Michael Ryan R. Dela Peña
BPO Professional
Marikina City
Summary
More than 16 years of experience in the BPO industry with Customer Care Support, Technical Support roles. Billing and Financial, Real Estate, and Social Media account. And Leadership background.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
Work History
Customer Care Associate
Quantrics Enterprises
08.2024 - Current
- Customer service for Household Quad Care ‑ Assisting Bell customers with home phone, TV, Internet, and Mobility service regarding their billing, account changes, and service concerns.
Fraud Analyst
Quantrics Enterprises
3 2023 - 08.2024
- Making sure all customer accounts are fully validated before making changes and assisting them regarding their concerns that are within the scope of the department
Meta/Facebook Concierge Support
TDCX
05.2020 - 08.2022
- Assists Advertisers with ads related concerns with their Personal Facebook account, Ads Manager, Business Pages, Instagram Business type account and Business Manager account
- Assist Advertisers with account creation and ads creation and editing and troubleshooting encountered errors
Case Manager
TDCX
02.2019 - 04.2020
- Handles dispute between the host and the guest
- It is my responsibility to investigate the situation and find a resolution that the host and guest will agree on or make a decision based on Airbnb's policy, whichever is applicable
Team Leader
Inspiro formerly SPI CRM
10.2016 - 02.2019
- Handles the following team: Email Customer Care Team / Social Media Customer Care Team / SM Support and Offboard Team
- Responsible for the team stats, making sure that all agents under my team are hitting their goal
- Making it a point that all agents are getting their target metric by coaching them
- With their opportunity and guiding them on how to overcome their hindrances by making an action plan
- Inspiring agents by being a good example with work ethics
- Guiding and building the agents' potential for them to step to the next level and be promoted by giving them small tasks
- Creating and managing agents' schedule making sure that the required FTEs are met and VL's are properly scheduled
- Time keeping for properly documenting agent's attendance and sending it to the payroll team for payout
Customer Care L2
TaskUs
05.2016 - 09.2016
- Assists clients on how to set up their online account and explain how the service works
- Assists host and customer with any of the car and service-related issues
Research Analyst
Telus International Philippines
06.2015 - 04.2016
- Main task is to make sure that all real estate online information is up to date
L2 Escalations and Helpdesk Support
IBM-CONCENTRIX
06.2014 - 05.2015
- Escalations Taking escalated calls or supervisor calls for further assistance, customer complaints and escalations
- A2A Assists agents regarding product, process, tools access and disputes
Billing Advisor
WIPRO BPO PHILIPPINES LTD., INC.
11.2013 - 06.2014
- Assists customers query and/or disputes with their phone line and/or broadband billing
- Assists customers in taking payment and/or activating temporary suspended services
CSR and TSR
WIPRO BPO PHILIPPINES LTD., INC.
07.2012 - 11.2013
- Assists customers in creating a schedule of technician visits for fixing phone line trouble
- Assists customers in troubleshooting their feature phone line issues
CSR and TSR
NCO GROUP-RMH Teleservices Asia Pacific Inc.
10.2011 - 01.2012
- Assists customers regarding their Amazon online account and products descriptions
- Assists customers in troubleshooting their Kindle device (E book Reader)
Senior Agent
Motif Limited Philippine Branch
01.2010 - 05.2011
- Product Specialist
- Floor Support - support the agents for product questions and/or clarifications
- Escalations - taking escalated calls or supervisor calls for further assistance, customer complaints, recommendations and suggestions
- Call Quality Check - side by side call listening to agents for spot coaching and/or training opportunities for improvement
Interim Team Lead
Motif Limited Philippine Branch
09.2010 - 11.2010
- Provides 1 on 1 Agent coaching and/or Team Learning sessions to improve stats
- Responsible for the agent's punctuality and attendance
- Responsible to instill discipline to the agents and motivate them for better work results
- Sends report to Operations Manager regarding agent's stats and monthly plan for team improvement
CSR
Motif Limited Philippine Branch
05.2010 - 01.2010
- Assists customers with their PayPal account with regard to sending and receiving online payments
CSR
ICT Services Incorporated
11.2007 - 04.2007
- Assists customers in activating their phone, troubleshooting, top up and anything regarding their VM phone account
Education
Vocational - A Secondary Technical Course Specializing in Electronics
Don Bosco Technical College
Mandaluyong, Mandaluyong City 01.1994 - 01.1998
Skills
Communication Skills
Leadership Skills
Management Skills
Coaching and mentoring
Quality control
Analytical thinking
Customer service orientation
References
Available on request.
Timeline
Customer Care Associate
Quantrics Enterprises
08.2024 - Current
Meta/Facebook Concierge Support
TDCX
05.2020 - 08.2022
Case Manager
TDCX
02.2019 - 04.2020
Team Leader
Inspiro formerly SPI CRM
10.2016 - 02.2019
Customer Care L2
TaskUs
05.2016 - 09.2016
Research Analyst
Telus International Philippines
06.2015 - 04.2016
L2 Escalations and Helpdesk Support
IBM-CONCENTRIX
06.2014 - 05.2015
Billing Advisor
WIPRO BPO PHILIPPINES LTD., INC.
11.2013 - 06.2014
CSR and TSR
WIPRO BPO PHILIPPINES LTD., INC.
07.2012 - 11.2013
CSR and TSR
NCO GROUP-RMH Teleservices Asia Pacific Inc.
10.2011 - 01.2012
Interim Team Lead
Motif Limited Philippine Branch
09.2010 - 11.2010
CSR
Motif Limited Philippine Branch
05.2010 - 01.2010
Senior Agent
Motif Limited Philippine Branch
01.2010 - 05.2011
CSR
ICT Services Incorporated
11.2007 - 04.2007
Vocational - A Secondary Technical Course Specializing in Electronics
Don Bosco Technical College
01.1994 - 01.1998
Fraud Analyst
Quantrics Enterprises
3 2023 - 08.2024