Mikko A. Valenzuela

MIKKO A. VALENZUELA PROFESSIONAL SUMMARY Dynamic and results-oriented professional with over 6 years of experience in the BPO industry, specializing in sales, customer service, technical support, and operations leadership. Skilled in training, coaching, and motivating teams to deliver top-tier results. Currently excelling at Asurion, where sales performance is the top KPI, consistently exceeding targets through persuasive communication, product expertise, and customer-centric service. Proficient in AI tools, Microsoft applications, and process optimization — with a proven record of improving performance metrics and driving business growth. CORE COMPETENCIES • Sales & Upselling Strategies • Customer Service Excellence • Leadership & Team Development • Training & Coaching • Technical Support & Troubleshooting • Performance Management • Communication & Negotiation Skills • Administrative & Reporting Expertise • AI Tools Utilization (ChatGPT, CRM Automation, Analytics) • Microsoft Office (Word, Excel, PowerPoint, Outlook) PROFESSIONAL EXPERIENCE Techlog Center Philippines (Asurion) Technical Support Representative / Sales Advisor April 2025 – Present • Provide high-quality technical assistance and device support to customers, ensuring customer satisfaction. • Drive sales performance by identifying upgrade opportunities and exceeding sales conversion goals. • Consistently achieve top-tier results through consultative communication and exceptional engagement. • Utilize AI and CRM tools to streamline workflows, track metrics, and personalize customer interactions. • Collaborate with team leaders and peers to enhance sales scripts, product knowledge, and performance outcomes. Concentrix Nuvali Sales Advisor June 2024 – April 2025 • Managed customer interactions, promoting and upselling telecommunications and technology products. • Exceeded monthly sales and quality metrics through persuasive communication and product expertise. • Built and maintained strong customer relationships that improved loyalty and retention. RMS Collect Phil. Inc. (iQor Philippines) Operations Supervisor / Team Leader August 2018 – July 2023 • Supervised and developed a team of 15–20 agents, achieving strong results in customer satisfaction and productivity. • Served as Lead Trainer, handling onboarding sessions, skills development, and performance coaching. • Improved team performance through structured coaching, KPI management, and operational reporting. • Supported process improvement initiatives to enhance efficiency and consistency. • Recognized for leadership excellence, training effectiveness, and outstanding team results. EDUCATION Asian Institute of Maritime Studies Bachelor of Science in Maritime Studies Southern Luzon College Bachelor of Science in Maritime Studies 2013 - – 2013 ADDITIONAL INFORMATION • Strong background in sales performance management and KPI-driven environments. • Excellent communication, leadership, and presentation skills. • Adaptable and thrives in fast-paced, dynamic workplaces. • Skilled in AI tools, automation systems, and Microsoft Office Suite. • Dedicated to continuous learning and delivering measurable impact. REFERENCES Available upon request