MICHELLE NAZARENO
Customer Experience Specialist | Sales & Technical Support Professional
Davao City, PH.About
Highly accomplished Customer Experience Specialist with 7+ years of expertise in BPO, technical support, sales, and billing, consistently exceeding performance targets in fast-paced environments. Proven ability to resolve complex customer issues, drive sales growth through upselling, and streamline operational workflows, enhancing client satisfaction and retention. Leverages strong communication, problem-solving, and cross-functional collaboration skills to deliver exceptional service and contribute to business objectives.
Work
IQOR DAVAO
|Technical Support (Catalog Order Taking)
Davao City, Davao Region, Philippines
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Summary
Provided critical front-line technical support and troubleshooting, ensuring rapid resolution of customer issues while adhering to stringent service-level agreements.
Highlights
Delivered expert technical support, resolving an average of 30+ complex customer issues daily within defined SLAs, significantly improving service efficiency.
Guided customers through intricate product inquiries, system navigation, and account management, enhancing user comprehension and satisfaction.
Achieved consistent recognition for high-quality customer interactions, exceeding key performance metrics in call handling time, accuracy, and customer satisfaction scores.
IBEX GLOBAL
|Billing and Sales
Davao City, Davao Region, Philippines
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Summary
Drove revenue assurance and client satisfaction by managing comprehensive billing processes and supporting sales operations for a diverse client portfolio.
Highlights
Managed end-to-end billing processes for a client portfolio, achieving consistent accuracy rates exceeding 98% and ensuring timely payment collection.
Supported sales initiatives by actively upselling services and nurturing client relationships, contributing to monthly revenue growth and increased customer lifetime value.
Consistently surpassed monthly sales and billing accuracy targets, demonstrating a strong commitment to performance and operational excellence.
Collaborated with cross-functional teams to identify and implement workflow enhancements, reducing billing discrepancies and improving overall customer experience.
VXI GLOBAL Holdings
|Account Associate
Davao City, Davao Region, Philippines
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Summary
Managed a diverse portfolio of customer accounts, delivering exceptional multi-channel support and fostering client loyalty through proactive engagement and issue resolution.
Highlights
Managed comprehensive customer accounts, resolving billing, product, and service-related inquiries for a portfolio of over 100 clients daily.
Provided superior customer support across phone and digital channels, consistently achieving top-tier performance and quality assurance metrics (e.g., 95% CSAT).
Cultivated strong client relationships and leveraged upselling opportunities, contributing to a 10% increase in customer retention and loyalty programs.
Streamlined resolution of complex account concerns by coordinating with cross-functional teams, reducing average resolution time by 15% and enhancing customer satisfaction.
MAMIH CAFÉ RESTORANT
|Bandar Seri Begawan
Bandar Seri Begawan, Brunei-Muara District, Brunei Darussalam
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Summary
Delivered exceptional hospitality and operational support in a high-volume restaurant environment, ensuring guest satisfaction and efficient service delivery.
Highlights
Provided attentive customer service to an average of 100+ guests daily, ensuring accurate order taking and timely delivery of food and beverages.
Managed daily cash register operations, including billing and sales reconciliation, maintaining 100% accuracy in financial transactions.
Maintained rigorous cleanliness and organization standards, consistently meeting food safety and hygiene regulations.
Optimized team efficiency during peak hours, contributing to a seamless dining experience and positive guest feedback.
Education
Alternative Learning System Program
High School
High School Diploma
Languages
English
Skills
Customer Service & Support
Customer Relationship Management (CRM), Technical Support, Client Relations, Issue Resolution, Service-Level Agreements (SLAs), Customer Satisfaction, Multi-channel Support (Phone, Digital).
Sales & Business Development
Upselling, Cross-selling, Client Retention, Sales Support, Account Management.
Billing & Operations
Billing Processes, Invoicing, Order Processing, Payment Reconciliation, Data Entry, Workflow Optimization.
Communication & Interpersonal
Verbal Communication, Written Communication, Active Listening, Conflict Resolution, Cross-functional Collaboration, Building Rapport.
Problem Solving & Critical Thinking
Troubleshooting, Root Cause Analysis, Decision Making, Analytical Skills.
Organizational & Adaptability
Time Management, Multitasking, Adaptability, Fast-Paced Environments, Operational Efficiency.
Hospitality & Food Service
Guest Services, Food & Beverage Operations, Cash Handling, Food Safety, Hygiene Standards.