Summary
Overview
Work History
Education
Skills
Tools & Platform
Personal Information
Reference/s
Timeline
AssistantManager
Michelle G. Lagamao

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

14
14
years of professional experience

Work History

2nd-Tier/level - Technical Specialist

Rebtel | Flatworld Solution Inc.
08.2022 - 03.2025
  • Diagnosed and resolved technical issues across software, hardware, mobile apps, and VoIP services, ensuring service reliability.
  • Handled escalated support tickets, including fraud-related account suspensions and chargeback investigations.
  • Monitored system health using Datadog; escalated service anomalies to international teams for rapid resolution.
  • Implemented preventative measures to reduce repeat incidents and enhance customer satisfaction.

1st-Tier | CSR (Email/Live Chat Support)

Rebtel | Flatworld Solution, Inc
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 Philippines, Inc.
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)

Imageworld Digital Printing Inc.
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

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
  • Google
  • 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 (Rebtel-Sweden)

Flatworld Solution Philippines


Phone: +639688702661

Email: edison.banglos@icloud.com


Mary Mel Alforque

Supervisor - (Pre-press Department)

ImageWorld Digital Printing, Inc.,


Phone: +639195801814

Email: melancholi33@gmail.com

Timeline

2nd-Tier/level - Technical Specialist

Rebtel | Flatworld Solution Inc.
08.2022 - 03.2025

1st-Tier | CSR (Email/Live Chat Support)

Rebtel | Flatworld Solution, Inc
11.2017 - 07.2022

CSR (Fashion Consultant)

Offsourcing Philippines, Inc.
08.2016 - 06.2017

Photo Editor/Graphic Artist (Hybrid Role)

Imageworld Digital Printing Inc.
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 -

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Michelle G. LagamaoTechnical - Customer Service / Virtual Assistant