Michael Angelo Navarro

Michael Angelo Navarro - |-| Mexico, Pampanga Summary Hello, I'm Michael, a professional with 12 years of experience across various industries. Over 8 years in the BPO sector, I held multiple roles that allowed me to develop expertise in customer service, operations management, and process optimization. For the past 7 years, I have excelled as a Quality Analyst, focusing on enhancing service quality, ensuring compliance with standards, and driving operational excellence Experience Origo BPO | Clark Freeport, PH Quality Analyst | 06/2024 - Present Supported Accounts Receivable, Accounts Payable, and Billing Monitored and evaluated customer interactions across various communication channels Ensured compliance with quality standards and processes Provided constructive feedback to agents Documented and reported evaluation results Collaborated with team members and supervisors to improve agent performance Analyzed feedback from training sessions and quality assessments Prepared and presented reports on key performance indicators and improvement opportunities Maintained training materials, manuals, and quality assurance documentation Identified opportunities for continuous improvement in training programs and quality assurance processes Implemented initiatives to enhance team performance and service quality Participated in calibration sessions to align evaluation criteria Collaborated with team members and supervisors to improve agent performance Analyzed feedback from training sessions and quality assessments Prepared and presented reports highlighting key performance indicators and improvement opportunities. VXI Global Holdings | Angeles City, PH Quality Analyst | 01/2021 - 06/2024 Supported Telco accounts, Healthcare Transportation Provider, and Risk assessment and Fraud Analysis Conducted thorough audits and assessments of random or live interactions and processes Analyzed data and performance metrics to identify areas for improvement Developed strategies and implemented measures to enhance quality and efficiency Ensured adherence to quality standards and regulatory requirements Collaborated with cross-functional teams to provide feedback and recommendations Acted as a subject matter expert in quality management methodologies and tools Conducted audits and assessments to identify areas for improvement in quality and efficiency Developed and implemented strategies to enhance quality standards and regulatory requirements VXI Global Holdings | Angeles City, PH Customer Service Representative | 02/2018 - 01/2021 Successfully resolved complex customer issues by utilizing strong problem-solving skills Demonstrated exceptional patience and active listening skills to understand and address customer needs Collaborated effectively with internal teams to ensure timely resolution of customer concerns Strived to exceed customer satisfaction targets by consistently providing high-quality service Adapted quickly to changing situations and demonstrated the ability to think on my feet Documented and tracked customer interactions using CRM systems to ensure accurate and efficient record-keeping Teletech | Mexico, Pampanga Customer Service Representative II | 07/2017 - 02/2018 Managed incoming calls and customer inquiries Identified and assessed customers' needs to achieve satisfaction Built sustainable relationships and trust with customers through open and interactive communication Provided information about products and services, took orders, managed accounts, processed payments, and handled general inquiries Followed communication procedures, guidelines, and policies Ensured customer satisfaction before completing each call or transaction ACER Philippines INC | Angeles City, PH Retail Product Specialist | 08/2015 - 07/2017 Demonstrated expertise in retail products, including features, benefits, and usage Provided detailed product information to customers, addressing inquiries and concerns Assisted customers in product selection, offering tailored recommendations Collaborated with sales and marketing teams to develop effective product positioning strategies Monitored product inventory levels and ensured accurate pricing and labeling Developed training materials and provided product knowledge training to store staff FIG-RPMSC | Angeles City, PH Liaison Staff | 02/2013 - 08/2015 Facilitated communication between various departments, teams, and organizations Coordinated and scheduled meetings, conferences, and events for effective collaboration Acted as a bridge between stakeholders to ensure clear and accurate exchange of information Provided timely updates and reports on project progress to relevant parties Ran errands to office staff and outside establishments for message delivery Managed communication and collaboration between different departments and teams Skills Microsoft office, Microsoft excel, Microsoft word, Account reconciliation, Accounting software, Financial analysis, Accounts payable, Communication skills Education Angeles University Foundation | Angeles City, PH Bachelor of Science in Information Technology | 10/2012 Saint Vincent’s Academy | Apalit Pampanga, PH Secondary Education | 07/2008 San Vicente Central School | Apalit Pampanga, PH Primary Education | 07/2002