Michelle Louise Ver
General Trias
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Aztex
05.2023 - 10.2025
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Agent
BrightDrop
05.2022 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Customer Service Agent
Powerhouse
12.2019 - 05.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic while maintaining service excellence and professionalism.
- Collaborated with team members to streamline processes, enhancing overall efficiency in service delivery.
- Trained new staff on customer service protocols and best practices, fostering a knowledgeable team environment.
- Implemented feedback mechanisms to improve service quality and customer satisfaction rates.
- Analyzed customer feedback data to identify trends and recommend actionable improvements to management.
- Developed comprehensive knowledge of products/services to provide accurate information to customers.
- Led initiatives focused on enhancing customer experience, resulting in positive client interactions and loyalty.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Cigna One Guide
Concentrix
07.2017 - 12.2019
- Coordinated communication between clients and insurance providers, ensuring timely resolution of inquiries.
- Mentored junior team members on best practices for compliance and regulatory standards in insurance coordination.
- Verified insurance and communicated coverage to staff and patients.
- Managed a high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Filed and tracked insurance claims and communicated claims status to patients.
- Obtained prior authorization and precertification for outpatient procedures.
- Contributed positively to team morale by consistently demonstrating a collaborative attitude and willingness to support colleagues.
- Enhanced customer satisfaction by efficiently handling insurance claims and processing policy updates.
Business English Tutor
Rarejob Philippines
02.2017 - 07.2017
- Assessed student progress through regular evaluations and provided constructive feedback for improvement.
- Taught students study techniques and strategies for succeeding on grammar and composition tests.
- Improved students' written and verbal English skills through personalized learning programs.
- Developed personalized tutoring sessions based on student needs, leading to improved academic performance.
- Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
- Increased student confidence in spoken English through consistent practice and constructive feedback during conversational exercises.
Pharmacy Coordinator
Arriva Medical
03.2016 - 02.2017
- Coordinated with physicians and other healthcare providers to enroll new members and verify health care benefits following HIPAA guidelines.
- Maintained up-to-date knowledge of industry advancements in pharmaceutical diabetic device.
- Effectively prioritized tasks and organized workflow to increase efficiency.
AT&T Associate
Convergys Philippines Inc
03.2014 - 02.2015
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Managed customer inquiries and resolved issues efficiently to enhance satisfaction.
Freelance Writer
Odesk
05.2013 - 02.2014
- Developed engaging content for diverse platforms, enhancing audience engagement and brand voice.
- Researched industry trends to inform writing strategies and maintain relevance in content creation.
- Participated in writing stories for kid's ebook.
- Collaborated with other writers in LuxuryPost.com (site no longer active)
Education
Bachelor of Arts - Multimedia Studies
University of The Philippines
ManilaSkills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Tech Savvy / Tool Oriented
Additional Information
https://docs.google.com/document/d/1wY6Tj7vjmbdcR6hUsIqSnYXiDVRZ5GwmgA9sLI6zQ3g/edit?usp=sharing
https://docs.google.com/spreadsheets/d/17syYVJDdMZ7nyC5nLswFt2tTAjATEe96lm-mqGs06lM/edit?usp=sharing
For further information, feel free to email me.
LANGUAGES
English
Tagalog
Timeline
Customer Service Agent
Aztex
05.2023 - 10.2025
Customer Service Agent
BrightDrop
05.2022 - 05.2023
Customer Service Agent
Powerhouse
12.2019 - 05.2022
Cigna One Guide
Concentrix
07.2017 - 12.2019
Business English Tutor
Rarejob Philippines
02.2017 - 07.2017
Pharmacy Coordinator
Arriva Medical
03.2016 - 02.2017
AT&T Associate
Convergys Philippines Inc
03.2014 - 02.2015
Freelance Writer
Odesk
05.2013 - 02.2014
Bachelor of Arts - Multimedia Studies
University of The Philippines