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
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 (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 -