Michelle Gepanaga

RESUME Michelle Gepanaga Address: Villa Leida Subdivision, Yati, Liloan, Cebu, Philippines 6002 Email Address:-Contact Number: - CAREER OBJECTIVE: To maximize my customer service and leadership skills in a challenging environment with less supervision, working example. With strong interpersonal skills, adaptability & ability to work under pressure thus achieving the corporate goals. PERSONAL BACKGROUND: Age: 26 Birthdate: March 9, 1993 Birth Place: Mandaue City, Cebu, Philippines Gender: Female Status: Married Citizenship: Filipino AWARDS: [24]7 President’s Award Nominee 2015 Relay Finisher: Lowest Team Attrition Rate FY 2016 Top Team Leader for NRS Udrive Courses Certification Work Experience: Group Leader at Wipro BPS Philippines – Cebu Business Park, Cebu, Philippines ● ● ● ● ● ● ● ● ● Responsible for managing team of TLs and associates Responsible for maintaining various matrices defined by the client Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems, coordinate escalations, assess customer’s needs Motivating team through effective management, career development and implementation of reporting mechanisms Liaison with other areas of company affecting technical support. One on One Relationship management Analysis of reports including process, team performance reports, initiating appropriate action plans and trainings Manage team attendance Keep onself and ensures one’s team is updated, aware of, and compliant to all Company Policies and procedures which include Information Security Management System Ensure that all company information which includes customer information are kept confidential and secured Team Leader at [24]7 Customer Philippines, Inc.- Ebloc 3, IT Park, Lahug, Cebu ● ● ● ● ● ● ● 2018-Current May 2016-Feb2018 Tracks and documents employee time (punctuality, attendance and up-training) Reviews agent performance results daily to ensure all customer service goals are met or exceeded Analyzes and trends agent KPI/Customer Service performance Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one coaching and feedback Monitors and assesses employee calls to drive performance improvements plans Ensures agent calls/chat are aligned with Quality Assurance objectives and targets, and CSAT expectations Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance ● ● ● ● ● ● ● ● Teaches and improves Customer Service skills (Improve customer handling, navigation and Product information research etc) Reviews and distributes procedure changes/updates in a timely manner. Ensure agents understand changes and are aligned with organization/site goals Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel Attends assigned Leadership Calibration Assists, tracks, and coordinates issues with supporting departments Administers HR and Department policies as instructed Conducts annual reviews Drives teamwork and team performance Subject Matter Expert at [24]7 Customer Philippines, Inc. Oct2015-Feb2016 Ebloc 3, IT Park, Lahug, Cebu Customer Service Representative at [24]7 Customer Philippines, Inc. Ebloc 3, IT Park, Lahug, Cebu Technical Support Representative Teletech –Cebu Oakridge, AS Fortuna, Mandaue City, Cebu Sales Executive/Front Office Staff Mabuhay Plaridel St., Alang- Alang, Mandaue City Cebu Front office Staff JJ Won Han Spa and Stone Oct2014-Oct2015 Soong, Lapu-Lapu City Educational Background: Bachelor of Science Business Administration – Marketing Management 4th Year – 2020 (present) Cebu Institute of Technology – University N. Bacalso Ave., Cebu City, Cebu, Philippines Higschool Graduated - 2009 San Jose National Highschool San Jose, Talibon, Bohol Elementary Graduated - 2005 Opao Elementary School Opao, Mandaue City, Cebu Reference: Jocel Bernadas Team Leader- [24]7 Customer Philippines, Inc Cebu IT Park, Lahug - Kathreen Villacastin Team Leader- [24]7 Customer Philippines, Inc Cebut IT Park, Lahug- Aquiles Inocian Team Leader- [24]7 Customer Philippines, Inc Cebut IT Park, Lahug-