Ma. Mikaela V. Ong

About Me Customer service professional with a strong background in email and voice support. Skilled in communication, problem-solving, and multitasking, with experience resolving issues efficiently while delivering accurate and timely resolutions, ensuring high customer satisfaction. --Valenzuela City, Metro Manila Education BTTE - Electronics Technology Valenzuela City Polytechnic College 2018 - 2022 Skills 1. Strong written and verbal communication 2. Accurate documentation and record-keeping 3. CRM and ticketing system MA. MIKAELA ONG Customer Service Representative Experience Apr 2025 - present Agent Keywords Asia Private Limited PH Provides email-based customer support for a game by using CRM tools to manage player inquiries, troubleshoot technical and accountrelated issues, and make necessary account adjustments. Ensures accurate and timely resolutions while tracking time per ticket maintaining high CSAT scores, and complying with established SLAs and KPIs. Feb 2024 – Apr 2025 Process Executive Cognizant Technology Solutions Inc. Responsible for handling customer inquiries and resolving issues via email, inbound/outbound voice calls. Evaluating problems and complaints of the callers, providing proper solutions, responding to the needs of customers. Jun 2022 – Feb 2024 Accounting Staff Anis Trans Service (A.T.S) Corporation 5. Attention to detail and accuracy Review timesheets and timecards for completeness. Compile employee time, production, and payroll data from time sheets and other records. Review time sheets, work charts, wage computation, and other information in order to detect and reconcile payroll discrepancies. Others Reference 1. MS Office (Word, PowerPoint) Reagan Francisco 2. G Suite (Gmail, Docs, Calendar, Drive) Team Lead proficiency 4. Critical thinking 3. Ticketing systems (ServiceNow, Jira) 4. Reporting and analytics tools (Excel, Tableau) Kim Peralta SME 5.Time tracking tools (Cronos) Sherylet Aggarao 6. Communication tools (Slack, Microsoft Finance Manager Teams, Zoom) Cognizant Technology Solutions Inc. - Cognizant Technology Solutions Inc. - Anis Trans Service (A.T.S) Corporation -