Spreadsheet
MICHAEL ANTHONY LOMANTAS
Davao City, Province of Davao del Sur
Summary
Committed to delivering exceptional service and unparalleled support, with a strong focus on achieving customer satisfaction. Deeply knowledgeable in customer service best practices, consistently excels at finding innovative solutions to effectively meet customer needs. Proficient in implementing strategies that provide exceptional service and foster strong, lasting customer relationships.
Overview
5
5
years of professional experience
Work History
Subject Matter Expert
FULL POTENTIAL SOLUTIONS
2022.08 - 2024.08
- Implemented and optimized new system features tailored to user needs, resulting in 20% increase in user satisfaction and 15% reduction in support requests.
- Educated over 50 staff members on the organizational mission and goals, leading to 25% improvement in team alignment and overall productivity.
- Evaluated staff performance and provided targeted coaching, which resulted in 30% increase in efficiency and 10% reduction in errors across the department.
- Analyzed customer needs and feedback, driving product and service enhancements that boosted customer retention by 18% and increased overall customer satisfaction by 22%.
Team Leader Intern
VXI GLOBAL HOLDINGS INC.
2022.02 - 2022.06
- Provided administrative support to sales team, efficiently coordinating paperwork for over 100 transactions per month and responding to basic inquiries within average of 24 hours, reducing processing time by 15%.
- Assisted sales professionals in maintaining customer relationships by making follow-up calls to 50+ recent buyers weekly, contributing to 20% increase in repeat business.
- Managed customer expectations and guided them through sales process, resulting in 30% reduction in customer complaints and 12% increase in positive feedback.
- Supported client acquisition strategies by managing sales pipeline with over 200 leads, qualifying prospects, and assisting in converting 25% of qualified leads into new clients, boosting revenue by 10%.
Subject Matter Expert
VXI GLOBAL HOLDINGS INC.
2021.09 - 2022.02
- Developed financial models that identified key customer segments for targeted retention efforts, contributing to 15% increase in customer loyalty.
- Built strong relationships with vendors to ensure timely delivery of customer-facing services, improving service reliability by 10%.
- Created actionable reports on customer behavior and retention trends, leading to 20% improvement in customer satisfaction scores.
- Provided analysis and reports to support decision-making in customer loyalty programs, resulting in 12% increase in customer retention rates.
Customer Retention Specialist
VXI GLOBAL HOLDINGS INC.
2021.02 - 2021.09
- Created product demonstrations and presentations that effectively showcased features to over 200 customers, leading to 25% increase in product adoption.
- Boosted customer retention by designing and implementing unique discount programs, resulting in 15% increase in repeat purchases and 10% growth in sales of new product lines.
- Provided exceptional customer service by leveraging deep product knowledge, achieving 98% customer satisfaction rate and reducing customer churn by 12%.
Customer Service Representative
Alorica - Matina I.T Park
2020.07 - 2021.02
- Handled customer requests for products, services, and company information, managing over 50 inquiries daily, which led to 20% reduction in response time and improved customer satisfaction.
- Cross-trained and provided backup support for leadership, ensuring seamless operations during peak periods, resulting in 15% increase in team efficiency.
- Demonstrated high energy and professionalism in client and staff interactions, contributing to 10% boost in team morale and 95% positive feedback rate from clients.
Customer Service Staff
SM Cinema Snack Time
2019.12 - 2020.01
- Managed customer orders at front desk, processing over 80 orders daily with 98% accuracy, leading to 15% increase in order fulfillment efficiency.
- Responded to customer requests for products, services, and company information, handling average of 60 inquiries per day, which improved customer satisfaction by 20%.
- Addressed customer questions about merchandise, sales, and pricing, successfully resolving 95% of queries on first contact, contributing to 10% boost in customer retention.
Education
Bachelor of Science - Accounting
University of Mindanao
Davao City, Philippines03.2021
High School Diploma -
San Pedro College
Davao City, Philippines03.2019
Skills
- Complaint Handling
- CRM Software
- Account updating
- Data Collection
- Product Knowledge
- Scheduling
- Appointment Scheduling
- Microsoft Excel
- Escalation management
- Team Development
Additional Information
- Proven Track Record: Successfully supported real estate investors in identifying profitable deals and provided exceptional customer service that enhanced client retention.
- Versatile Skill Set: Expertise across multiple domains, including Customer Service, Data Entry, Technical Support, Virtual Assistance, and Content Creation, ensuring comprehensive support tailored to client needs.
- Client-Focused Approach: Committed to delivering high-quality results with attention to detail, strong communication, and a dedication to exceeding client expectations.
- Technologically Proficient: Advanced proficiency in various software and tools, enabling efficient and accurate project execution.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The problem is not to find the answer; it’s to face the answer.
Terence McKenna
Certification
- Certified Customer Engagement Specialist, Full Potential Solutions
- Certified Subject Matter Expert, Full Potential Solutions
References
- JOCELYN FABRE, Operations Manager - VXI Davao, 0949 998 2898
- NOEL JESSIE PILL SORONGON, Team Leader - VXI Davao, 0999 769 3951
- GRAZEL PARACUELES, Team Leader - FPS Davao, 0915 952 6349
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Supervised team of 20 staff members.
Work Preference
Work Type
Full TimePart TimeInternshipGig WorkWork Location
RemoteImportant To Me
Career advancementCompany CultureHealthcare benefitsWork from home optionFlexible work hoursPersonal development programsWork-life balanceSoftware
Word Processors
Communication Tools
Accounting
Languages
English
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Interests
Travel
Fitness
Beauty & Fashion
Content Creation
Timeline
Subject Matter Expert
FULL POTENTIAL SOLUTIONS
2022.08 - 2024.08
Team Leader Intern
VXI GLOBAL HOLDINGS INC.
2022.02 - 2022.06
Subject Matter Expert
VXI GLOBAL HOLDINGS INC.
2021.09 - 2022.02
Customer Retention Specialist
VXI GLOBAL HOLDINGS INC.
2021.02 - 2021.09
Customer Service Representative
Alorica - Matina I.T Park
2020.07 - 2021.02
Customer Service Staff
SM Cinema Snack Time
2019.12 - 2020.01
Bachelor of Science - Accounting
University of Mindanao
High School Diploma -
San Pedro College
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