Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Apa-ap

Freelance
Cebu City, Province Of Cebu

Summary

Proven in enhancing customer satisfaction and retention at Sprint through expert complaint handling and exceptional service. Skilled in Microsoft Office and adept at fostering client relationships, my background showcases a commitment to resolving complex issues, promoting teamwork, and driving continuous improvement in support services. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience

Work History

Freelance Customer Support

Via Upwork
05.2016 - Current
  • Troubleshot and resolved customer complaints and issues.
  • Achieved high levels of customer retention by consistently delivering outstanding support experiences.
  • Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.

BPO Customer Support

Sprint
08.2014 - 04.2015
  • Troubleshot and resolved customer complaints and issues.
  • Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
  • Achieved high levels of customer retention by consistently delivering outstanding support experiences.
  • Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.

Fast Food Chain Crew

Mcdonals
05.2011 - 12.2014
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Worked well with teammates and accepted coaching from management team.
  • Promoted positive work environment through effective communication and teamwork among staff members.
  • Improved customer satisfaction by providing friendly and efficient service at the register.

Education

Associate of Computer And Technology - Computer Programming

Asian College of Technology
Cebu City, Province Of Cebu, Philippines
04.2001 -

Skills

Complaint Handling

Reporting and analysis

Customer Relations

Client Relationship Building

Social Media Monitoring

Customer Service

Microsoft Office

Support Services

Self Motivation

Time management abilities

Problem-solving aptitude

Multitasking

Adaptability and Flexibility

Quality Assurance

Handling Complaints

Teamwork and Collaboration

Data Entry

Problem-Solving

Attention to Detail

Administrative Management

Schedule Coordination

Timeline

Freelance Customer Support

Via Upwork
05.2016 - Current

BPO Customer Support

Sprint
08.2014 - 04.2015

Fast Food Chain Crew

Mcdonals
05.2011 - 12.2014

Associate of Computer And Technology - Computer Programming

Asian College of Technology
04.2001 -
Michelle Apa-apFreelance