MICHELLE M. DE LAZO
Proven track record in customer service for a telecommunications company.
Experienced in different online work including helpdesk head for a public
relations site and lead researcher and team leader for a pet website. Proficient
in data entry, email and chat support, email management, with a good written
and oral communication skills.
Contact
Phone
-
Email
-
Address
Panipuan, Mexico, Pampanga,
Philippines
Education-
Bachelor in Tourism
Polytechnic University of the Philippines-
Bachelor of Science in Nursing
Far Eastern University
Expertise
Customer Service
Research
Experience-
MyPRGenie, Inc. l New York, New York
Head, Media Research Team (Remote)
Researched media contacts from different media outlets to be included in
the company's global media database
Trained new members of the team
Tasked to update the media database
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MyPRGenie, Inc. l New York, New York
Head, Helpdesk Support (Remote)
Provided voice, email and chat support to MyPRGenie users and assisted
them with all their concerns.
Filtered, edited, and processed press releases and articles due for
publication
Resolved customer issues and concerns
Trained, mentored and developed new staff in gaining more understanding
about our products and services
Set and updated employee schedules to satisfy both the company's service
levels and employees' work-life balance
Email Management
MS Office
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Dogtime Media l San Francisco, California
Team Leadership
Team Leader (Remote)
Email & Chat Support
Managed a group of eight individuals doing research and data entry
Created and posted a number of advertisements to several open forums and
Basic Social Media Management
free classifieds to market and generate traffic for the site
Handled training of new employees
Attended regular meetings virtually
Typing speed of 50wpm
Language
English
Filipino
MICHELLE M. DE LAZO
Experience
2005
Jupiter Systems, Inc. l Makati, Philippines
Junior Account Manager
Tasked in widening the company's customer-base by increasing the clientele
list through office visits, events, and product demonstrations done to
prospective clients, while maintaining rapport and service to existing
customers.
Handled concerns with other company departments such as finance, research
and development, and service delivery to maintain and enhance client
satisfaction
Provided a 'bridge' between the customers and the company to openly
communicate both client requirements and solutions being offered.
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Nextel Communications (Philippines), Inc. l Manila, Philippines
Customer Care Specialist Level 3
Supervised team in handling phone calls, email responses, and processing of requests coming
from all customers and groups within the company
Met reqularly with the Management Committee to discuss and present reports, employee
performances, departmental highlights, breakthroughs and limitations
Provided on-board training to new agents
Ensured that service level agreements were met and maintained, or surpassed
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Nextel Communications (Philippines), Inc. l Manila, Philippines
Customer Care Specialist Levels 1 & 2
Received calls from Nextel subscribers with nature ranging from inquiries to
processing customer requests and complaints
Coordinated with other departments for issues otherwise handled by the
customer support team
Worked on shifts to provide a 24-hour service assistance
Awards & Recognitions
Elementary Salutatorian
High School, with Honors
College (Far Eastern University), Dean's Lister
Three-time employee of the month (Nextel)
Employee of the Year, 2021 (Nextel)
English
Filipino
