MICHAEL R. BORILLO
Taguig City
Summary
Knowledgeable and dedicated customer service professional with 15 years of extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses within the industry.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
Work History
Energy Specialist at Nectr Electricity
Emapta
06.2022 - 08.2023
- End-to-end customer service assistance including but not limited to onboarding and offboarding; billing and payments; metering enquiries; moves; renewals; retention; hardship; collections; complaints; customer education regarding Nectr products and tools; and advocacy
- Utilized outbound phone calls, live chats, or emails to the original reporter to investigate and prioritize incoming tickets
- Resolved enquiries efficiently while addressing core problem to solve for customer.
- Adopted a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible.
- Efficiently responded to inquiries while focusing on the main issue that needs to be resolved for the client.
- Escalated tickets to the appropriate person or team, whether that be internally within the Support team, externally to a third party, or across to our development teams, as necessary and with all pertinent information.
- Promoted awareness or use of alternative or renewable energy sources.
ECommerce Specialist
Diversify Offshore Staffing Solutions
10.2021 - 05.2022
- Utilized Zendesk as a CRM to assist customer queries
- Build sustainable relationships and trust with customer assistance through open and interactive communication
- Provided exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution
- Maintain an awareness of customer needs and potential service issues through customer contact, including escalated calls, emails and other customer contact channels
- Provided well-rounded, prompt, high-quality, and professional customer service at all times in the engagement with customers
- Worked with other support teams as necessary to ensure that customers’ queries are clearly escalated to the correct teams for the required action and follow-up
- Collected and channel feedback on customer issues, processes and service enhancement to Management as an ongoing process for striving towards service excellence
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Technical Specialist / Customer Care / Email Support Specialist / Realtime Analyst
CSS Corp
01.2020 - 09.2021
- Front level Technical Support, Back End and Customer Service supporting Federal Government Customers. Ensured timely resolution of request in a fast paced environment while maintain highest level of standards and quality.
- RMA related work - ensured dispatch of Juniper products parts through established service delivery logistics channels to parts depots, or directly to customers globally and general customer service questions.
- Escalates difficult or technical issues to JTAC, Team Lead or Customer Service Manager.
- Interfaces with other Juniper groups as required and as experience permits.
- Ensured complete and comprehensive issue documentation using appropriate Juniper tracking systems.
- Assisting customer activate Juniper device Licenses participate in User Acceptance testing (UAT), Level one - verification of existing functionality.
- Meets required objectives in terms of case handling, supporting performance of service against SLA and customer satisfaction targets.
CRM Technical Analyst
UnlockTheGame
04.2018 - 01.2019
- Set up,created and modified Infusionsoft Campaigns for Marketing Automation
- Assisted in creation of Sales Automation, Analytics, Integrations, Payments & Online Sales for UnlocktheGame and its client.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Created training guides and in-person and online training courses to improve customer user experience in Infusionsoft environment.
- Continually analyzing performance of campaigns and modifying the structure to optimize results and maximize lead flow
- Proofreading and setting up marketing emails
- Troubleshooting automation campaigns
- Website links and URL testing to ensure all functionality is working.
Technical Specialist & Back End Support
MyMobileApp
06.2017 - 01.2018
- Assisted in the creation of Apps for iOS and Android platform, spot checking and submitting Apps to Apple App Store and Google Playstore
- Re-instated Apps in previously suspended and then reinstated Google/Apple accounts
- Provided iOS and Android platform troubleshooting via email helpdesk
- Sends correct templates email to customer based on rejections (if App is rejected)
- Updated Apple/Google Playstore listing icons, descriptions, screenshots, app categories for customer web apps using Google Console and Apple Developer account
- Submitting App approval go as smoothly as possible, review the common missteps that can slow down the review process to trigger an app rejection.
- Completed troubleshooting and diagnostics on company resources.
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
Conference Admin & Back End Support at Intercall
West Technology and Communications
03.2015 - 06.2017
- Responsible for scheduling conference calls to meet the customers’ needs, schedule calls incoming from the telephone, WebEx
- Schedule, modify, and cancel basic reservations for assigned customers via phone while optimizing each contact with customers by up-selling additional call features
- Facilitated communication between teams handling catering, audio visual and room setup.
- Register new customers for scheduled conference calls while following all reservations scripting to ensure quality and consistency
- Implemented new accounts and owner profiles for current customers, as assigned
- Build and maintain a successful relationship with all customers internal and external
- Assisted the customers by answering basic customers questions regarding products and processes while escalating the issue if it cannot be resolved at the employees’ level Technical Support Expert Level 1 and 2
- Recommended and assisted in implementing operating procedures and promoted continual improvement.
Technical Support Expert Level 1 and 2 at Telstra
Teleperformance
11.2009 - 11.2014
- Provided clear inbound communication through telephone support and provide excellent customer service solutions to users pertaining to information, presales and technical problems (ADSL, ADSL2+, CABLE BROADBAND, WIRELESS MOBILE BROADBAND, TELSTRA T-HUB (Android OS (Telephone System), and TELSTRA T-BOX (Set-Top Box)
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded Level 2 technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Expert at Sprint Telecom
Teleperformance
06.2007 - 09.2008
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
- Resolves product or service problems by clarifying the customers complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer Information and analyzing customer needs.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
Education
BSBA - Marketing Management
04.2001 - 05.2010
Skills
Time management and multitasking
undefinedTimeline
Energy Specialist at Nectr Electricity - Emapta
06.2022 - 08.2023
ECommerce Specialist - Diversify Offshore Staffing Solutions
10.2021 - 05.2022
Technical Specialist / Customer Care / Email Support Specialist / Realtime Analyst - CSS Corp
01.2020 - 09.2021
CRM Technical Analyst - UnlockTheGame
04.2018 - 01.2019
Technical Specialist & Back End Support - MyMobileApp
06.2017 - 01.2018
Conference Admin & Back End Support at Intercall - West Technology and Communications
03.2015 - 06.2017
Technical Support Expert Level 1 and 2 at Telstra - Teleperformance
11.2009 - 11.2014
Customer Service Expert at Sprint Telecom - Teleperformance
06.2007 - 09.2008
College of St. Benilde - BSBA, Marketing Management
04.2001 - 05.2010
Similar Profiles
Sam RuadapSam Ruadap
Paralegal at EMAPTAParalegal at EMAPTA
SHEILA MAE PERERASHEILA MAE PERERA
Outbound Sales Representative at EmaptaOutbound Sales Representative at Emapta
Ma. Sheryl ValdezMa. Sheryl Valdez
Customer Service Representative at EmaptaCustomer Service Representative at Emapta