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
undefinedTimeline
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
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