Michael B.
Mid-Level BPO Operations Supervisor
Open to offersNew to PlatformAbout
Michael Brian M. is an experienced professional in the BPO industry, with a strong background supporting major technology and telecommunications clients. He has held roles ranging from Technical Support Representative at Teleperformance and Access World Wide, addressing cable, internet, and billing issues, to escalating support for Google Wallet and Google Drive at Concentrix Corporation. Progressing to Subject Matter Expert and Supervisor, Michael Brian M. managed team development, conducted performance management using root cause analysis, and upheld service level agreements for global teams in the tech sector. Most recently, he worked at Cognizant Philippines in the retirement insurance domain, assisting clients with 401K/403B queries. His expertise is further supported by completion of Lean Six Sigma Yellow Belt training and targeted leadership courses.
Experience
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Cognizant Philippines · 2025 — 2026Assisted participants with inquiries regarding their 401K/403B plans, including questions on withdrawals, loans, deferrals, and investments.Supervisor
Concentrix Corporation · 2020 — 2025Developed team performance through weekly meetings, individual coaching sessions, and knowledge transfer initiatives while ensuring adherence to service agreements.Subject Matter Expert
Concentrix Corporation · 2019 — 2021Served as a product expert, offering detailed support to the team, managing escalated issues, and participating in SME syncs to ensure product alignment.CSR
Concentrix Corporation · 2018 — 2019Provided technical support for Google Drive services through phone, chat, and email, addressing issues such as storage, file sharing, and recovery.CSR/Support
Concentrix Corporation · 2017 — 2018Handled complex inquiries regarding Google Wallet, including supervisor calls, chats, and emails for customers using vendors with Google Wallet integration.CSR
Concentrix Corporation · 2016 — 2017Delivered phone support to US and UK customers addressing issues related to Google Wallet and Google Pay subscriptions and services.TSR
TeleperformanceActivated and troubleshot customer Cable and Internet services in response to issues and interruptions.Customer/Sales Service Representative (Billing and Sales)
Access World WideProvided support regarding monthly billing inquiries and engaged in upselling to enhance customer service usage.
Skills & Expertise
Education
- BS in Hotel and Restaurant ManagementMariners’ Polytechnic Colleges Foundation · — — 2015
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