Micheal Vincent Cortez

Michael Vincent Cortez 266 Veterans Dr., Brgy. Lahug, Cebu City, Philippines Experienced, solution and people oriented team leader With comprehensive and outstanding team management, Client relations and customer service background (11 years) Exceptional team management, exceeding client and customer expectations, via excellent customer service have been my passion for the past 11 years. Here is a glimpse of my professional experience: Highly skilled in team management - (15-20 headcount) assesses and evaluates the team’s performance and gives appropriate reinforcement and redirection techniques. Provides support to the tasks required by the upper management and client, ensuring 100% satisfaction on delivery and implementation. Highly skilled in team performance analysis, quality assurance and audit- (30-40 headcount) identifies team performance (strengths and opportunities for improvement), determines drivers towards or barriers to successful performance, and proposes solution systems based on the audit. Highly skilled in coaching, feedback and motivation techniques – client-certified Coach. Works closely with trainees (during the transition phase from classroom training to production) and tenured agents, and utilizes customized and effective coaching techniques to reinforce positive behaviors and redirects areas of opportunity towards achieving 100% customer satisfaction in every customer contact Experienced multi-media Sales Representative (phone, email, chat) – achieves the conversion targets set by the clients and management team, to meet the company’s aimed revenue. Experienced Customer Service Representative/Financial Advisor - delivers excellent customer service by executing utmost quality on calls to Forbes 500 American financial institution clients. Handles customer complaints, de-escalates them appropriately, and delivers a business-oriented solutions. Tested skills in Client Focused Analysis- track record in analyzing customer situation, customizing strategies to provide one-time solutions. ­­Email Address: -Mobile Phone: - | - Skype ID: michealvincentcortez Address: 266 Veterans Dr, Brgy. Lahug, Cebu City, Philippines Team management and optimization position with focus on Client Relations/Customer Service Career Level: Mid Career Notice Period: Immediately Birth Date: 19 December 1983 (Age: 33)Gender: Male Nationality: Filipino Marital Status: Single Senior Associate - Quality (up to 40 nesting and tenured Representatives) Verizon Tech Mahindra Cebu City Specialization: Call Quality Evaluations 2015 - Present Responsibilities: 1. Works in a continuous process of evaluating calls and providing feedbacks enhancing the quality of the calls in three ways: recorded, live and side-by-side. 2. Measures compliance against established expectations of agent behavior. 3. Communicates feedback to encourage good ones and discourage the bad ones to enhance quality of the calls. 4. Makes informed decisions to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or alert other areas of organization that are having an impact. 5. Utilizes a blend of the internal and external quality tools to provide balanced feedback from both perspectives and communicate the difference between the external feedbacks (customer experience) with the internal feedback (compliance) 6. Ensuring that the Nesting Representative is current and up to date with the guidelines of the program. 7. Quality huddles and Call listening calibrations to make sure that the Nesting representatives are calibrated with the GSO call flow for them to deliver excellent service. 8. Provides one on one coaching to nesting reps to continuously help them improve their call handling. 9. Updating the Quality Dashboard and sending a report via outlook to Operations Team on a regular basis to let them know what are the areas of opportunities and behaviors that the site needs to work on. The report includes the quality scores per cluster, quality scores per team, the quality scores per line item (behavior/guidelines), and Quality scores per call types. 10. Adjustment POC – Making sure all the credits given to the customers by the Reps were valid and making sure that the credits/adjustments given is with in compliance. Outbound Representative (up to 50 outbound calls) AVVO CampaignExecutive Boutique Cebu City Specialization: Leads Generation – Marketing Calls August 2015 – October 2015 Responsibilities: 1. Calls Lawyers/Attorneys to encourage them to sign up in AVVO website. 2. Generates leads for the sales team. Performance Development Coach /Team Leader (up to 20 Customer Service agents) eBay North America ePerformax BPO and Contact Centers Cebu City Specialization: Selling (Phones), Global Buying Hub (Emails, ) Buy / Sell Representative (Phones) 2012 - 2015 Responsibilities: 1. Motivates the team in exceeding client-set metrics for quality and customer satisfaction. 2. Works closely with the HR department to ensure that agents’ contracts are facilitated, information updated and credentials submitted. 3. Initiates needs and SWOT analysis to further enhance team performance; maintain best practices; identify areas for improvement; and formulate strategies to overcome opportunities. 4. Initiates and implement up-training classes to enhance the teams’ communication and sales skills. 5. Motivates New Hire trainees to achieve optimum performance in training; and prepare them to set the right expectations upon transitioning to production. 6. Imbues and inculcate on trainees best practices in the production floor by taking customer service calls as well; assuming escalated calls and take responsibility and ownership in resolving customer’s issues; giving on-time one-on-one feedback to agents on the team. Performance Analyst (up to 40 Customer Service agents) eBay North America ePerformax BPO and Contact Centers Cebu City Specialization: Call Quality Evaluations (BSR - Phones) 2011 - 2012 Responsibilities: 1. Works in a continuous process of evaluating calls and providing feedbacks enhancing the quality of the calls in three ways: recorded, live and side-by-side. 2. Measures compliance against established expectations of agent behavior. 3. Communicates feedback to encourage good ones and discourage the bad ones to enhance quality of the calls. 4. Makes informed decisions to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or alert other areas of organization that are having an impact. 5. Utilizes a blend of the internal and external quality tools to provide balanced feedback from both perspectives and communicate the difference between the external feedbacks (customer experience) with the internal feedback (compliance). Financial Advisor (up to 180 calls/shift) JP Morgan Chase ePerformax BPO and Contact Centers Cebu City Specialization: Credit Card Services Customer Service/Support 2009 - 2010 Responsibilities: 1. Responds to customer inquiries and complaints by following client-set standards. 2. Establishes rapport with credit card services customers, assesses their needs and responds to customer queries. 3. Provides customer service for US clients to the best of my ability in a professional, courteous, manner. 4. Imbues self-discipline, patience and teamwork to work closely with team members to achieve both individual and group goals. 5. Demonstrates technical expertise and strong interpersonal skills to provide exceptional service. Customer Service Representative (up to 180 calls/shift) Washington Mutual ePerformax BPO and Contact Centers Cebu City Specialization: Credit Card Services Customer Service/Support 2008 - 2009 Responsibilities: 1. Answers customer inquiries by clarifying desired information; researching, locating, and providing information. 2. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. 3. Fulfills customer requests by clarifying desired information; completing transactions; forwarding requests. 4. Sells additional services by recognizing opportunities to up-sell accounts, explaining new features. 5. Updates job knowledge by participating in educational opportunities. 6. Enhances organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. Marketing Associate The Sharper Image ePerformax BPO and Contact Centers Cebu City 1 month Responsibilities: 1. Promotes and sells innovative gadgets and products. 2. Specializes in creating offer and competitive products to meet the demands of the market. 3. Implements marketing plans, including product positioning, campaign strategies, and market strategy insights. 4. Applies strategic business opportunities through cross function collaboration with other departments. 5. Provides product/service support in order to establish proper channels of information and communication.  6. Troubleshooting the gadgets/items of the customers if they will encounter a problem with the items they’ve purchased, making sure that the items are working properly. Customer Service Representative DISH Network TV ePLDT Ventus Parlance Systems Inc. Makati City Aug 2006 - Mar 2008 Responsibilities: 1. Assist customers with their billing concerns and service 2. Troubleshoots defective DVR boxes and Satellite Dish 3. Do up sell, upgrade and downgrade of TV packages etc. 4. Making sure that the Team is delivering client expectations. Banquet Food and Beverage Team Member Service CrewJollibee Corporation Bacolod City 2006 - 2007 Responsibilities: 1. Anticipate guests’ needs continually and fulfill them appropriately. 2. Imbues good communication skills to follow directions efficiently and meeting the physical demands of the job. 3. Maintains positive attitude while on the job. 4. Adheres to health and safety standards at all times, Banquet Food and Beverage Team Member Banquet Extra Waiter Bacolod Convention Plaza Hotel Bacolod City 2004 - 2007 Responsibilities: 1. Anticipate guests’ needs continually and fulfill them appropriately. 2. Imbues good communication skills to follow directions efficiently and meeting the physical demands of the job. 3. Maintains positive attitude while on the job. 4. Adheres to health and safety standards at all times. La Consolacion College-Bacolod City Bachelor of Science in Architecture Negros Occidental High School Bacolod City Andres Bonifacio Elementary School II Bacolod City Advanced Computer Knowledge and Skills: Microsoft Office (Word, Excel, Power point, Outlook) & Internet concepts Experienced and excellent in team management and in dealing with employees Ability to multi-task Excellent analytical abilities Excellent English communication skills Proficiency with PC's and computer programs including Word, Excel, and Adobe Acrobat Experienced in outbound data collection specifically business to business calls and consumer based phone interviews in the USA Strong knowledge of general office procedures and office equipment Excellent interpersonal skills Dynamic ‘can do’ attitude passion and high levels of initiative together with a keen sense of desire to see results of initiatives. Ability to communicate with clarity and persuasion, empathy and respect with high energy levels Name: Maria Guadalupe Bravo Position: Quality Team Lead Company: Tech Mahindra Cebu City Contact number:- Name: Edgar Elmedorial Position: Quality and Compliance Team Manager Company: Tech Mahindra Cebu City Contact number:- Name: Raul Ouano Jr. Position: Operations Supervisor Company: ePerformax Contact Centers Cebu City Contact number:-