
OpenAI | [May 2025] [Wave 1]

• Selected as part of the pioneering batch to support OpenAI’s Fraud & Risk team, monitoring for potential misuse of AI tools and policy violations.
• Investigated suspicious activity and user behavior, assisting with fraud detection and risk mitigation strategies.
• Performed content moderation on AI-generated images and videos, ensuring they met safety, ethical, and policy standards.
• Worked closely with internal teams to escalate safety concerns and support improvements to moderation tools and risk workflows.
• Maintained strict confidentiality and adhered to trust and safety guidelines.

Google Maps Content Specialist
Feb 2022 – May 2023 (Remote / Work-from-Home)
Campaign: Google Maps

• Handled menu transcription tasks for Google Maps, accurately converting restaurant and business menu data into structured digital entries to enhance user experience and search visibility.
• Maintained high accuracy and consistency in entering menu items, prices, and descriptions, ensuring alignment with Google’s data quality standards.
• Worked independently in a remote setup, meeting daily quotas and quality benchmarks while maintaining confidentiality and data integrity.
• Cross-trained into the Subjective User-Generated Content (SUGC) moderation team, specializing in reviewing user-submitted content such as reviews, photos, and location edits.
• Evaluated and flagged content that violated Google’s community guidelines, including fake reviews, spam, inappropriate images, and policy violations.
• Exercised strong judgment in handling subjective or borderline cases, maintaining a balance between policy enforcement and user fairness.
• Collaborated with internal quality teams to escalate edge cases and contribute to the continuous improvement of content moderation workflows.

Subjective User-Generated Content Moderator

May 2023 – Feb 2025

Campaign: Google Maps

• Ensured that user-generated content across the platform adhered to company guidelines, community standards, and safety policies.
• Reviewed, assessed, and flagged content such as text, images, and videos that may be offensive, inappropriate, or in violation of rules.
• Monitored user behavior to detect and report potential abuse, harassment, or other forms of policy violations.
• Used critical judgment to evaluate subjective or borderline cases, balancing freedom of expression with platform safety and compliance.
• Collaborated with internal trust & safety and policy teams to continuously improve content review workflows and moderation accuracy.

Customer Support Associate – Dodo Power & Gas (Collections & Financial Hardship Support)
Handled outbound collections and financial assistance support for energy customers.
Tenure: [Feb 2020] – [August 2020]

• Initially assigned to the outbound collections team, contacting customers with overdue accounts to negotiate and set up payment arrangements for Dodo Power & Gas services.
• Worked with a list of daily leads and consistently met or exceeded collection targets while maintaining a customer-first approach.
• Effectively handled objections and provided solutions to help customers catch up on their bills while ensuring compliance with company and regulatory guidelines.
• After 6 months, upskilled and transitioned to the Financial Hardship Support team, assisting customers in vulnerable situations.
• Set up flexible payment plans and assessed eligibility for the Energy Assistance Program (EAP) to provide long-term bill support.
• Maintained a high standard of empathy, professionalism, and accuracy when handling sensitive financial conversations.
• Ensured proper documentation and adherence to privacy and hardship policy protocols throughout all customer interactions.

Customer Support Associate – Dodo Power & Gas (Financial Hardship Support)
Handled financial assistance inquiries for energy customers facing payment difficulties.

• Assisted customers experiencing financial hardship by setting up payment arrangements and offering flexible billing solutions.
• Educated and enrolled eligible customers into the Energy Assistance Program (EAP) to help reduce energy costs and prevent service disconnections.
• Assessed individual financial situations with empathy and professionalism to recommend appropriate support options.
• Maintained accurate records of customer agreements and ensured compliance with company policies and regulatory requirements.
• Delivered high-quality service while managing sensitive conversations around financial hardship.

Customer Support Associate – Optus (Telecommunications Billing & Collections)
Handled billing support, payment arrangements, and advanced collections for Optus customers.

• Started as a frontline collections representative, assisting customers with outstanding bills by offering flexible payment solutions tailored to their financial situations.
• After 2 months, was upskilled to Tier Collections, handling more complex accounts involving higher balances, long-term delinquencies, and escalated payment issues.
• Negotiated customized repayment plans while ensuring compliance with Optus credit policies and industry regulations.
• Maintained a high level of empathy and professionalism when supporting customers under financial stress, preserving positive customer relationships.
• Accurately documented call outcomes and payment agreements using internal CRM systems.
• Consistently met or exceeded collection targets while contributing to overall team performance and quality standards.

Customer Service Representative Trainee – Optus (via [24/7.ai])
Product Training Completed

• Completed one month of intensive product and customer service training under 24/7.ai for the Optus telecommunications campaign.
• Gained foundational skills in handling customer inquiries, billing concerns, and account troubleshooting for Optus services.
• Developed familiarity with telco systems, internal tools, and customer engagement best practices.
• Did not transition to production due to logistical challenges with work location/proximity.

Medical Records Retrieval Specialist – ReleasePoint (Healthcare Account)
MicroSourcing

• Retrieved medical records and documentation on behalf of patients and insurance companies to support claims processing.
• Contacted hospitals, clinics, and healthcare providers to request and follow up on medical records, ensuring timely and accurate fulfillment.
• Verified provider information, documented call outcomes, and tracked request statuses using internal systems and HIPAA-compliant tools.
• Maintained a high level of confidentiality, accuracy, and professionalism in all communications involving sensitive health information.
• Supported overall team goals in delivering efficient and compliant records retrieval services for healthcare clients in the U.S.

Customer Service Associate – Amazon (Retail Account)

• Provided support to Amazon customers with online shopping concerns, including product inquiries, order placement, and account assistance.
• Handled requests related to order tracking, returns, refunds, and replacements, ensuring timely and accurate resolution in line with company policies.
• Delivered exceptional customer service through email, chat, or voice support, maintaining a professional and empathetic tone in all interactions.
• Resolved a high volume of customer concerns while meeting performance metrics such as first contact resolution, customer satisfaction (CSAT), and average handling time (AHT).
• Used internal tools to document interactions, escalate issues, and follow up on pending cases to ensure customer satisfaction.

Customer Service & Sales Representative – DIRECTV (AT&T Line of Business)

• Assisted customers with inquiries related to cable and pay television services, including billing concerns, service features, and technical support.
• Processed payment arrangements for customers with outstanding balances, offering flexible solutions to help them maintain uninterrupted service.
• Provided product information and proactively upsold additional AT&T services such as HBO, premium channel packages, and upgraded plans, contributing to revenue growth.
• Delivered excellent service via phone support, maintaining a high level of professionalism, empathy, and product knowledge.
• Met or exceeded performance targets in customer satisfaction, upsell conversions, and call handling efficiency.

Healthcare Customer Service Representative – Member & Provider Support / WellCare (Medicare & Medicaid)

• Initially assigned to Member and Provider Customer Support, handling inbound calls to assist with eligibility, benefits, claims status, and general inquiries for healthcare plan members and medical providers.
• Delivered accurate and empathetic support while maintaining compliance with HIPAA regulations and healthcare industry standards.
• After demonstrating strong performance, was upskilled and transitioned to the WellCare Intake Authorization Team.
• Facilitated prior authorization requests from healthcare providers for services under WellCare Medicare and Medicaid plans, ensuring all necessary clinical and demographic information was gathered.
• Accurately processed intake data, routed cases to appropriate departments, and ensured timely responses to meet healthcare compliance timelines.
• Maintained high quality and productivity standards in a fast-paced, policy-driven environment.

Customer Service Representative → Peak Trainer / Team Leader – Target (Retail Account)
Progressed through multiple roles under the Target campaign, supporting customer service operations and team development.

• Started as a Customer Service Representative, assisting customers with online orders, returns/refunds, order tracking, and product concerns across digital channels.
• Transferred to the Guest Relations Team, creating and managing escalation tickets for customer complaints and complex service issues.
• Later moved to the Refunds Team, where responsibilities included issuing refund codes to in-store Target cashiers to process eligible returns per company policy.
• After 3 years, promoted to Peak Trainer and Team Leader, supporting new hire training, nesting, and live call coaching during high-volume seasons (e.g., holidays and major sales events).
• Delivered training sessions on tools, processes, and customer service protocols while monitoring team performance and providing real-time feedback.
• Acted as a point of contact for escalations and ensured alignment with service quality metrics, including CSAT, AHT, and resolution rate.
• Fostered a collaborative and high-performing team environment, helping agents meet KPIs and maintain Target’s service excellence standards.

Customer Service Representative – H&R Block (Seasonal Tax Support)

• Provided seasonal customer support for H&R Block clients during peak tax filing season, assisting with inquiries related to tax preparation, account access, filing status, and service options.
• Handled customer complaints, technical issues, and service-related concerns with professionalism and accuracy.
• Guided users through online tax filing tools and answered questions regarding the tax process, refund timelines, and document requirements.
• Maintained compliance with data privacy and financial information handling standards, ensuring secure and confidential service.
• Delivered consistent customer satisfaction while managing high call volumes during critical tax deadlines.