Michael Angelo Gonzales

 MICHAEL ANGELO YAP GONZALES Regina Compound Bajada, Davao City Contact No:- Email:-Skype ID:- PERSONAL DATA CIVIL STATUS: MarriedHEIGHT: 5’6 NATIONALITY: Filipino B-DAY: May 18, 1989 WEIGHT: 190 lbs RELIGION: Catholic EDUCATIONAL ATTAINMENT ELEMENTARY:Teodoro Palma Gil Elementary School,- HIGH SCHOOL:Dona Carmen National High School,- COLLEGE:University Of Mindanao,- COURSE:Business Administration Major in Marketing ACHIEVEMENTS AT&T ConnecTech Hybrid Top Performer May 2014-February 2015 AT&T ConnecTech-Technical Support Top Performer April 2015-April 2017 AT&T ConnecTech Executive Appeals Top Supervisor May 2017-January 2018 WORK EXPERIENCE March 2014-February 2015 I worked as a Sales / Customer Service Representative at Sutherland Global Services. It’s my first job in Call center industry and has taught me a great deal about dealing with customers. I have developed strong problem-solving skills, honed my ability to manage conflict and deal with demanding individuals and polished my communication skills. I am keen to utilize my passion for excellent customer service in providing the best possible experience to customers. February 2015-April 2017 I was a Sales / Technical Support Representative at Sutherland Global Services. It’s a 24/7 remote technical support in AT&T ConnecTech where we fix most computer software related issues for Windows and Mac operating systems. Tasks can include installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems over the phone and perform troubleshooting remotely. May 2017-January 2018 I was promoted as a Supervisor at Sutherland Global Services and the following were my responsibilities: Preparing call center representatives to respond to customer questions and complaints Ensuring agents understand and comply with all call center objectives, performance standards, and policies Identifying operational issues and suggesting possible improvements Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary Preparing reports and analyzing data to assist management as they determine call center goals Working with other supervisors and management team members to support agents and maximize customer satisfaction REFERENCES 1 Dennith Jo Reasonable Team Manager-Sutherland Global Services 2 Mark John Tempo Team Manager- Sutherland Global Services 3 Kimbb Rose Saberon Account Manager- Sutherland Global Services