MICHELLE BULACLAC-Mobile: -
CAREER SUMMARY
Experience in:
Billing/Land Title Search
Auditor Task
Admin Assistance
Customer Support
Email Support
Business Correspondence/Reports
Web Research/Design
Data Entry
SKILLS
Zendesk
Wix - Web Designing
WordPress - Web Designing
Microsoft Office
Google Docs
Google Sheets
Google Form
Basic Graphic Design
Basic SEO
Basic Video Editing
AWARDS AND
CERTIFICATES
Probe Group Philippines
Consistent in Passing Quality Assurance Scores
Top 6 Agent - March 2021
Top 7 Agent - December 2019 - February 2020
Top Performer QA (perfect score)- October December 2020
Top Performer QA (98%) - January 2021
Tech Mahindra
Most Productive – Oct. 2017
Auditor Highest Quality Score – Oct. 2017
VAccolades Cookies – Oct. 25, 2017
Certificate of Achievement – July 26, 2017
Star Performer – March 23, 2017
Certificate of Recognition – Feb.15, 2017
Certificate of Excellence (1st Place) – Nov 2016
Certificate of Excellence – March 2016
Certificate of Excellence – April 2016
Certificate of Excellence – Dec. 2015
Award of Excellence – March 2015
EDUCATION HISTORY
UNIVERSITY OF SANTO TOMAS
Bachelor of Arts, Major in Economics 1996
Member: Junior Philippine Economics Society,
Artlets Economics Society
Blk 47 Lot 19 Purok 4 Brgy.
Bagong Buhay III
City of San Jose del Monte
Bulacan
CAREER HISTORY
QUALITY ASSURANCE ASSOCIATE
Alorica Philippines | October 10, 2022 - Present
Conduct quality-related reviews of agent performance, evaluating against client and
internal quality standards to ensure proper call and transaction handling. This
includes call monitoring, review of data entry/transactions processed, and evaluation
of any other performance metric that may impact quality (i.e. handle time, speed of
answer, etc.).
Provide specific feedback to Asupervisory and management staff regarding agent
areas of opportunity for their team members. Support supervisory staff in their
coaching efforts and provide coaching assistance as needed.
Responsible for completing the required number of quality reviews for each agent
based on client/company performance guidelines.
Document all observations thoroughly by maintaining observation forms and call
center monitoring databases.
Participate in internal and external client monitoring/calibration sessions in order to
ensure a thorough understanding of programs, goals, and client standards of
excellence.
Responsible for handling agent-level calls to maintain personal knowledge of
program(s).
Participate in and support the Quality Management (QM) Program in identifying and
acting on opportunities that improve the quality and value of the service we provide to
our clients and our employees.
Responsible for understanding and complying with all policies, procedures, and
regulations relating to job duties.
Facilitate the PST Certification for the new agents
Assisting agents through chat support for concession requests
EMAIL SUPPORT CUSTOMER SERVICE AGENT
Probe Group Philippines | September 23, 2019 – Present
provides customer service support for a financial company through email using Zendesk
assists in the manual ID verification process
EMAIL SUPPORT CUSTOMER SERVICE ASSOCIATE
One Contact Center | June 06, 2019 – September 05, 2019
Provided customer service support for a retail online store through email and chat support using
Zendesk
CUSTOMER SERVICE ASSOCIATE
Tech Mahindra Philippines | April 30, 2015 – November 16, 2018
Auditor Task
Read and analyzed notes regarding the repossession of units to determine if the expenses incurred
by the independent contractors are within the authorized amount
Checked the accuracy of the invoices (pdf format) and should match the amount posted on the system
Billed banks for the expenses
Data Entry Task
Encoded customer profiles/information in the system and categorized if they file for bankruptcy or
consumer proposal
Registry Search Task
Assisted with the request of the banks to search for land title certificates, mortgage documents, plans,
and other documents related to land
Processed billing for Personal Property Security Act (PPSA), Corporate and Land searches
Created/Encoded request for land title search, corporate search, or vehicle Identification search
TECHNICAL SUPPORT REPRESENTATIVE
CONVERGYS (Concentrix) | December 16, 2013 – January 14, 2015
Provided technical assistance through inbound calls for Verizon customers (consumer and business
account) concerning issues related to internet connectivity, wireless set-up, email concerns, and
other issues that pertain to Verizon products and services