Michael Kenneth Chavez
Customer Service Agent/Content Moderator
Davao City
Summary
Solution-driven representative with a total of 3 years experience working as a technical support and a social media moderator. Excellent work ethic, tech savvy and highly organized. Excellent verbal and written communication skills and a team player. Consistent in exceeding beyond metrics passing score. Praised by management and leaders for ingenious solution-approach towards customers.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Agent
Netzontech
04.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Social Media Moderator
Concentrix CVG Corporation
07.2021 - 01.2024
- Reviewed and moderated user-generated material to make sure it complies with legal requirements and community rules
- Determined possible threats to safety or security, then notify the relevant teams about them
- Work together with multidisciplinary groups to create and execute content guidelines and protocols
- Examine and document user behavior and content trends to help guide moderation tactics
- Monitored and responded to social media and online forums to maintain brand reputation and customer satisfaction.
Technical Support Specialist
VXI. Global Holdings
10.2020 - 05.2021
- Handled 25 (avg.) calls per day and documented customer concerns demonstrating mastery in written communication and attention to details
- Used company provided CRM tool to troubleshoot devices
- Offered timely customer service with a kind, understanding, and professional attitude
- Memorized company products and services
- Completed customer insights reports and input sensitive data on company tools
- Listened to customer concerns, identified problems, and provided step-by-step solutions to fix technical problems
- Patiently handled any complaints from customers, bringing it up with management if needed.
Education
Bachelor of Science - Psychology
University of Mindanao
Davao City, Province Of Davao Del Sur, Philippines 05.2015 - 05.2020
Skills
Tech-savvy
Excellent written and verbal communication in English language
CRM tool navigation
Proficient in MS Word, MS Excel, and MS Powerpoint
Customer Service
Typing Speed
Live chat support
Problem Resolution
Empathetic and genuine
Complaint Handling
Languages
English
Bilingual or Proficient (C2)
Interests
Technology
Video Editing
Graphics Designing
Music
Hobbies
- Playing games and adventure games
- Playing guitar
- Watching sitcoms and educational videos
Timeline
Customer Service Agent
Netzontech
04.2024 - Current
Social Media Moderator
Concentrix CVG Corporation
07.2021 - 01.2024
Technical Support Specialist
VXI. Global Holdings
10.2020 - 05.2021
Bachelor of Science - Psychology
University of Mindanao
05.2015 - 05.2020
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