Contact-
Michael Garzon
www.linkedin.com/in/michaelgarzon (LinkedIn)
Customer Service Representative at Raccoon Tech International
Pte. Ltd.
Philippines
Top Skills
Summary
Customer Service
Virtual Assistance
Shopify
It's hard to concentrate on delivering quality work when there's an
official to-do list a mile long. It is where I come in. I offer general VA
services to get those tasks that you don't have time to do off your
hands so you can focus more on your core business.
I am very patient, honest, and organize and can get things done with
minimum supervision.
If you're looking for a reliable person who cares about your business
and your customer, then send me a message and let's connect.
Experience
Raccoon Tech International Pte. Ltd.
1 year 8 months
Customer Service Representative
January 2021 - Present (3 months)
Responding to client requests/inquiries via social media and Gorgias including
product purchases, order status, returns/refunds, product information and
general client support issues.
Social Media Content Moderator
August 2019 - Present (1 year 8 months)
Moderates user-generated content for an e-commerce site on both Facebook
and Instagram using Facebook Page Manager, making sure that discussions
are clean, and posts are relevant.
Coordinates cancellation requests to the Customer Service Team and consults
with the Fulfillment Team regarding missing items and any other issues with
fulfillment.
Accessing a shared Google sheet record to determine if an order falls under
the expensive shipping list.
Page 1 of 4
Integrated chat support with existing comment moderation role to handle basic
inquiries like order tracking and any other concerns that would not require
higher support intervention. This effectively improved response time and
reduced the number of tickets filed.
Sends private messages to the customer who posted negative comments
about their experience on the product, diverting their attention away from the
public Facebook thread to avoid impacting the decisions of potential buyers.
Attends weekly team conference call via Zoom.
PriceCharting
Data Entry Specialist
July 2019 - Present (1 year 9 months)
Upwork
Content Specialist
May 2019 - July 2019 (3 months)
Short term project. Moderated content for an adult dating site and made sure
that posts and images uploaded adhere to the pre-determined guidelines.
Remotasks
2 years 4 months
Administrative Support Assistant
April 2018 - May 2019 (1 year 2 months)
Resolved an average of 350 support requests via Zendesk in any given week
and consistently met performance benchmarks in all areas (speed, accuracy,
and volume).
Assigned tasks to Remotasks' BPO agents to ensure project continuity and
monitored BPO channels on Discord and Skype for any reports of an outage,
task shortages, and any issue that would require immediate escalations.
Escalated issues using JIRA to the engineering team and followed up on any
escalated issues, all within a timely manner.
Trained additional Support Admins.
Page 2 of 4
Moderated comments and posts on Discord, Slack, Facebook, and the
Remotasks Help Site as dictated by existing guidelines.
Reviewed published help site materials and recommended revisions to scope,
format, and content.
Investigated task disputes using Fullstory and cross-reference task ID's using
Mode Analytics. Recorded any compensation for valid disputes to a shared
Google Sheets file.
Freelance
February 2017 - April 2018 (1 year 3 months)
Completed projects on LiDAR, 2D box annotation, polygon annotation,
segmentation, content review, and OCR transcription tasks with above 90%
average score.
Collaborated with management to improve the task manual and create better
dispute processes.
Convergys
3 years
Case Mentor - Microsoft Store
April 2015 - September 2016 (1 year 6 months)
Cebu, Central Visayas, Philippines
Real-Time Escalations/Supervisory Calls for Technical/Policy Related calls.
Evaluated opened/closed cases and provided the necessary action plans.
Created daily performance reports.
Customer Care Professional - Microsoft Store
October 2013 - April 2015 (1 year 7 months)
Sold products and services to prospective customers and generated new
revenue from existing customers
Consistently met KPI and received performance awards for sales and handle
time Utilized expert problem-solving skills to resolve issues. Scored in the top
95% for the company's "Did we resolve your problem?" survey question
Education
AMA University
Page 3 of 4
Bachelor of Business Administration - BBA, Management Information Systems,
General ยท (1996 - 2000)
Page 4 of 4
