Michael Nino Baptista

Michael Niño G. Baptista Door 11 Rago Apartment, Kinasang-an Pardo, Cebu City- - ________________________________________ Highlights ❖ 17 years in BPO industry. o Flexible and accustomed with the schedules, changes and nature of BPO industry. o Have used most of the systems, software and hardware in BPO industries. o Efficient and detail oriented. o Fast learning and unlearning skills. o Multi skilled and trained as administrative, back office, Customer Service, Sales and Technical Support. o Underwent a lot of skill trainings and upskill trainings from 8 Companies. ❖ Tenureship:5 Years -eTelecare Global Solutions/Stream,3 Years-Wipro BPO and 4 Years-Concentrix ❖ Excellent written and verbal communication skills. ❖ Dependable and responsible: Works even with less or no supervision. ❖ Computer Savvy (Software and Hardware) ❖ With leadership, quality, workforce and reports experience. WORK EXPERIENCE: Concentrix 2nd Floor 8 Newtown Bldg., Mactan Newtown, Lapu Lapu City, 6045 Position: Sr. Quality Analyst February 15,2019-Present Account: Pearson (Educational) Nature of Business: Publishing company Nature of Work: - Evaluates agent’s calls making sure agents follow the standard set by the quality team. - Ensure real time report on Zero Tolerance behaviors. - Ensure agent’s call handling skills and knowledge progress and improve. - Handle QA talk, calibrations and huddles to make sure everyone is up to date. Account: Uber (Transportation) Nature of Business: Transportation service Nature of Work: - Evaluates agent’s calls making sure agents follow the standard set by the quality team. - Ensure real time report on Zero Tolerance behaviors. - Ensure agent’s call handling skills and knowledge progress and improve. - Handle QA talk, calibrations and huddles to make sure everyone is up to date. - Updates, maintains dashboard on 2 lines of business (Driver onboarding Chat and Phone) - Sends overall and per team performance weekly and monthly. Account: Comcast (Telecommunication) Nature of Business: Telecommunication Nature of Work: - Handle QA talk, calibrations and huddles to make sure everyone is up to date. - Updates, maintains dashboard on 2 lines of business (Driver onboarding Chat and Phone) - Sends overall and per team performance weekly and monthly. - Evaluates agent’s calls making sure agents follow the standard set by the quality team 411 BPO 6th Floor IT Tower 1 Building, Cebu Business Park, Cebu City Position: Quality Analyst / Reports Analyst Team May 08, 2017 – February 14,2019 OIC Account: Sales (Medical) Nature of Business: Cold calling/Outbound Sales for Nutritional supplements Nature of Work: - Creates, improves and manages reports across the business. - Handles 3 reporting analysts, making sure morale is high and their accuracy is close to perfect. - Evaluates agent’s and supervisory sales calls making sure agents and supervisors follow the standard set by us. EXL 6th Floor 2Quad Building, Cebu Business Park, Cebu City Position: Customer care professional December 12, 2016 – March 1, 2017 Account: American Express Prepaid card Nature of Business: Card services (Credit card, Debit card and Prepaid cards) Nature of Work: Assists clients regarding whatever issues they have with their cards/account during the tax refund season. ePerformax JY Square, Lahug, Cebu City Position: Customer Service Representative May 23, 2016 – December 12, 2016 Reason for leaving: Resigned for greener pasture Account: eBay Australia Nature of Business: Online Market Nature of Work: Assists Sellers and buyers from queries, problems and navigating. Taking You Forward SLL Bldg., P Remedio St., Mandaue City Position: Subject Matter Expert and Technical Support July 20, 2015 – May 20, 2016 Account: Lightspeed Canada Nature of Business: Point of Sale System (Hardware, Networking, set up and Website Integration and operation. Nature of Work: Supports agents regarding calls and assist them with their issues real time regarding inbound calls from Retail Store owners or IT Administrators regarding their POS system. Montreal Management Consultants Est. 2506 Al Durrah Center, Buheira-Corniche St. Sharjah, United Arab Emirates Position: Processing Assistant Consultant February 10, 2015 – June 5, 2015 Account: NON- BPO / Immigration and Visa Consultancy Nature of Business: Immigration and Visa processing and consultancy. Nature of Work: Process Visa Applications to Canada for our clients (Immigration as FSW, Visit Visa, Sponsorship and Investors) Wipro BPO Philippines Ltd Inc. Cor. Archbishop Reyes Ave and Mindanao St,Cebu Business Park, Cebu City Position: SME / WFM / MIS February 17, 2012 – February 17, 2015 Account: British Telecom UK Nature of Business: Telephone Company Nature of Work: SME (Subject Matter Expert) / Workforce Management • • • • • • • • • Extracts lead files and convert to dialer files for Outbound Dialing of 40 Collection advisers. Generate excel-based daily reports about the dialer outcomes, lead quality and quantity. System Real time monitoring of outgoing calls for over 40 Agents Conducts performance coaching and behavior. Takes escalated calls Client reporting on the dialer activity Scheduling daily breaks and lunch for 40 advisers. Makes collection calls if needed for special case clients (Supervisor calls etc) Do Quality Audits for 40 Collection advisers who takes automated outgoing calls for UK Business Clients doing Holistic approach for Reluctant Payers. JPMorgan Chase and Co. 7thFlr. eBlock Bldg. IT Park Apas, Lahug Cebu City Position: Telephone Banker August 15, 2011 –February 15, 2012 Account: Captive Site / Bank Nature of Business: Bank Nature of Work: Taking calls for Bank Clients and Merchants regarding their Bank accounts and transactions. Xlibris Publishing Company AsiaTown IT Park Apas, Lahug, Cebu City Position: Publishing Consultant April 11, 2011 –August 11, 2011 Account: Non-BPO / Captive Site Nature of Business: Publishing Company Nature of Work: Cold Calling aspiring writers to publish their book with the company. etelecare Global Solutions Inc /Stream/Convergys/Concentrix 6th/F i1 Bldg. AsiaTown IT Park Apas, Lahug, Cebu City Position: Account Maintenance, Payroll Technical Support, Outbound Sales and Technical Support October 2, 2006 –April 4, 2011 1st Account: Quickbooks Nature of Business: Accounting Software Account Maintenance • • • • • Handle billing/charge inquiries and renewal of payroll subscriptions Check customers’ payroll order status and refunds Update customers’ business account information (business name, phone contacts and email address) Provide information on the status of customers’ payroll service subscription inactive) Assist customers in downloading tax tables number, (active or Payroll Technical Support (Quickbooks software) • • • Assist customers in processing their payroll, creating paychecks, paying payroll taxes and liabilities, customizing payroll reports and preparing year-end tax forms(both federal and state forms) using QuickBooks software. Help customers in making an adjustment on their payroll tax/liability amount due to incorrect calculation. Basic troubleshooting in resolving errors downloading tax table update. Outbound Sales (Quickbooks software) • Doing outbound calls for Quickbooks users to renew subscriptions, add new upgrade their versions of Quickbooks. services and 2nd Account: Qwest Nature of Business: Internet Service Provider Technical Support • Troubleshoots Internet connection problems of the customer (physical connection, line problems, congestion and server problems) • Assist customers in setting up their High Speed Internet connection at home • Assist customers with their E-mail problems. EDUCATIONAL ATTAINMENT: Nursing Aide Course Saint Paul College - Bulacao, Cebu City Graduated March 2003 Bachelor of Science in Accountancy University of San Carlos - Cor. P. Del Rosario and Junquera St., Cebu City 2000 -2002 PROFESSIONAL AND CHARACTER REFERENCES: Upon Request