Michelle Ann Arroz

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-