M
Michael Piñero Israel
About
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Mandaluyong City, Metro Manila, Philippines
Contact Michael regarding:
work
Full-time jobs
Résumé
Jobs
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- STeam Lead / CS Operations ManagerSSG Phils.Sep 2025 - Feb 2026 (6 months)• Strategy & Process Optimization
• Team Management & Development
• Tools & Systems Management
• Quality Assurance & Monitoring
• Cross-Functional Collaboration
• Customer Experience Enhancement
• Budgeting & Cost Control - vTeam Lead / CS Operations ManagervidaXLJun 2025 - Sep 2025 (4 months)• Led a team of Healthcare Professionals
• Team Management
• Tools & Systems Management
• Quality Assurance & Monitoring
• Cross-Functional Collaboration
• Customer Experience Enhancement - MTeam LeaderMovate Phils Inc. (formerly CSS Corp Phils Inc.)Jul 2020 - Apr 2025 (4 years 10 months)• Led a team to achieve performance metrics, ensuring compliance with company policies.
• Provided regular coaching, feedback, and development sessions.
• Maintained strong client relationships through reports and business reviews.
• Conducted training and onboarding sessions for new hires. - SSenior Customer Service RepresentativeSITEL PHILIPPINESJan 2020 - Jul 2020 (7 months)• Handled escalated customer concerns and complex transactions.
• Assisted in training new team members and provided interim leadership support. 
Senior Customer Process AssociateWNS Global ServicesMar 2019 - Jan 2020 (11 months)• Delivered training and performance monitoring for new associates.
• Assisted in quality improvement and escalations resolution.- Customer Service Representative / SME / Training ApprenticeIntelenet Global ServicesJun 2018 - Feb 2019 (9 months)• Acted as SME, assisting with escalations and team performance monitoring.
• Supported training initiatives and quality checks. - Customer Loyalty Specialist (Freelance)Balsam BrandsOct 2016 - Apr 2018 (1 year 7 months)• Managed online orders, returns, and refunds via Salesforce.
• Delivered prompt resolution to customer concerns via email and chat. - SAdmin ManagerSpeakEasy Therapy CenterMay 2014 - Jun 2016 (2 years 2 months)• Manage the office from staffing and scheduling of the patients.
• Front desk role which includes answering inquiries via phone and email. - FFront Desk Customer Service / Team LeaderFlightCarJan 2012 - Mar 2014 (2 years 3 months)• Work on a continuous process of evaluating and identifying key behaviors that drive sales and improve customer experience.
• Listen to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and discourage certain practices
• Provides coaching to agents.
• Preparing quality monitoring reports on a monthly basis and provides trend data to managers.
• Preparation of analysis and timely completion and submission of internal and external quality reports for management staff review. - CService Master / BartenderClub SkyeMar 2009 - Dec 2011 (2 years 10 months)• Tends the bar on a nightly basis
• Expertise on serving drinks. - SCustomer Service RepresentativeSykes Asia Inc.Aug 2008 - Jan 2009 (6 months)• Answering phone calls for an insurance account.
• Handled first claim and settlement options. - SCustomer Service RepresentativeSITEL PHILIPPINES INC.Oct 2007 - Jul 2008 (10 months)• Answering phone calls for a telecommunications company in Canada.
- NCustomer Service RepresentativeNCO Group ManilaJun 2005 - Sep 2007 (2 years 4 months)• Answering phone calls for a telecommunications company in the US.
• Handled toll free creation and escalation
Education
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- Bachelor of Arts in Mass Communication (Undergraduate)Adamson UniversityJun 2005 - Jul 2026 (21 years 2 months)
- DBachelor of Science in Financial Management (Undergraduate)De La Salle University - TaftMay 2003 - Jul 2005 (2 years 3 months)