Open To Work
MICHELLE ANN CABAÑOG
Tech Mahindra
Quezon City
Work Preference
Desired Job Title
Trainer - BPSTier 1 Associate Technical SupportQuality AnalystConsumer Escalations Specialist (CSR II)Customer Care Representative I
1
Certification
9
years of professional experience
Certified tech support and technician call handling trainer with proven expertise in operational efficiency at Tech Mahindra through mastery in class facilitation and process analysis.
Work History
Trainer - BPS
1 Year 2 Months- Demonstrated deep content mastery and familiarity with workflows in main platforms like Citrix, InContact, Salesforce and Knowledge Base Articles by translating complex jargon, APIs, or database concepts into plain, accessible English.
- Tailored training styles face-to-face and virtually to accommodate diverse learning speeds and technical backround by teaching root-cause analysis rather than just focusing on quick temporary fixes.
- Designed fun, colorful and technical training google sheet spiels, step-by-step user guides, work-friendly trackers for more manageable and smooth call management of our Tier 1 Supports.
- Engaged remote teams like Mexico Tier 1 Supports by effectively using tools like Google Meet, Google Sheets, Slack for communications and facilitate batch virtual-led training sessions and courses.
Tier 1 Associate Technical Support
2 Months- Achieved high customer satisfaction by effectively troubleshooting software and hardware issues of our business owners, administrators, and drivers whenever needed.
- Educated fleet managers in selecting appropriate subscriptions, tracking solutions, and Integrated Video needs that would tailor-fit to their fleet management needs operational use.
- Used efficient strategies to maintain reliable resolved cases, and transfer rate percentages that would be benificial both to customers and targeting KPI expectations following the client's standard and legal requirements.
- Worked flexible hours of doing inbound and outbound calls with excellent performance scores while shadowing training sessions during my acting role as associate trainer at the same time.
Quality Analyst
8 Months- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Led quality assurance efforts, maintaining excellent services
Consumer Escalations Specialist (CSR II)
2 Years 11 Months- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, showing commitment to exceptional service.
- Managed difficult customers with empathy by defusing tensions and finding mutually agreeable solutions.
- Reduced customer complaints by resolving issues through effective communication and problem-solving skills.
- Optimized customer experience by delivering superior online services and effective troubleshoot.
Customer Care Representative I
2 Years 10 Months- Helped one of the huge Finance Servicing in the US specific with Auto Loans and Leases.
- Provided detailed information about beneficial products and services to the existing and new customers.
- Educated customers about smart financing options to meet their needs.
- Identified customer issues with real-time resolutions.
Customer Solutions Agent (Collector)
8 Months- Built rapport with customers by delivering friendly yet professional service during every collection interaction.
- Utilized CRM tools effectively to track past due accounts, turned voice calls to a confirmed payment while maintaining accurate records of all collections.
- Escalated customer issues to the appropriate department for further action.
- Retained customers within group through offering alternative options to overcome behind payments.
Education
High School Diploma
- Degree Awarded with First Honor
- Class President, I-Sampaguita, PNHS, Oslob, Cebu
- Class President, IV-Aquino, GNHS, Ginatilan, Cebu
- GPA: 85.86%
Skills
Process analysis
Teamwork performer
Excellent written english
Effective verbal english communication
Adaptability
Certification
- Tier 1 Reveal Technician Call Trainer Certification - January 11, 2026
- Tier 1 Reveal Care Trainer Cerfication - September 30, 2025
- Certified Quality Apprentice Certificate - January 1, 2024
- CST (Escalations) Training Certificate - May 2, 2021
- Customer Care Certificate - September 2018
- Collections Training Certificate - October 2017
- TESDA - Contact Center Services NC II - May 2015
LANGUAGES
English
Upper intermediate (B2)
References
- Divine Grace Togado, Quality Lead, divinegraceisiptogado@gmail.com, +639154289721, Tech Mahindra
- Marilou Manankil, Training Lead marilou.manankil@techmahindra.com, +639951921397, Tech Mahindra
Accomplishments
Bravo Award Recognition - Tech Mahindra
Issued by: Chief People Officer
Date: August 8, 2025
Timeline
Trainer - BPS
Tech Mahindra
05.2025 - 07.2026Read More
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05.2024 - 01.2025Read More
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05.2021 - 04.2024Read More
Customer Care Representative I
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05.2018 - 03.2021Read More
Customer Solutions Agent (Collector)
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09.2017 - 05.2018Read More
Guiwanon, National, High School
High School Diploma
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