Michelle Gevero
Software Technician
Iloilo City
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Sofware Technical Support
OBPO Managed Services
ILOILO CITY (CAPITAL)
09.2021 - Current
- Resolved problems, improved operations and provided exceptional service.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Organized and detail-oriented with a strong work ethic.
- Skilled at working independently and collaboratively in a team environment.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Worked flexible hours across night, weekend and holiday shifts.
Virtual Assistant
AssignedPro
Bangkok
10.2020 - 09.2021
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Conferred with customers by telephone, chat or email to provide information.
- Completed business correspondence, transcription, and data entry.
- Managed CRM input, exports and clean up.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Performed research to collect and record industry data.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Customer Experience Specialist
Agoda
Bangkok
01.2019 - 09.2020
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Investigated customer complaints and escalated issues to address critical requests.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Billing and Collections Specialist
Nearsol Philippines
Iloilo City
08.2017 - 10.2018
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services, and collection strategies.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Senior Customer Service Specialist
iQor
Iloilo City
03.2017 - 07.2017
- Developed and maintained strong relationships with customers to foster repeat business.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Product Trainer
Transcom
Iloilo City
06.2013 - 02.2014
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Monitored participant workflow and behaviors throughout training process.
- Recorded and edited videos to facilitate remote learning.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Analyzed team performance and identified opportunities for additional training.
- Supported productivity increase and business growth through new hire training and mentoring.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Tracked attendance and evaluated progress for assigned trainees.
- Prepared and presented supplementary learning material to support structured lessons.
Technical Support Specialist
Transcom
Iloilo City
07.2012 - 06.2013
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented support interactions for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved 98% technical support inquiries per day.
Sales Support Specialist
Hinduja Global Solutions
Iloilo City
09.2011 - 07.2012
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Documented customer complaints and completed corrective action requests.
- Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Assisted customers with sales needs such as inventory and shipping questions.
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Technical Support Representative
Convergys
Bacolod City
11.2010 - 05.2011
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Responded to customer inquiries and provided technical assistance over phone.
Customer Service Representative
Teletech
Iloilo City
09.2008 - 09.2010
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Bachelor of Science - Medical And Laboratory Science
Central Philippine University
Jaro, Iloilo City 06.2005 - 03.2007
Bachelor of Science - Nursing
Central Philippine University
Jaro, Iloilo City 06.2003 - 03.2005
Skills
Remote Technical Support
Technical application support
Previous technical support experience
POS systems expert
Complaint resolution
Creative problem solving
Training development aptitude
CRM
Administrative support
Professional telephone demeanor
Staff education and training
Business consultant
Aldelo Software expert
Materials Preparation
Payment collection
Online instruction
Group and individual instruction
Remote Learning
Classroom expertise
Data organization
Employee training
Timeline
Sofware Technical Support
OBPO Managed Services
09.2021 - Current
Virtual Assistant
AssignedPro
10.2020 - 09.2021
Customer Experience Specialist
Agoda
01.2019 - 09.2020
Billing and Collections Specialist
Nearsol Philippines
08.2017 - 10.2018
Senior Customer Service Specialist
iQor
03.2017 - 07.2017
Product Trainer
Transcom
06.2013 - 02.2014
Technical Support Specialist
Transcom
07.2012 - 06.2013
Sales Support Specialist
Hinduja Global Solutions
09.2011 - 07.2012
Technical Support Representative
Convergys
11.2010 - 05.2011
Customer Service Representative
Teletech
09.2008 - 09.2010
Bachelor of Science - Medical And Laboratory Science
Central Philippine University
06.2005 - 03.2007
Bachelor of Science - Nursing
Central Philippine University
06.2003 - 03.2005