Michelle A.
Junior Technical Support Representative
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About
Michelle A. is an experienced Customer Service / Technical Support Representative with a background in the BPO industry, specifically at CTC BPO in Cebu City. She excels in managing complex Wi-Fi and network-related concerns, offering adept technical troubleshooting, and resolving issues through modem/router configuration. She is proficient in providing billing support and maintaining a high first-call resolution rate, all while adhering to company processes and contributing to team performance goals. Her role at CTC BPO also included CRM system usage for documenting interactions and ensuring compliance. Previously, Michelle served as a Student Assistant at Maslog Elementary School, balancing administrative duties with academic responsibilities. With a foundation in the Humanities and Social Sciences from Maslog National High School and current studies in Business Administration at Cebu Technological University, Michelle demonstrates strong skills in CRM systems, communication, and organizational tasks.
Experience
Student Assistant
Maslog Elementary School · 2025 — 2026Supported the lead teacher with various administrative and academic tasks. Organized documents and materials while providing routine office assistance. Balanced assigned responsibilities with academic commitments effectively.Customer Service / Technical Support Representative
CTC BPO · 2023 — 2025Addressed intricate Wi-Fi, connectivity, and network issues. Delivered precise billing and payment assistance while achieving a high first-call resolution rate. Diagnosed internet problems, guided customers through detailed technical solutions, recorded cases in CRM systems, and ensured adherence to company protocols. Regularly met productivity and customer satisfaction targets while handling high call volumes in a fast-paced setting. Expertly troubleshot Wi-Fi and broadband connectivity issues, including network infrastructure challenges, using modem/router configurations and other technical solutions. Leveraged CRM and ticketing systems to accurately log interactions, monitor cases, and maintain compliance with internal policies. Contributed to team effectiveness by sharing best practices, assisting with complicated issues, and supporting team performance objectives.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Financial ManagementCEBU TECHNOLOGICAL UNIVERSITY · 2024 — 2026
- Senior High School – Humanities and Social SciencesMASLOG NATIONAL HIGH SCHOOL · 2014 — 2021
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