Michael Florian Mirabueno
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Technical Onboarding Escalation Officer
Acquire BPO (RingCentral)
02.2022 - Current
- Provide exceptional Technical Support for the implementation of RingCentral VoIP telephone system for businesses in the US.
- Guided colleagues in making sure that they deliver correct responses and resolutions to clients, aligned with the current updates regarding business processes.
- Presented best setup of phone system, based on the client's company needs.
- Handle and track date of escalated issues from different departments.
- Take-over supervisor calls from advisors.
Technical Support Representative (Tier 1 Advisor)
Concentrix
09.2020 - 01.2022
- Aided in software implementation for clients in Bookkeeping/Accounting industry, providing setup and initial training services.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Global Expert
Inspiro Relia Inc.
07.2016 - 03.2020
- Managed a team of newly hired agents in their nesting period, to achieve 100% endorsement to the production/operations.
- Took over supervisory level type of calls.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Technical Support Representative
West Contact Services Inc.
09.2013 - 04.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer Service Representative (Logistics)
Visaya Knowledge Process Outsourcing
06.2012 - 04.2013
- Actively listened to customers, handled shipping concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Representative
Asia Premier One Source Inc.
02.2010 - 05.2012
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and delivered engaging sales presentations to convey product benefits.
Education
No Degree - BS Accountancy
Rizal Technological University
Boni Campus06.2014
Skills
- VoIP Installation
- Customer Service
- Application Support
- Technical Documentation
- Technical Troubleshooting
Skills
- VoIP Installation
- Customer Service
- Application Support
- Technical Documentation
- Technical Troubleshooting
Timeline
Technical Onboarding Escalation Officer
Acquire BPO (RingCentral)
02.2022 - Current
Technical Support Representative (Tier 1 Advisor)
Concentrix
09.2020 - 01.2022
Global Expert
Inspiro Relia Inc.
07.2016 - 03.2020
Technical Support Representative
West Contact Services Inc.
09.2013 - 04.2016
Customer Service Representative (Logistics)
Visaya Knowledge Process Outsourcing
06.2012 - 04.2013
Sales Representative
Asia Premier One Source Inc.
02.2010 - 05.2012
No Degree - BS Accountancy
Rizal Technological University
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