Michael Khristian Sevilla

MICHAEL KHRISTIAN SEVILLA Virtual Assistant | Data Analyst ONLINE PORTFOLIO: www.michaelsevilla.site CONTACT:  Cebu City, Philippines  - -  - EDUCATION:  Cebu Institute of Technology Bachelor in Electronics Engineering 2009 LANGUAGES: English Tagalog Cebuano SKILLS: Leadership Skills Analytical Skills Problem Solver Engagement Skills Goal Oriented OBJECTIVES: To utilize my skills to support businesses in leveraging data-driven insights and efficient administrative support, contributing to growth and success. WORK EXPERIENCE: Full-Time Job Position Company Location Arrangement Date North America Asset Management Specialist / Billing Specialist Lexmark Research and Development Corp. Lexmark Plaza 1 Cebu Business Park Cebu City, Philippines Hybrid Work from Home MF; Work in the Office TWTH September 05, 2016 – May 30, 2023 (6.7 Years) ▪ Actively manage customer asset data in the Asset Relationship Management System (ARMS) to support the timely delivery of printer consumables to MPS customers. ▪ Generate timely and accurate billing details for monthly/quarterly invoice generations. ▪ Deliver above satisfactory performance regularly on the preset Key Performance Indicators for Quality, Ticket/Transaction Timeliness, MMR percentage and Invoice generation Timeliness. ▪ Support customer account rollouts and integration into the Lexmark MPS model where tasks include the asset data verification, system uploading, agreement and entitlement association, execution of special handling instructions. ▪ Ensure that contractual compliance is maintained for managed accounts in all day-to-day transactions and work with Geography counterparts for continued services during amendment phases (new models added, price changes, expansion/reduction of managed assets). ▪ Perform regular proactive maintenance actions to ensure managed accounts will have data accuracy, including the use of the Worldwide Asset Follow-up Report (WW AFUR). ▪ Regularly update warranty entitlement data according to account Managed Print Services (MPS) contract. ▪ Communicate with Geography counterparts to follow through on deliverables for asset management or invoice approval. ▪ Support customer special requirements in terms of Asset Management (ARMS integration) and successfully implement resolutions to escalations or improvements where necessary. ▪ Adhere to the documented processes for Lexmark’s Distributed Fleet Management (DFM) Asset Management. ▪ Identify and escalate process gaps and opportunities for improvement. ▪ Attend managed print service meetings where appropriate. EXPERTISE: Graphics Designing • Adobe Photoshop • Adobe illustrator • Canva Pro Video Editing • Wondershare Filmora • Movavi • Adobe Premiere Pro Microsoft Office • • • • • Excel Word PowerPoint Outlook Teams Web Development • WordPress • Elementor Social Media Management • • • • Facebook YouTube TikTok Instagram Full-Time Job Position Company Location Date Intraday Coordinator/Work Force Manager Convergys Corporation The Link Building IT Park Lahug Cebu City, Philippines November 22, 2010 – December 21, 2015 (5 Years) ▪ Performs multi-tasking in real-time monitoring, updates, daily performance report, and floor management. ▪ Ensure, in collaboration with Floor Leaders and RPM/Schedulers, accurate and timely agent schedules. ▪ Weekly schedule review for Line adherence & Average speed of answer purposes ▪ Plotting of schedules for agents, trainees, floor support and team leads. ▪ Organizing seat plan and managing seat capacity. ▪ Handles orientation for new hire agents about scheduling process. ▪ Focus on real-time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center. ▪ Coordinate trouble tickets and escalate tool issues as required. ▪ Work with the Floor Leader/Team Leaders to ensure accurate and timely schedules are available to the agents. ▪ Effectively use technology, tools, and other floor management resources to optimize client service levels and program economic performance. ▪ Manage intraday client, program, or line of business performance to meet or exceed contractual requirements. ▪ Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management). ▪ Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved. ▪ Provide floor management direction through face-to-face communications, phone, and messaging applications e.g., Quick Connect chat with agents and the command center. Full-Time Job Position Company Location Date Publishing Consultant Author Solutions Philippines Incorporated 6/F TGU Tower, Asia Town IT Park, Lahug Cebu City 6000 January 04, 2016 – May 02, 2016 ▪ Sales / Outbound call to authors providing publishing consultation and packages that can help their book to be successful and to be published. Full-Time Job Position Company Location Date College Instructor Britech Interface Computer College Corner Pelaez, Colon Street, Cebu City June 25, 2010 – October 22, 2010 ▪ Business Mathematics, College Algebra, AutoCAD 2008 2D and 3D and Microsoft Office (Microsoft Word, Excel, and PowerPoint). Full-Time Job Position Company Location Date Voice Technical Support Sykes Asia Inc. F. Cabahug St. Mabolo, Cebu City April 06, 2009 – July 11, 2009 ▪ Assist customers in technical issue and troubleshooting hardware and software Palm mobile phones. ▪ Proactively selling Palm mobile phone products