MICHAEL JAY L. APULI
OBJECTIVE
Looking to secure a Customer Service Representative/Assistant position, coming with 6 years of
customer relation and 2 years of managerial experience that will ensure excellent quality service
and promoting friendly relations to the customers, the client and the stakeholders.
SUMMARY OF QUALIFICATIONS
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Over 6 years of experience in customer service in both BPO and restaurant setting
Demonstrated ability to adapt in any changes or transitions in jobs/tasks given
Maintained updated records daily, weekly and monthly revenues and expenses
Motivated team of 30-35 crew to keep a positive, cooperative and harmonious workplace
Acquired the ability to forecast the possible flow of sales on a daily to monthly basis
Worked in a fast-paced and high-volume environment
Ensured that the company policies and standards are strictly followed
Professional communication skills include fluency in English with IELTS band score of 7.0
(Taken in March 2020)
Graduate of BS in Business Administration - Major in Operations and Services Management
Computer skills include: - MS Word, Excel, PowerPoint and Outlook
- Internet, Email and Google apps
- Basic troubleshooting for software and hardware
CORE COMPETENCIES
Customer service | Product & Service Knowledge | Relationship Development | Inventory Control
Client Needs Assessment | Customer Retention and Loyalty | Regulatory and Safety Compliance
Quality Assurance | Communications | Employee and Labor Relations | Budget Management
Staff Training | Scheduling and Timekeeping | Cash Control | Inventory Management | Marketing
Management |Delivery Management
EDUCATION
Bachelor of Science in Business Administration
2012
Bicol University College of Business, Economics and Management
(Equivalent to a 3-years Bachelor of Science in Business Administration degree from a
Canadian university, as determined by World Education Services)
PROFESSIONAL EXPERIENCE
Assistant Restaurant Manager
Verde Foods Inc. Quezon City, Metro Manila, Philippines
o Greenwich Pizza and Pasta / Red Ribbon Bakeshop
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2018 – 2020
Held accountable for smooth start-to-end-day store procedures
Responsible for total safety and security of all the employees and the customers
Supervised the production of the products offered to guests and ensures the best of
its quality by implementing food safety policy
Responsible for placing orders of raw materials or stocks based on the forecast
Received and reconciled incoming stock and reported any discrepancies
Monitored project launching and timelines and ensures all tools are available before
the launch
Visited establishments, schools and government offices within and outside the retails
trade area for bulk order proposals
Lead the team to facilitate positive work environment that focused in quality and
highest level of service
Ensured that sanitation, safety and security policies and procedures are enforced
and followed
Michael Jay Apuli
Customer Service Representative
2015 – 2018
TaskUs Inc. / Lizard Bear Tasking Inc., Taguig City, Metro Manila, Philippines
o Uber UKI – Subject Matter Expert
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Audits agents’ responses to queries, requests and complaints of Uber partner
drivers and riders to ensure we provide the best quality of service
Coaches agents regarding their responses and their growth in the industry
Responsible for cascading updates, new and revised policies and regulations
Ensured that our team always exceed the quota of tickets solved
Focused on providing world-class customer service
Employed strong communication skills to “Train the Trainers”
o Nimble Australia – Customer Service Representative/ Repayments Specialist
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Assessed customers’ loan application
Approves or rejects loan application based on the assessment
Provided clear reasons of rejection to customer and handles complaints about the
decision
Did outbound calls to remind the customers about their upcoming or delayed
payments
Provided options to customers to avoid high penalties due to missed payments
Interacts with the customers thru calls, emails and live chat
Customer Service Representative
Stellar BPO Philippines, Naga City, Camarines Sur, Philippines
o Jetstar Airways – Flights Reservation Specialist
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Answered inquiries about a specific date of flight, price and the inclusions
Walked the passengers through online booking and payment
Investigated and updated the passengers for lost or missing baggage in a timely
manner
Accurately encodes passenger’s personal information for the reservation
Offered hotel and car service for passengers that are travelling for vacation
Did outbound calls to passengers with delayed or disrupted flights and offer
alternative flights or compensation
Provide cheaper flight tickets by beating the competitor’s airfare for the same flight
date, time and route.
Customer Service Representative
Concentrix Philippines, Naga City, Camarines Sur, Philippines
o Sears Canada
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2013 – 2014
Front-of-house (Direct sales representative) responsible for taking the customers’
orders
Processed payments and accurate input of their personal information
Handled complaints, processed cancellation and issued refunds and compensation
Answered online queries thru email and site responses
Back-of-house (Customer Care Specialist) responsible for processing customized
orders/special orders (Customized jewelries, shades, blinds, etc.)
Communicated with Sears stores and pick-up stores regarding deliveries and
inventory
Tracked delayed deliveries and informed the customers about the status
Processed changes in delivery address or pick-up stores
REFERENCES
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2014 – 2015
Available Upon Request
Michael Jay L. Apuli
