Michelle G. Lagamao
Technical - Customer Service / Virtual Assistant
Davao City
Summary
Accomplished administrative professional with over nine (9) years of experience in Business Process Outsourcing and four (4) years specializing in Photo Enhancement and Graphic Design. Demonstrated expertise in team leadership, process optimization, and delivering high-quality solutions. Seeking to contribute strong management skills and industry experience to a rapidly growing company.
Overview
15
15
years of professional experience
Work History
GDPR Compliance Officer
Flatworld Solutions
Davao city, Philippines
10.2025 - 09.2026
- Managed GDPR deletion and data access/SAR requests.
- Verified customer identity before processing GDPR requests.
- Reviewed account, payment, and customer information for verification.
- Investigated customer records across approved internal systems.
- Prepared requested customer data for secure delivery.
- Tracked GDPR requests, verification status, and deletion status.
- Maintained the GDPR tracker and accurate case documentation.
- Coordinated complex GDPR cases with internal teams.
- Maintained confidential handling of customer information.
Operations Specialist
Flatworld Solutions
Davao City, Philippines
10.2025 - 04.2026
- Monitored daily service and system performance.
- Investigated payment, fraud, risk, and service-related issues.
- Managed operational escalations and follow-ups.
- Monitored incidents using Datadog and Jira.
- Coordinated with internal teams and external providers.
- Prepared daily monitoring and operational reports.
- Identified service trends and recurring operational issues.
- Monitored ACD, ASR, traffic, and provider/destination performance.
- Investigated unusual spikes and service abnormalities.
- Gathered data to support operational investigations.
2nd-Tier / Level Technical Specialist
Flatworld Solutions
DAVAO CITY, PHILIPPINES
02.2022 - 10.2025
- Resolved complex technical and account issues beyond 1st Line capabilities.
- Handled escalated customer support cases.
- Investigated complex account, calling, app, payment, and service issues.
- Took ownership of escalated cases through investigation and resolution.
- Provided technical guidance to 1st Line agents.
- Reviewed escalations to ensure the appropriate information and troubleshooting were completed.
- Monitored service health using Datadog.
- Monitored service alerts and system abnormalities.
- Performed daily QoS monitoring.
1st-Tier Customer Service Representative
Flatworld Solutions
DAVAO CITY, PHILIPPINES
11.2017 - 07.2022
- Responded to customer complaints and resolved issues with a focus on satisfaction and retention.
- Maintained regular communication via email and chat to understand and address client needs.
- Delivered timely technical support for login, connectivity, and functionality issues, ensuring a seamless user experience.
- Prioritized clear communication and efficient resolutions to drive customer satisfaction.
- Escalated unresolved cases to Tier 2 support with thorough documentation for swift follow-up.
CSR (Fashion Consultant)
Offsourcing
DAVAO CITY, PHILIPPINES
08.2016 - 06.2017
- Served as first point of contact, delivering personalized service and style advice via phone, email, and chat.
- Assisted customers with product details, sizing, availability, orders, shipping, and returns.
- Tracked interactions and feedback accurately using CRM and ticketing systems.
- Stayed informed on fashion trends, brand campaigns, and product lines to enhance customer experience.
- Identified opportunities to upsell and cross-sell products through a consultative approach, aligning solutions with customer needs.
Photo Editor/Graphic Artist (Hybrid Role)
Imageworldllc
DAVAO CITY, PHILIPPINES
09.2011 - 07.2015
- Edit, retouch, and enhance photos to meet print-quality standards, including color correction, cropping, sharpening, and background removal.
- Prepare images according to the technical specifications of different print formats (CMYK conversion, bleed, resolution, etc.).
- Perform quality control checks on images prior to final production to prevent print errors.
- Design and layout print-ready graphics for brochures, flyers, packaging, posters, signage, and other materials.
- Understanding of typography, layout principles, color management, and design for different materials (paper, vinyl, fabric, etc.).
Education
AMG-Skilled Hands Technological College - Information Technology
AMG-Skilled Hands Technological College
San Ildefonso, Province Of Bulacan, Philippines 01.2007 - 01.2010
Master of Science - Information And Communication Technology
STI College - Under-graduate
Santa Mesa, Metro Manila, Philippines 04.2001 -
Skills
Typing Skills (50-60wpm with 90-95 Accuracy)
Photo Editing and Graphic design
Video Editing Skills (Adobe Premiere CS3, Filmora, and Wondershare Photostory)
Computer Literacy - Microsoft Office
Zendesk Ticket Management & Macro Creation
Monitoring & Service Reporting
Data Entry & Record-Keeping
Detailed Oriented Person
Customer Support &Technical Support
Administrative Support
Tools & Platform
- Adobe Photoshop
- Adobe In-design
- Adobe Illustrator
- Canva
- Zendesk
- Zoho Mail
- Dialpad VICIdial
- Rackspace Webmail
- Infobip | Braze
- Trustpilot
- Starred
- In-App Reviews (Google Playstore, Appstore)
- Jira / Asana
- Hydra | HydraProd v3
- Slack
- Workspace
- Microsoft office
- Adyen (payment lookup)
Personal Information
Date of Birth: 03/08/91
Place of Birth: Davao City
Nickname: Chai
Reference/s
- Edison Banglos
Operations Service Specialist – Flatworld Solutions
📞 +63 968 870 2661
📧 edison.banglos@icloud.com - Mary Mel Alforque
Supervisor, Pre-press Department – ImageWorld Digital Printing, Inc.
📞 +63 919 580 1814
📧 melancholi33@gmail.com
Timeline
GDPR Compliance Officer
Flatworld Solutions
10.2025 - 09.2026
Operations Specialist
Flatworld Solutions
10.2025 - 04.2026
2nd-Tier / Level Technical Specialist
Flatworld Solutions
02.2022 - 10.2025
1st-Tier Customer Service Representative
Flatworld Solutions
11.2017 - 07.2022
CSR (Fashion Consultant)
Offsourcing
08.2016 - 06.2017
Photo Editor/Graphic Artist (Hybrid Role)
Imageworldllc
09.2011 - 07.2015
AMG-Skilled Hands Technological College - Information Technology
AMG-Skilled Hands Technological College
01.2007 - 01.2010
Master of Science - Information And Communication Technology
STI College - Under-graduate
04.2001 -