Mobile Games
Michael John Galang
CRS II/TSR/Back Office Specialist
Angeles City, Pampanga
Summary
Dedicated customer support specialist with excellent experience in industry.
Dependable and quick-learning team player with effective communication and organization skills.
Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
Work History
Back Office Specialist
Sutherland Global Services
Clark Freeport Zone, Pampanga
01.2022 - Current
- Responsible of processing responses based on consumer’s disputes.
- Manage data and information to properly update the consumers’ file.
- Provides credit services and ensures compliance with federal and state regulations while attaining business objectives, assists the investigation process during a credit dispute ensuring compliance to federal and state regulations and departmental goals.
- Able to comply with service level agreements and avoid compromising data integrity
Customer Service Representative/Technical Support Representative
IQOR
Bertha Phil II Clark Freeport Zone, Pampanga
05.2021 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promoted available products and services to customers during service, account management, and order calls.
Fraud Specialist
Concentrix
SM Clark Tech Hub 2 BPO Building Clark, Angeles City Pampanga
09.2019 - 04.2021
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Technical Support Consultant
Sutherland Global Services
SM Clark Tech Hub 2 BPO Building Clark, Clark Free Port Zone
10.2016 - 06.2019
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to various technical support needs.
- Used ticketing systems to manage and process support actions and requests.
Education
Associate of Science - Computer Technology
Asian Institute of Science And Technology
Dau, Mabalacat City Pampanga 06.2013 - 04.2015
High School Diploma -
Francisco G. Nepomuceno Memorial High School
Pandan, Angeles City Pampanga 06.2007 - 04.2013
Skills
Technical Support
Creative problem solving
Account management
Written and oral communication
Service standard compliance
Dispute Resolution
Interests
Cooking
Anime
Timeline
Back Office Specialist
Sutherland Global Services
01.2022 - Current
Customer Service Representative/Technical Support Representative
IQOR
05.2021 - 12.2021
Fraud Specialist
Concentrix
09.2019 - 04.2021
Technical Support Consultant
Sutherland Global Services
10.2016 - 06.2019
Associate of Science - Computer Technology
Asian Institute of Science And Technology
06.2013 - 04.2015
High School Diploma -
Francisco G. Nepomuceno Memorial High School
06.2007 - 04.2013