Michael Ortiz Email & Phone Number

Manila, Ncr, Ph

Cubao, Quezon City

• Conducted audits on a total of 23 agents, 16 for the USSC and 7 for Kalbe International.• Conducting root-cause analysis for underperforming agents and creating a performance improvement plan.• Offers proficiency in system-based knowledge within FreshDesk.• Carries out calibrations, assessments, and coaching sessions to fulfill the requirements of a high-quality service, guaranteeing that the agents will meet the set key metrics of 95% passing rate.• By documenting and reporting product or service quality levels, effectively utilize tools like system analytics to identify issues in services and resolve them.• Create, plan, develop, and implement new standard operating procedures and policies to help improve the quality of service and ensure service compliance with company standards.

• Successfully resolved inbound queries through social media: Facebook, live chat, email, and phone call.• Collects data and feedback from consumers in different channels, then curates a report based on consumer behavior and consumption.• Provides expertise in system-base knowledge, specifically Salesforce and Sprinklr.

• Successfully communicate, provide product knowledge to customers about Glucerna, an Abbott milk product, that generate increase in sales up to 95% in a month through activation sets in supermarkets.

• Successfully introduce, provide product knowledge, and communicate with customers about Regilait, a milk product, that generate sales through activation sets in supermarkets.