Michaela A.

Customer Service Representative | Quality Analyst | Customer Support

Pampanga

Overview

Customer-focused and detail-oriented professional with experience in customer service and quality assurance. Skilled in handling customer inquiries, resolving concerns, maintaining quality standards, and communicating effectively with customers and teams. I am adaptable, reliable, and comfortable working independently in a fast-paced remote environment. I take pride in providing excellent customer experiences, meeting performance goals, and continuously improving my work.

Skills and Tools

• Customer Support
• Phone Support
• Chat Support
• Email Support
• Ticket Management
• Complaint Resolution
• Conflict Resolution
• Quality Assurance
• Technical Support
• Tier 1 Support
• Tier 2 Support
• Zendesk
• Customer Success
• Customer Retention
• CSAT Surveys
• Remote Support
• LiveChat
• Call Center Operations
• Customer Onboarding

Work History

• Quality Analyst

  TaskUs, full_time

  Nov 2024 to Oct 2025

  Regular quality reports and dashboards highlighting team performance and key metrics. Identify trends, strengths and areas for improvement among e-commerce agents. Used the CRM and ticketing systems to verify agent daily audits.

• Customer Service Representative

  TaskUs, full_time

  Feb 2024 to Nov 2024

  Reporting fraudulent activity, suspicious seller behaviour, or policy violations. Assisting in verifying sellers or transactions in compliance with trust and safety guidelines. Used CRM and ticketing systems (e.g., Zendesk, Apollo, Persona and Atlas) in managing interactions.

• Customer Service Representative

  Majorel | Teleperformance, full_time

  Jul 2022 to Dec 2023

  Modifying and cancelling reservations per customer request and company policies. Handling the customers complaints, disputes and refund requests profesionally. Navigate CRM platforms to log interactions and update bookings.