Michelle M.
Junior Customer Service Representative
Open to offersNew to PlatformAbout
Michelle M. is an accomplished Customer Service Representative based in Taguig City, Philippines, with a certificate in Electronics and Computer Technology from Mary Help of Christian School Cebu Phils. She has excelled in augmenting customer satisfaction across a spectrum of industries, evidenced by her achievements as a Top SG Inbound Performer and Top NPS Performer, within the financial and telecommunications sectors. At Open Access BPO, she managed customer inquiries related to transfer statuses and compliance issues for the Wise (Financial Business Account), delivering efficient service and maintaining high compliance standards. Previously with Concentrix Philippines, she drove sales recontracting for Globe Post Paid's business customers, achieving a 95% retention rate and increasing sales opportunities by 20%. Michelle further enhanced customer service at Smart Communications, achieving a 95% success rate in troubleshooting technical issues. Her key skills include communication, problem-solving, attention to detail, and billing assistance, contributing to her reputation as a dedicated service professional.
Experience
Customer Service Representative
Wise (Financial Business Account) | Open Access BPO · 2023 — 2026Provided assistance to customers regarding transfer status, refunds, and batch payment inquiries, ensuring smooth transaction processes. Conducted due diligence checks to verify suspended accounts while adhering to AML, Sanctions, and fraud prevention standards. Guided customers in resolving account access issues such as password resets and 2 Factor Authentication, successfully addressing approximately 80% of issues during initial contact. Assisted in setting up Wise multi-currency cards and business accounts to improve customer financial management.Sales Recontracting Representative
Globe Post Paid | Concentrix Philippines · 2019 — 2023Supported business customers in the renewal of mobile plans, contributing to a retention rate exceeding 95% through high-quality service. Advised customers on calculating payoff and termination fees, simplifying the overall process. Handled billing inquiries and disputes, achieving a resolution satisfaction rate of 90%. Actively promoted pre-order phones and special promotional plans, contributing to increased sales opportunities by roughly 20%. Maintained precise documentation of customer interactions and transactions for quality assurance purposes.Service Desk Representative
Smart Communications Inc. | CuroTeknika · 2018 — 2018Assisted customers with troubleshooting issues related to internet and voice services, realizing a resolution success rate of 95%. Performed detailed diagnostics for mobile phone internet connectivity, messaging, voice, and roaming services to enhance the overall customer experience. Recorded all customer interactions and follow-up actions to strengthen the delivery of services.
Skills & Expertise
Education
- Certificate in Electronics and Computer TechnologyMary Help of Christian School Cebu Phils. · 2004 — Present
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