Michael Cean Serida
City Of Naga
Summary
Dynamic Senior Case Manager with a proven track record at TDCX Cebu, showcasing exceptional critical thinking and clear communication skills. Excelled in managing high-risk cases and enhancing customer satisfaction through effective problem-solving and active listening. Adept at leveraging technology for operational excellence, demonstrating a commitment to continuous learning and cross-cultural sensitivity.
Overview
6
6
years of professional experience
Work History
Senior Case Manager
TDCX Cebu
04.2023 - 02.2025
- Managed high-risk cases effectively, implementing crisis intervention techniques when necessary to ensure client safety.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
Process Executive
Cognizant Technology Solutions
03.2020 - 01.2023
- Collaborated closely with other departments for achieving operational excellence across the organization
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Improved process efficiency by analyzing, identifying bottlenecks, and implementing corrective actions.
Customer Service Representative
TechMahindra
11.2018 - 02.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Bachelor Of Science In Marine Transportation - Under Graduate
University of Visayas Main Campus
Dionisio Jakosalem St., Cebu City2018
Bachelor Of Science Marine Transportation - Under Graduate
University of Cebu, Lapu-Lapu And Mandaue
A.C Cortes Ave, Mandaue City2014
High School Diploma - High School Education
Pajo National Highschool
Brgy. Pajo, Lapu-Lapu City2012
Gradeschool - Elementary Education
Lapu-Lapu City Central Elementary School
Lapu-Lapu City2007
Skills
- Technology-savvy
- Cross-cultural sensitivity
- Time management
- Organization and multitasking
- Critical thinking
- Clear communication
- Team collaboration
- HIPAA compliance
- Active listening
- Verbal and written communication
- Decision-making
- Willing to learn and undergo training
Timeline
Senior Case Manager
TDCX Cebu
04.2023 - 02.2025
Process Executive
Cognizant Technology Solutions
03.2020 - 01.2023
Customer Service Representative
TechMahindra
11.2018 - 02.2020
Bachelor Of Science In Marine Transportation - Under Graduate
University of Visayas Main Campus
Bachelor Of Science Marine Transportation - Under Graduate
University of Cebu, Lapu-Lapu And Mandaue
High School Diploma - High School Education
Pajo National Highschool
Gradeschool - Elementary Education
Lapu-Lapu City Central Elementary School
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