Michael Matt A.

ABOUT ME

- talk to customers about their questions in their services
- created a great relation to customers and get a high Customer Satisfaction rate (CSAT) or Net promoter score (NPS)
I also can :
- creating Google Analytics and Google Tag Manager account for all clients
- generating a monthly analytics report for all clients and sending them to our director
- Boosting Facebook Posts of our clients
- updating clients websites
- renewing Domains
- Advertising in Google and Facebook
- Selling Microsoft office 356 subscription
- registering Google my Business
- .ph Domain registration
- Providing Web and Email Hosting
- creating a drafted SEO for clients (to be check by a content specialist)

- coach, lead and develop team to provide the right solutions for our customers whilst delivering a great customer experience.
- drive a culture where achieving customer advocacy is central to everything we do.
- As a leader I harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work.
- I address people related processes and manage the talent and development programs effectively.
- I oversee the overall performance of a team of CSR and accountable for leading a high level of customer satisfaction
- I manage staffing levels to balance workflow and meet demand – addressing time & attendance issues to ensure schedule adherence – and maintaining administrative details of employment: such as payroll, appraisals & disciplinary actions.
- I need to monitor & maintain efficiency and excellence in call transactions. On a rotational basis, I regularly conduct remote or side-by-side monitoring of agent performance. It is my role to identify the areas of opportunity for agent development.

SKILLS

EMPLOYMENT HISTORY OUTSIDE OF TOOGIT

Account Manager

Webs BatangAus Consulting Services Inc. - Feb, 2017 to Nov, 2018, Caedo Commercial Center, Calicanto, Batangas City, 4200

Operations Supervisor

The Results Comapanies - Feb, 2016 to Feb, 2017, Fiesta World Mall, Maraoy, Lipa CIty

Operation Supervisor

Teletech Customer Care - Apr, 2012 to Apr, 2015, Robinsons Lipa, Lipa City

Virtual Assistant

Pams Consutancy | Philippines - Jan, 2016 to Sep, 2016, Cebu City, Phillipines

Customer Service Representative

Teletech Customer Care - Dec, 2011 to Aug, 2012, Robinsons Lipa, Lipa City

Technical Support Representative

Advance Contact Solutions / Alorica - Feb, 2010 to Dec, 2011, SM City, Lipa CIty, Batangas

Technical Support Representative

Teletech Customer Care - May, 2007 to Sep, 2009, Robinsons Lipa, Lipa City

EDUCATION HISTORY

Bachelor of Science in Computer Science, Information Technology

(2000 - 2004) Lyceum of the Philipines University Batangas