Michael A.
Administrative Assistant / Virtual Assistant / Video Editor / Content Creator / Research / Workforce Analyst / Reporting and Data Analyst
Open to offersNew to PlatformAbout
Michael Angelo P. Alegre is a results-driven professional with over 10 years of experience in the Business Process Outsourcing (BPO) industry, bringing a strong background in workforce management, customer service, technical support, and administrative operations. Currently serving as a Workforce Analyst, he specializes in real-time monitoring, scheduling, reporting, forecasting, and data analysis to support operational efficiency and business performance. Throughout his career, Michael has successfully managed customer interactions across phone, email, and chat channels, provided technical support for hardware, software, internet, and network-related concerns, and served as a Subject Matter Expert supporting training initiatives and process improvements. He also has experience conducting online and in-store product research, verifying product availability, and coordinating bulk orders for schools, businesses, and sports teams. With advanced proficiency in Microsoft Office, Google Workspace, Power BI, and other business applications, Michael is highly skilled in data management, reporting, and administrative support. His educational background in Information Technology from St. John Bosco Institute of Arts and Sciences further strengthens his technical expertise and problem-solving abilities. As he transitions into a Virtual Assistant role, Michael brings a unique combination of analytical thinking, organizational excellence, customer-focused service, and adaptability, making him a valuable asset to businesses seeking reliable and results-oriented remote support.
Why hire me
Employers should hire me because I bring over 10 years of professional experience in customer service, technical support, workforce management, and administrative operations. I have a proven track record of analyzing data, improving processes, managing schedules, and delivering exceptional customer support in fast-paced environments. My experience conducting research, handling bulk orders for schools, businesses, and sports teams, and working with tools such as Microsoft Office, Google Workspace, and Power BI allows me to quickly adapt to new tasks and contribute from day one. I am dependable, detail-oriented, tech-savvy, and committed to producing accurate, high-quality work while helping businesses achieve their goals efficiently.
Experience
CSR and Workforce Analyst
Hinduja Global Solutions · 2015 — 2026Managed inbound and outbound customer interactions through phone, email, and chat, addressing inquiries related to products, services, billing, and account information. Ensured high customer satisfaction levels by delivering timely support and accurately documenting interactions in CRM systems. As a Workforce Analyst, monitored real-time performance metrics, tracked agent adherence, and attendance, while analyzing workforce data to generate performance reports. Coordinated staffing requirements through schedule adjustments and collaborated with operations for effective workforce solutions.CSR, TSR, Subject Matter Expert
Sitel Philippines · 2012 — 2015Handled inbound and outbound customer interactions via phone, email, and chat, resolving inquiries regarding products and services, closing sales, and maintaining high customer satisfaction. Conducted online and in-store product research to verify availability, pricing, and specifications. Worked with schools, businesses, and sports teams to coordinate and process bulk orders, ensuring accurate order fulfillment and timely delivery. Provided technical support for hardware, software, internet, and network issues as a Technical Support Representative, documenting issues and resolutions in ticketing systems. As a Subject Matter Expert, guided representatives on product knowledge, assisted in resolving escalated concerns, supported training programs, and identified opportunities for
Skills & Expertise
Education
- Information TechnologySt. John Bosco Institute of Arts and Sciences · 2008 — 2010
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