Michelle Ann V. Arroz
Lot 13, Block 22, Brgy. Bata Bacolod City
Bacolod City, Negros Occidental
Email:-Cell#:-
HIGHLIGHTS:
Over 8 years of experience in the BPO industry.
Almost a year as a freelancer.
Sociable and well experienced in dealing with different types of people.
Excellent verbal and written communication skills.
Strong attention to detail
Superb Customer Service Skills.
Flexible and can work in shifting schedules.
Team player, hard worker, and a quick learner.
Leadership.
Critical thinking and Problem-solving skills Knowledge of Products or Services.
Decision-making.
Effective listening.
Working with immense pressure.
Data entry and online research.
Microsoft (Excel, PowerPoint, word).
Google (Spreadsheets, Gmail and Google docs).
Knowledge in Zendesk and Zipwip.
WORK EXPERIENCE
Upwork (April 2021- present)
The Credit Agents (Credit Repair Company)
(VA Customer Service)
Responsible for assisting our contact manager.
Making outbound communication regarding credit repair updates (phone calls, text, and
emails) to our clients.
Responsible for uploading files like letter responses from creditors and valid
identification documents sent by our clients and entering them on our database.
Responsible for answering all incoming calls, emails, and texts from our clients.
IQOR PHILIPPINES INC. (September 2016 –2021)
Customer Service Representative
Awarded as Agent of the Year 2020 in Bacolod Site.
Resolved customer issues ranging from phone technical support to billing questions.
Perform other related duties and assignments as required and as assigned by the
supervisor.
Maintained expectations regarding call quality and resolution time.
Developed personal organization and multitasking skills in a fast-paced environment
Maintained a polite and professional telephone manner.
Ambassador and role model in IQOR
Listen and audit the calls of the agents to assure that they are providing the best customer
experience.
Coach agents and help them keep motivated.
Also participating with the Engagement for the daily activities.
Convergys Bacolod (NOVEMBER 2013 – SEPTEMBER 2016)
Technical and Sales Support representative
Consistent Top Sales agent for 2 years.
Assist resolution team with answering questions for new agents
Diagnosed and resolved technical hardware and software issues involving internet
connectivity and email
Promoted and sold the company's products and services
Troubleshoot cable television issues.
PANASIATIC SOLUTIONS (JUNE 2012 –OCTOBER 2013)
Customer Service and Technical Support Representative
Dealt with troubleshooting mobile devices.
Answering all incoming calls regarding customers’ concerns and queries.
EDUCATION
Tertiary
University of St. La Salle Bacolod
Bacolod City, Negros Occidental
Bachelor of Business and administration Major in Operations Management
School year:-
Secondary
St. Joseph School – La Salle
Bacolod City, Negros Occidental
School Year: 2008 – 2009
Elementary
Apolinario Mabini Elementary School
Bacolod City, Negros Occidental
School Year:-
CHARACTER REFERENCE:
Karen Atienza
Manager at Aventus-
Joel Magbanua
Metro by T-Mobile Quality Analyst-
Jessa Binas
IQOR (Metro by T-Mobile Supervisor-