MICHELLE M. BUENDIA
Professional Summary
Dedicated and results-driven professional with over 16 years of experience in customer service, quality assurance, and team leadership within diverse industries including healthcare, telecommunications, and e-commerce. Recognized for exceptional communication, analytical, and leadership skills. Proven ability to manage teams, ensure service quality, and deliver outstanding client experiences.
Education
Bachelor of Science in Computer Science
Metro Business College – Pasay City, Philippines
Work Experience
Caring.com – May 2018 - February 2025
Assistant Manager / Team Lead / Backline Support / Pre-Qual Sales Agent
• Started as a Backline Support Agent handling outbound calls for consumers seeking senior living options.
• Promoted to Tier 1, managing both inbound and outbound calls while providing comprehensive support and guidance to clients.
• Advanced to Team Lead, supervising 15-21 agents, overseeing daily operations, and ensuring service delivery met company standards.
• Promoted to Assistant Manager, developed and implemented Key Performance Indicators (KPIs) to monitor and improve team efficiency, sales quality, and customer satisfaction.
• Vetted and screened applicants, participated in hiring decisions, and supported onboarding and training for new team members.
• Oversaw team operations, ensuring compliance with policies and optimizing workflows to maintain productivity and morale.
• Played a key role in developing and improving operational processes, including quality assurance protocols, reporting systems, and coaching frameworks.
• Collaborated with upper management to drive continuous improvement and meet company goals.
Medicare Advantage – Aug 2017 – May 2018
Quality Analyst
• Monitored 10–15 agents for call quality and compliance.
• Conducted regular call assessments and calibration sessions.
• Provided feedback and coaching to improve individual and team performance.
Telstra – Mar 2016 – Sept 2017
Inbound/Outbound Collections Agent
• Managed customer billing inquiries and facilitated payment collection through inbound and outbound calls.
• Ensured high-quality customer service and compliance with company standards.
AOL – Dec 2014 – Feb 2016
Customer Service Representative / Subject Matter Expert (SME)
• Assisted users with account, billing, and technical issues.
• Promoted to SME within three months; trained and supported new hire agents during nesting.
• Provided on-floor assistance and served as a point of escalation.
eBay – June 2011 – July 2014
Customer Service Representative / SME / QA Apprentice
• Supported eBay buyers and sellers via phone, email, and chat.
• Promoted to SME and later QA Apprentice; conducted call reviews, calibrations, and coaching sessions.
• Managed a team of 15 agents and produced QA reports for performance tracking.
Starbucks – May 2010 – Jan 2011
Barista
• Delivered excellent customer service and ensured store cleanliness and efficiency.
Sprint Corporation – Jan 2009 – July 2009
Inbound Sales Agent
• Assisted customers with mobile plan and device purchases.
• Processed and coordinated orders with the back-end operations team.
Key Skills
• Team Leadership & Coaching
• Quality Assurance & Performance Management
• Customer Service Excellence
• Communication & Conflict Resolution
• Sales & Upselling Expertise
• Microsoft Office & CRM Systems
Character References
Jane Ortega -Performance Success Coach, Caring.com
Mobile #:-
Mary Garrido-Nazareno -Agent, Caring.com
Mobile #:-
