Michael Sevilla Email & Phone Number

Cebu, Central Visayas, Philippines

Responsible for interfacing with customers.▪ EMEA (2 years); North America (5 years)▪ Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.▪ Actively manage customer asset data in the Asset Relationship Management System (ARMS) to support the timely delivery of printer consumables to MPS customers▪ Generate timely and accurate billing details for monthly invoice generations▪ Deliver above satisfactory performance regularly on the preset Key Performance Indicators for Quality, Ticket/Transaction Timeliness, MMR percentage, and Invoice generation Timeliness▪ Support customer account rollouts and integration into the Lexmark MPS model where tasks include asset data verification, system uploading, agreement and entitlement association, execution of special handling instructions▪ Ensure that contractual compliance is maintained for managed accounts in all day-to-day transactions and work with Geography counterparts for continued services during amendment phases (new models added, price changes, expansion of managed assets)▪ Perform regular proactive maintenance actions to ensure managed accounts will have data accuracy, including the use of the Worldwide Asset Follow-up Report (WW AFUR)▪ Regularly update warranty entitlement data according to the account Managed Print Services (MPS) contract▪ Communicate with Geography counterparts to follow through on deliverables for asset management or invoice approval▪ Support special customer requirements in terms of Asset Management (ARMS integration) and successfully implement resolutions to escalations or improvements where necessary▪ Adhere to the documented processes for Lexmark’s Distributed Fleet Management (DFM) Asset Management▪ Identify and escalate process gaps and opportunities for improvementAttend managed print service meetings where appropriate

United States

▪ Amazon PPC Specialist▪ Successfully managed a six-figure Amazon private label account. The responsibility was to maintain high sales and low ACOS, improve conversion rates through bulk operations, successfully optimize and execute ad campaigns, and conduct thorough keyword research.▪ Create high-quality and engaging graphics, images, and captions for the scheduled Amazon Post.▪ Successfully gathered and collected details on online influencers from TikTok, Instagram, YouTube, and Pinterest using a third-party app or tool and an Amazon Influencer program. Send them an email to partner with the brand and create a video using the free product sent to them.▪ Keyword Research and Optimization▪ Campaign Creation and Optimization▪ Bid Management and Optimization▪ A/B Testing▪ Competitive Analysis and Strategy▪ Helium 10 for Keyword Research▪ Regularly review search term report

Cebu, Central Visayas, Philippines

Task and Responsibilities:▪ Performs multi-tasking in real-time monitoring, updates, daily performance report, and floor management. ▪ Ensure, in collaboration with Floor Leaders and RPM/Schedulers, accurate and timely agent schedules. ▪ Weekly schedule review for Line adherence & Average speed of answer purposes ▪ Plotting of schedules for agents, trainees, floor support and team leads. ▪ Organizing seat plan and managing seat capacity. ▪ Handles orientation for new hire agents about scheduling process. ▪ Focus on real-time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center. ▪ Coordinate trouble tickets and escalate tool issues as required. ▪ Work with the Floor Leader/Team Leaders to ensure accurate and timely schedules are available to the agents.▪ Effectively use technology, tools, and other floor management resources to optimize client service levels and program economic performance. ▪ Manage intraday client, program, or line of business performance to meet or exceed contractual requirements. ▪ Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management). ▪ Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved.