Michael Y.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Michael R. is an accomplished professional in the field of customer service and real-time analysis. With a Bachelor of Science in Customs Administration from the University of Cebu, Michael has honed his skills as a Customer Service Representative at Concentrix CVG Phil., Inc., providing voice support for financial accounts and resolving issues related to banking, fraud, and credit card services. Recognized for his ability to navigate multiple systems, Michael maintained strict adherence to company policies and financial regulations. His expertise extends to supervising roles, as demonstrated during his tenure at Visayas Truckers Equipment and Quarry Operators Cooperative where he coordinated operations and managed compliance documentation. Currently, as a Chat Support Representative at Cyberstar Technology Inc., he excels in providing non-voice customer support for online gaming platforms, handling customer inquiries, and performing KYC verification. Michael is proficient with CRM systems like Salesforce, and he is skilled in using Microsoft Excel and other productivity tools for effective service delivery.
Experience
Customer Service Representative
Concentrix CVG Phil., Inc. · 2025 — 2026Provided voice support for financial accounts, addressing inquiries related to banking, fraud, disputes, account settings, and credit card services. Communicated clearly and professionally while efficiently resolving customer issues. Handled sensitive customer situations with empathy and patience, used multiple systems to verify information, process requests, and maintain accurate documentation, and adhered to company policies and financial regulations.Chat Support Representative
Cyberstar Technology Inc. · 2026 — PresentProvided non-voice customer support via live chat for users of online casino, sportsbook, and gaming platforms. Assisted customers with inquiries regarding accounts, deposits, withdrawals, promotions, and betting concerns. Conducted Know Your Customer (KYC) verification by reviewing identification documents and validating customer information while maintaining accurate records of interactions and compliance actions.Checker → Office Staff → Supervisor
Visayas Truckers Equipment and Quarry Operators Cooperative · 2015 — 2023Supervised personnel and organized heavy equipment deployment, while managing operational reports and scheduling. Maintained documentation for billing, proposals, and compliance, and facilitated coordination with clients and internal teams to ensure seamless operations.Real-Time Analyst / Team Captain Support
Concentrix CVG Phil., Inc.Monitored service levels and queue performance across various business lines while managing adherence and attendance. Coordinated schedule variances in collaboration with Team Leaders, and produced reports, login trackers, and staffing dashboards to enhance daily operations. Recommended adjustments to staffing based on business needs and acted as the primary contact for system outages while tracking performance metrics and escalating potential risks.
Skills & Expertise
Education
- Bachelor of Science in Customs AdministrationUniversity of Cebu
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