Michael M.
Mid-Level Customer Support Representative
Open to offersNew to PlatformAbout
Michael M. is an experienced Customer Service Representative and QA Evaluator with a background in the customer support and restaurant management industries. At Concentrix Inc., he conducted weekly quality audits, facilitated coaching and QA huddles, prepared business review decks, and performed Root Cause Analysis (RCA) to improve processes. His role focused on addressing customer concerns, maintaining service quality, and providing knowledge-based solutions. Previously, as a Junior Assistant Restaurant Manager at Scottland Inc., Michael managed daily operations, staff scheduling, and compliance, ensuring high standards in the food service sector. He holds a Bachelor of Science in Civil Engineering from Eulogio “Amang” Rodriguez Institute of Science and Technology (EARIST), combining technical knowledge with hands-on expertise in performance reporting and team analysis.
Experience
QA EVALUATOR
Concentrix Inc. · 2022 — 2024Conducted weekly quality audits by reviewing a minimum of two tickets per agent to ensure adherence to client and company standards. Additionally, created weekly performance analysis reports to monitor agent productivity while identifying areas for improvement. Facilitated QA huddles aimed at coaching, providing feedback, and sharing performance updates with agents. Executed Root Cause Analysis (RCA) to pinpoint recurring issues and suggested process enhancements. Developed and presented Weekly Business Review decks for management and stakeholders, ensuring consistent service quality across the team.CUSTOMER SERVICE REPRESENTATIVE
Concentrix Inc. · 2015 — 2022Assisted restaurant partners with service-related inquiries and technical issues. Provided accurate resolutions by utilizing the company’s knowledge base and established support processes. Ensured timely and professional customer support while meeting service level expectations. Escalated complex issues to the appropriate teams, maintaining thorough documentation throughout.JUNIOR ASSISTANT RESTAURANT MANAGER
Scottland Inc.Oversaw daily operations of the store to maintain a smooth workflow and enhance customer satisfaction. Managed staff schedules to ensure effective manpower allocation. Prepared daily operational reports and updates for review by management. Aided in monitoring employee performance and upheld service quality standards while supporting leadership in implementing company policies and ensuring store compliance.
Skills & Expertise
Education
- Bachelor of Science in Civil EngineeringEulogio “Amang” Rodriguez Institute of Science and Technology (EARIST)
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