Michelle Rosalado
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Global Payment Processing Center INC.
01.2023 - Current
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Installed upgrades or patches to existing software applications in order to improve functionality or address identified issues.
- Conducted product inventories by counting items on hand and notifying supervisors of low stock.
- Investigated discrepancies between physical inventory counts and computerized records.
- Ensured compliance with applicable laws, regulations, standards, policies, and procedures related to the point-of-sale environment.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
Fraud Prevention Analyst
Telus International
09.2021 - 01.2023
- Tracked chargeback activity to identify best practices for determining fraud.
- Utilized advanced analytics tools to monitor transactions in real-time, reducing the incidence of fraud.
- Conducted periodic audits of fraud prevention controls to ensure their effectiveness and compliance with regulatory standards.
- Enhanced fraud detection systems by incorporating machine learning algorithms, improving detection accuracy.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
Customer Service Representative
Teleperformance
08.2019 - 08.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted available products and services to customers during service, account management and order calls.
Education
High School Diploma -
Malaga National High School
Philippines06-2013
Skills
- Software configuration
- POS troubleshooting
- Sales reporting
- Software diagnosis
- Network diagnostics
- Hardware diagnostics
- Network configuration
- Empathy and patience
- Training development aptitude
- Customer RMA management
- Computer proficiency
- Assertiveness
Timeline
Technical Support Representative
Global Payment Processing Center INC.
01.2023 - Current
Fraud Prevention Analyst
Telus International
09.2021 - 01.2023
Customer Service Representative
Teleperformance
08.2019 - 08.2021
High School Diploma -
Malaga National High School