Maiko Magdangal | Freelancer Resume

📍 MAIKO GRIJALLBO MAGDANGAL #04 Maya St., Prk. Paghidaet, Brgy. Mansilingan, Bacolod City OBJECTIVE Motivated and customer-oriented professional seeking a position where I can utilize my extensive background in customer service, operations, and team leadership. I aim to contribute to company goals by delivering quality service, improving processes, and fostering teamwork. EDUCATIONAL BACKGROUND La Consolacion College Bacolod Bachelor of Science in Business Administration, Major in Marketing Management 2006 – 2011 Mansilingan Agro-Industrial High School 2002 – 2006 A.L. Jayme Elementary School 2001 – 2002 PROFESSIONAL EXPERIENCE Team Lead / Coach Focus Direct Inc. — November 2023 – October 2025 ● Supervised and coached a team of customer service agents to achieve performance targets. ● Conducted quality evaluations, coaching sessions, and feedback meetings. ● Handled escalated concerns and implemented strategies for service improvement. Operations Manager Focus Direct Inc. — May 2023 – November 2023 ● Managed operational workflows and ensured adherence to company standards. ● Oversaw staffing, scheduling, and employee performance. ● Coordinated with management to drive efficiency and client satisfaction. Team Lead / Coach Focus Direct Inc. — April 2023 – May 2023 ● Guided front-line agents to maintain service excellence. ● Monitored key performance metrics and implemented corrective actions. ● Organized training and development sessions to enhance team capabilities. Customer Service Representative Focus Direct Inc. — March 2020 – March 2023 ● Delivered high-quality support via phone, chat, and email. ● Handled billing, account inquiries, and service requests efficiently. ● Maintained detailed and accurate records in the CRM system. Loan Officer ARB Call Facilities — November 2019 – January 2020 ● Processed and verified client loan applications. ● Provided customers with accurate financial information and repayment options. ● Ensured compliance with internal policies and regulatory standards. Customer Service Representative Ubiquity Global Services — June 2019 – August 2019 ● Managed inbound customer inquiries and support requests. ● Resolved billing and service-related issues with professionalism. ● Achieved high customer satisfaction and efficiency scores. Technical Support Representative Concentrix / Convergys — September 2018 – March 2019 ● Assisted customers in troubleshooting technical and connectivity issues. ● Documented and escalated complex cases for further resolution. ● Ensured first-contact resolution and adherence to process guidelines. Customer Support Representative IQOR Philippines — November 2017 – January 2018 ● Responded to customer calls and account concerns effectively. ● Processed transactions and updated customer profiles accurately. ● Consistently met performance and quality assurance goals. Customer Service Representative Transcom Worldwide Inc. — October 2015 – August 2017 ● Provided multi-channel customer support and issue resolution. ● Handled billing, service upgrades, and account inquiries. ● Recognized for maintaining excellent service and attendance records. Customer Service Representative Teleperformance Bacolod — October 2013 – March 2015 ● Delivered professional customer service and handled client orders. ● Resolved complaints efficiently while maintaining call quality standards. ● Supported team efforts to meet daily and monthly performance goals. Trade Marketing Specialist MCR Bles Foods Trading Co. — March 2013 – September 2013 ● Implemented marketing campaigns and sales promotions. ● Coordinated with distributors and maintained product visibility in stores. ● Collected and analyzed market data to support sales growth. PERSONAL INFORMATION Age: 36 years old Birthdate: March 13, 1989 Sex: Female Civil Status: Single Citizenship: Filipino Religion: Roman Catholic Languages: English, Filipino, Hiligaynon CORE SKILLS ● ● ● ● ● ● ● Customer Service & Client Relations Team Leadership & Coaching Operations & Performance Management Process Improvement Communication & Problem Solving Multichannel Support (Phone, Chat, Email) Quality Assurance & Reporting