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Michael Chua

About

Detail

Province of Tarlac, Philippines
Contact Michael regarding: 
Flexible work
Starting at USD7.21/hour

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • VIPRE Security Group
    Project Manager - Customer Support
    VIPRE Security Group
    Sep 2019 - Jul 2024 (4 years 11 months)
    Led cross-functional projects from concept to delivery, driving feature implementations, process improvements, and campaign launches. I partnered closely with Customer Service teams to translate frontline insights into actionable engineering and product updates, and resolved over 90% of project blockages within deadlines by coordinating with engineering, systems, and vendors. I managed vendor relationships, including onboarding, performance tracking, and contract negotiation, and oversaw bug tracking and resolution via Jira, prioritizing fixes that reduced repeat tickets by 80%.
  • Unblock-Us
    Customer Service Team Lead - Chat and Email Support
    Unblock-Us
    Nov 2012 - Aug 2019 (6 years 10 months)
    Managed and developed a high-performing team of 30 customer support agents, consistently exceeding SLA and quality goals. By improving SLA compliance by 82%, I ensured faster and more effective customer resolutions. I oversaw daily ticket volumes of up to 600 and 350 live chat sessions, maintaining timely and accurate responses. I resolved 95% of escalations within 24 hours, boosting customer satisfaction scores to 96%, and reduced average response time by 70% through workflow optimization and KPI monitoring.
  • StarTek
    Technical Support Specialist
    StarTek
    Jul 2011 - Aug 2012 (1 year 2 months)
    Delivered advanced technical troubleshooting and conflict resolution for internet service customers, effectively managing escalated calls, performing in-depth root cause analysis, and processing service orders and upgrades. I maintained accurate and detailed documentation in alignment with SOPs while consistently meeting and exceeding resolution time targets, ensuring high customer satisfaction and service quality.
  • Sitel
    Technical Support Specialist
    Sitel
    Jun 2009 - Jun 2011 (2 years 1 month)
    Delivered first-contact resolution for customer inquiries on internet services, providing accurate and timely solutions to ensure a positive customer experience. I educated customers on service features to reduce technical challenges, guided callers through troubleshooting and account updates to improve resolution rates, and trained new hires on customer management policies and best practices to maintain high service standards.