Carl Michael Morales

Carl Michael Morales

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Support Specialist
Antipolo City, Calabarzon, Philippines

Timeline

work
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Résumé

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  • RWS Moravia
    LILT
    Smartcat
    Freelance Writer, Translator, Editor, Proofreader, & Annotator. public Remote experience
    RWS Moravia, LILT, Smartcat, Philkotse.com, Lionbridge
    Jan 2008 - Current (18 years 10 months)
    - Wrote research and SEO articles
    - Wrote localized English web content about automobiles in the Philippines
    - Reviewed voice recordings of voice talents
    - Post-editing of Machine Translation [PEMT - English-Filipino] (FB game, cryptocurrency, medical equipment, informed consent, company policies, & IT & software)
    - Accepting annotation tasks (Data Labeling)
    - Over two (2) decades of email communication experience
    - Utilized Google Workspace as a platform in translation projects
  • Acquire Asia Pacific
    Inbound Sales Representative
    Acquire Asia Pacific
    Feb 2014 - Dec 2014 (11 months)
    - Assisted Dodo customers with their internet connectivity issues by providing Level 1 support through computer optimization and networking solutions.
    - Offered premium packages for out-of-scope issues, effectively managing Level 2 support inquiries.
    - Scheduled dispatches for a technician visit, leveraging CRM (Customer Relationship Management) tools throughout my BPO experience to enhance customer interactions and streamline service processes.
    - Conducted documentation of calls with the observance of average handling time (AHT)
  • T
    Technical Sales Representative
    Jun 2012 - Sep 2012 (4 months)
    - Assisted Comcast customers with their internet connectivity issues by providing Level 1 support through computer optimization and networking solutions.
    - Offered premium packages for out-of-scope issues, effectively managing Level 2 support inquiries.
    - Scheduled dispatches for a technician visit, leveraging CRM (Customer Relationship Management) tools throughout my BPO experience to enhance customer interactions and streamline service processes.
    - Conducted documentation of calls with the observance of average handling time (AHT)
  • Teletech Holdings, Inc.
    Technical Support Representative
    Teletech Holdings, Inc.
    Jul 2010 - Jan 2011 (7 months)
    - Assisted AT&T customers with their internet connectivity issues by providing Level 1 support through computer optimization and networking solutions.
    - Offered premium packages for out-of-scope issues, effectively managing Level 2 support inquiries.
    - Scheduled dispatches for a technician visit, leveraging CRM (Customer Relationship Management) tools throughout my BPO experience to enhance customer interactions and streamline service processes.
    - Conducted documentation of calls with the observance of average handling time (AHT)
  • APAC Customer Service
    CSR - Prior Authorization Representative
    APAC Customer Service
    Aug 2007 - Jan 2008 (6 months)
    - Assisted pharmacists and medical professionals in the authorization of their patients' medications and medical procedures
    - Conducted documentation of calls with the observance of average handling time (AHT)
  • P
    Communications Trainer (part-time)
    Proflex Call Center Training Services
    Jan 2007 - Jul 2007 (7 months)
    - Facilitated training sessions to equip trainees with the necessary tools to meet industry needs and prerequisites.
    - Conducted coaching sessions that included progress reports and identified areas for improvement.
    - Integrated customer support principles into the training curriculum, emphasizing their importance in sales training and enhancing trainees' overall skill set for effective client interactions.
  • Convergys Philippines Services Corporation
    CSR - Provisioning Representative
    Convergys Philippines Services Corporation
    Sep 2006 - Jan 2007 (5 months)
    - Provisioned automobiles of car owners for their subscription-based service for in-vehicle safety, security, and convenience features
    - Conducted documentation of calls with the observance of average handling time (AHT)
  • ICT Group
    Tele-Sales Representative
    ICT Group
    Apr 2005 - Oct 2005 (7 months)
    - Outbound sales experience focusing on discount card and credit card acquisition
    - Leveraged CRM (Customer Relationship Management) systems utilized in all previous BPO companies to enhance customer interactions and streamline service processes.
    - Observed proper disposition of calls
  • I
    Comprehensive Communications Trainer (part-time)
    Informatics Institute
    Jan 2005 - Jul 2006 (1 year 7 months)
    - Facilitated training sessions to equip trainees with the necessary tools to meet industry needs and prerequisites.
    - Conducted coaching sessions that included progress reports and identified areas for improvement.
    - Integrated customer support principles into the training curriculum, emphasizing their importance in sales training and overall client interactions, thereby enhancing trainees' readiness for real-world challenges.
  • G
    Outbound Sales Representative
    GCS International - Air Relay Corporation
    Feb 2004 - Feb 2005 (1 year 1 month)
    - Outbound sales experience focusing on discount card and credit card acquisition
    - Documented interaction in Mainframe
    - Observed proper disposition of calls