Customer Support Representative | Procurement Operations Support
Metro Manila
Hi, I'm Mike — a customer support and operations specialist with 6 years of experience helping companies keep their customers happy and their back-end processes running smoothly. My background spans three areas that most support reps don't combine: direct multi-channel customer support (calls, live chat, and email), billing and account management, and back-office procurement operations. I've resolved order and delivery issues for a food delivery company, handled billing and subscription support for a cloud storage company using Zendesk, RingCentral, and Salesforce, and later moved into procurement operations, managing purchase requests, reviewing vendor contracts, and coordinating directly with legal and sourcing teams. What sets me apart is that I don't just handle what's in front of me, I look for patterns. If customers keep asking the same question or the same type of ticket keeps getting delayed, I flag it and fix the root cause, not just the individual case. I'm also naturally calm under pressure, which comes from years of talking people down from frustration, whether that's an angry customer or a stressed stakeholder waiting on a contract. Beyond support and operations, I bring a bit of an unconventional edge: I have a background in culinary arts and worked as an instructor, which sharpened my communication and leadership skills, and I've spent years creating and editing my own content, so I'm comfortable with tools like Canva and CapCut too. I'm reliable, detail-oriented, and easy to communicate with, if something's unclear or I make a mistake, I'll tell you directly rather than staying quiet. I'm looking for a long-term client relationship where I can grow with your business, not just complete tasks and move on.
TaskUs, Inc, full_time
Aug 2023 to Jun 2026
Procurement Operations Support — TaskUs Inc. (August 2023 – June 2026) Created and managed purchase requests in Coupa Performed data entry and maintained accurate procurement records in Excel and Airtable Reviewed and validated vendor contracts for accuracy and compliance Validated procurement tickets in Certa and Zip Coordinated directly with legal and sourcing teams via Zoom calls to clarify requirements and resolve ticket issues Acted as a direct point of contact for internal stakeholders on procurement matters Identified recurring gaps in ticket submissions (commonly missing information) and proactively communicated requirements upfront to reduce delays and back-and-forth Supported efficient procurement operations through accurate documentation and administrative follow-through
TaskUs, Inc, full_time
Jun 2022 to Aug 2023
Customer Support Representative – Billing — TaskUs Inc. (June 2022 – August 2023) Handled billing and subscription concerns for customers of a cloud storage company via phone calls and email Assisted with payment method updates, invoice explanations, and payment processing Managed account changes, including updating subscriptions Used Zendesk to manage email tickets and Salesforce to check customer account information Used RingCentral for inbound/outbound calls, which auto-generated tickets in Zendesk requiring a follow-up email and call recap Used Slack for internal team communication and coordination with clients Maintained accurate, detailed records of customer interactions in accordance with company standards Identified a recurring pattern of invoice-related confusion among customers and proactively addressed it during interactions, reducing repeat contacts on the same issue
Ttec holdings, Inc, full_time
Sep 2020 to Dec 2021
Customer Support Representative – Food Delivery — TTEC Holdings, Inc. (September 2020 – December 2021) Provided customer support for a food delivery service across three channels: phone, live chat, and email Managed multiple live chats simultaneously while also handling inbound calls Assisted customers with order tracking, delivery concerns, payment issues, cancellations, and refunds Resolved general inquiries and customer complaints efficiently and professionally Worked directly with delivery partners and merchants to ensure timely issue resolution Maintained accurate, detailed records of customer interactions in accordance with company standards Consistently delivered a positive customer experience even in high-pressure, high-volume situations