Michael Robert F. Yray
Taguig
Summary
Recruitment Experience (US Recruiter)
In my one year as a US Recruiter, I gained valuable experience in full-cycle recruitment, specializing in sourcing, interviewing, and placing candidates for a range of positions. I worked closely with hiring managers to understand their requirements and ensured a seamless recruitment process by identifying top talent across various industries. My experience in the US market sharpened my skills in utilizing various recruitment platforms, conducting initial screenings, and managing candidate pipelines. I also developed strong interpersonal and negotiation skills, ensuring a positive candidate experience while meeting organizational hiring goals.
BPO Experience (Customer Service Representative, Sales Representative, and Technical Support)
With several years of experience in the BPO industry, I have honed my skills in delivering exceptional customer service, driving sales performance, and providing technical support across diverse sectors. As a Customer Service Representative, I consistently ensured customer satisfaction through effective communication and problem-solving. In my role as a Sales Representative, I exceeded sales targets by leveraging strong negotiation and persuasion skills. Additionally, my experience as a Technical Support Representative allowed me to troubleshoot complex issues, providing timely solutions and maintaining a high level of customer retention. My ability to multitask, work under pressure, and adapt to various client needs has equipped me with a strong foundation in the BPO field.
Overview
9
9
years of professional experience
1
1
Certification
Work History
US Recruiter - Liberty Mutual Insurance
TATA Consultancy Services, LLC (TCS)
Taguig, Metro Manila, Philippines
09.2024 - Current
- Responsible for building and maintaining relationships with hiring managers.
- Ensuring positive candidate experience throughout the hiring process.
- Responsible for keeping candidates warm by giving updates with their application's status.
- Responsible for sourcing, screening, interviewing, and onboarding candidates.
- Well-trained in iCims, LinkedIn, and Indeed.
CSR/Collections - Rushmore Servicing
TATA Consultancy Services, LLC (TCS)
Taguig, Metro Manila, Philippines
04.2022 - 09.2024
- Responsible for taking inbound calls to assist customers with their account concerns such as billing inquiries and disputes, document request, changing account information, processing payments, and setting up or cancelling auto-pay.
- Responsible for explaining Escrow charges on their account while providing options on how they can file a dispute or lower their Taxes and/or Insurance.
- Ensuring positive customer experience throughout the call.
- Taking automatic and manual outbound call to delinquent customers to process their payments and/or schedule automatic one-time payment.
Customer Service Representative - DirecTV
Sitel (Foundever)
08.2021 - 02.2022
- Responsible for taking inbound calls and assisting customers with their billing and troubleshooting concerns, and updating their account or changing their plans/subscriptions.
- Offering add-ons as based on their preferences and account history.
- Ensuring high quality of customer service experience.
CSR - UnitedHealthcare
Teletech
01.2019 - 01.2021
- Responsible for taking inbound calls and assisting customers with their billing and account concerns such as checking their coverage and benefits, checking covered hospitals and doctors.
- Assisting customers on updating or making changes on their account.
- Ensuring high quality of customer service experience.
TSR/Complaints Manager - Telstra
Teletech
01.2019 - 01.2021
- Responsible for taking inbound calls and assisting customers with their billing and account concerns such as updating account details and plans/subscriptions.
- Troubleshooting customers' lines while providing good customer experience.
- Sending technicians if needed and coordinating with the correct departments to ensure immediate resolution.
- Making sure to assist customers with their complaints and resolving it to avoid any escalations to the Ombudsman of Australia.
Sales Representative - Fingerhut
iQor
01.2017 - 01.2019
- Responsible for taking inbound calls and assisting customers with their orders and account concerns such as updating account details.
- Assisting customers on updating or making changes on their account.
- Ensuring high quality of customer service experience.
CSR/Dealer Support Group - MetroPCS
iQor
01.2017 - 01.2019
- Responsible for taking inbound calls and assisting customers with their billing and account concerns such as updating account details and plans/subscriptions.
- Troubleshooting customers' phones while providing good customer experience.
- Assisting on account creation and cancellation
- Providing nearest stores for any concerns that requires physical assistance.
- Assisting dealers on troubleshooting and other account concerns and changes.
Education
Bachelor of Science - Mechanical Engineering
01.2019
High School -
CAA National High School
01.2012
Elementary School - undefined
CAA Elementary School
01.2008
Skills
- Oriented in Microsoft Office Application Such as:
- Microsoft Office Word
- Microsoft Office Excel
- Microsoft Office PowerPoint
- Posses good communication skills
- Fast learner and can easily adjust on office tools
- Experienced in using ATS tools (iCims)
- Well-trained in using LinkedIn Recruiter and Indeed
Affiliations
Member – Junior Philippine Society of Mechanical Engineering
Certification
TESDA Instrumentation and Control Servicing NCII
Emilio Aguinaldo College - Cavite
April 16, 2016 - May 2016
"Welding Technology - Through the years, Importance and Innovation"
Emilio Aguinaldo College - Cavite
July 15, 2016
"Solar for the Home - Design and Installation"
Emilio Aguinaldo College - Cavite
September 15, 2016
"Plumbing - Sanitary Inspections, Safety and Green Plumbing Technologies"
Emilio Aguinaldo College - Cavite
September 15, 2016
Timeline
US Recruiter - Liberty Mutual Insurance
TATA Consultancy Services, LLC (TCS)
09.2024 - Current
CSR/Collections - Rushmore Servicing
TATA Consultancy Services, LLC (TCS)
04.2022 - 09.2024
Customer Service Representative - DirecTV
Sitel (Foundever)
08.2021 - 02.2022
CSR - UnitedHealthcare
Teletech
01.2019 - 01.2021
TSR/Complaints Manager - Telstra
Teletech
01.2019 - 01.2021
Sales Representative - Fingerhut
iQor
01.2017 - 01.2019
CSR/Dealer Support Group - MetroPCS
iQor
01.2017 - 01.2019
Elementary School - undefined
CAA Elementary School
Bachelor of Science - Mechanical Engineering
High School -
CAA National High School
References
Mariedritz, San Agustin, Customer Service Representative, adrielui@gmail.com, 09279400842, TCS
Training
- TESDA Instrumentation and Control Servicing NCII
- Emilio Aguinaldo College – Cavite
- April 16, 2016 - May 2016
- “Welding Technology – Through the years, Importance and Innovation”
- July 15, 2016
- “Solar for the Home – Design and Installation”
- September 15, 2016
- “Plumbing – Sanitary Inspections, Safety and Green Plumbing Technologies”