Michael Jay S. Tapia
Phase 1 Block 5 Lot 39 Deca Homes Tungkil, Minglanilla Cebu--
EXPERIENCE HIGHLIGHTS
24-7 Intouch (Reports Analyst) – 1 year and 8 months
• Continuously assessed current reporting techniques and developed improvements to boost
accuracy.
• Enhanced data integrity by applying meticulous attention to detail when reviewing and
analyzing data maintenance processes.
• Prepared documentation for business analysts and updated client data.
• Processed daily time review for the program.
• Improved existing reporting by researching data sources, compiling data and designing output.
Telstra International Philippines (Complaints Manager, Sales Representative) – 1 year and 4 months
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Met with existing customers and prospects to discuss business needs and
recommend optimal solutions.
Developed and delivered engaging sales presentations to convey product
benefits.
Created professional sales presentations and seminars to effectively
demonstrate product features and competitive advantages.
Boosted brand awareness, implemented promotional campaigns and
employed sales tactics as part of territory development.
Teletech (Customer Service, Subject Matter Expert) – 3 years and 5 months
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Maintained customer satisfaction with forward-thinking strategies focused on
addressing customer needs and resolving concerns.
Designed and prepared technical reports, studies and related
documentation.
Provided primary customer support to internal and external customers.
Supported enterprise and business goals by introducing new product and
service offerings.
Clarified customer issues and determined root cause of problems to resolve
product or service complaints.
Responded to customer requests for products, services and company
information.
Qualfon Phillipines Inc (Customer Service Representative, Technical Support) 1 year
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Maintained customer satisfaction with forward-thinking strategies focused on
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addressing customer needs and resolving concerns.
Resolved diverse range of technical issues across multiple systems and
applications for customers and end-users across various time zones.
Provided Tier 1 IT support to non-technical internal users through desk side
support services.
EDUCATIONAL ATTAINMENT
• No Degree: Computer Engineering
Cebu Institute of Technology University 2010
Softwares/Tools
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Microsoft Office
Microsoft Excel
Office 365
Slack
Google Drive
Sales Force
Siebel
Google Sheets
Competencies
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Concise time management
Creative problem solving
Continuous Improvement
Data analysis
Database Management
Report preparation
Complaint resolution
Order fulfillment
Stock management
Strategic sales knowledge
CRM
Technical Support
