Micko MacClaude Lacson
Dumaguete
Summary
I've strived in this field for over 8 years, being exposed to roles that revolve around this profession, only providing and retaining excellent quality of work, and accomplishing great things throughout my career. Possess a positive attitude, is self-motivated, thrives on achieving high, realistic goals, works well under pressure, and can deal effectively with others. Aiming to use my proven skills to fill this role or go above and beyond in your company.
Overview
9
9
years of professional experience
Work History
Client Support | Product Training Specialist
Bridgestone Americas Tire Operations |SupportNinja
02.2023 - Current
- The most advanced tire sales solution in the industry that enables efficient online and in-store tire selling with real-time pricing and inventory.
- Provided customer support by addressing a wide range of concerns, including software malfunctions, user interface issues, usability errors, and general inquiries, through phone and email communication.
- After a year and a few months, I was assigned to conduct product training for customers. This role involved educating clients on the use of the backend software, the customer-facing widget, and all related functionalities to ensure seamless utilization of the platform.
Tier 1 | Stolen Vehicle Recovery Specialist | Operations Support Specialist
ECE Contact Centers | Spireon Inc.
01.2019 - 02.2023
- Company Overview: North America's largest device-independent telematics company providing visibility and insight from connected vehicles to help businesses run smarter, people drive safer and the world stay connected
- Began as a Tier 1 customer service representative, handling customer concerns ranging from device malfunctions to user interface malfunctions or user usability errors, to possible installation issues via phone or email
- In less than a year, was promoted to become a Stolen Vehicle Recovery Specialist, only catering to people who had subscribed to our service but had unfortunately lost their vehicles
- Assisting them in recovering their vehicles through any means possible, including contacting police departments, initiating dispatches, contacting liaisons assigned to specific states, and so on
- I was offered the position of Operations Support Specialist, which is essentially a Tier 2 position, not long after I became an SVR Specialist
- Effectively resolving Tier 1 escalations that are beyond their control, anticipating and resolving massive potential issues that would affect thousands of devices by spotting a trend, all of which would necessitate collaboration with cellular support personnel and engineers to solve their problems
- North America's largest device-independent telematics company providing visibility and insight from connected vehicles to help businesses run smarter, people drive safer and the world stay connected
Digital Concierge | Subject Matter Expert
CML Mopro Philippines Inc.
01.2017 - 01.2018
- Company Overview: A web developing company who builds dream business websites that are fast, simple and affordable
- Began as a Digital Concierge, catering to our clients' needs, assisting them in visualizing their dream website until finally being able to launch their site within a tight deadline
- Kept the majority of clients happy and satisfied with their websites by being available to them at all times for revisions or site updates
- Promoted to become a Subject Matter Expert after a few months, assisting the team leader with anything that falls under my bucket
- Interacting with VIP clients, client retention, workload management, and assisting the team in meeting client mandated goals and expectations are just a few examples
- A web developing company who builds dream business websites that are fast, simple and affordable
Education
BSIT Associate -
STI College Dumaguete
01.2016
Skills
- Exceptional Communication Abilities
- Keen Attention To Detail
- Unrivaled Critical Thinking Abilities
- Works Under Pressure While Maintaining A Positive Attitude And Emotional State
Languages
English
Filipino
Timeline
Client Support | Product Training Specialist
Bridgestone Americas Tire Operations |SupportNinja
02.2023 - Current
Tier 1 | Stolen Vehicle Recovery Specialist | Operations Support Specialist
ECE Contact Centers | Spireon Inc.
01.2019 - 02.2023
Digital Concierge | Subject Matter Expert
CML Mopro Philippines Inc.
01.2017 - 01.2018
BSIT Associate -
STI College Dumaguete
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