MICHAEL ARMILDEZ

Supervised a team of customer service representatives, ensuring they consistently met performance metrics such as AHT, CSAT, QA scores, and attendance. Conducted regular coaching, performance reviews, and provided real-time support for escalated healthcare-related concerns, ensuring compliance with client standards and HIPAA regulations.

Oversaw a team of agents handling both voice and non-voice customer interactions related to passport renewal services, monitoring daily performance and ensuring adherence to service levels and quality standards. Provided coaching, support, and motivation to the team, handling escalations and assisting in process improvements.

Led a newly launched team focused on managing customer inquiries, complaints, and post-sales support through email, ensuring high-quality responses and meeting key performance metrics. Conducted regular coaching, performance evaluations, and process briefings, playing a vital role in setting up workflows and stabilizing operations.

Supervised a team of voice agents providing real-time information and assistance to callers, monitoring call quality and managing daily team performance. Conducted regular coaching sessions, addressed escalations, and collaborated with operations and quality assurance teams to implement process improvements.

Led multiple pioneer campaigns involving both voice and non-voice channels for business clients, overseeing daily operations and driving performance across sales, customer support, and technical assistance. Provided coaching, monitored agent productivity, and handled escalations to maintain service excellence and client satisfaction.

Provided advanced troubleshooting and technical assistance to customers experiencing issues with Uverse TV, internet, and phone services, resolving service interruptions and configuring devices. Ensured customer satisfaction by delivering clear, professional support while meeting performance metrics such as first call resolution and AHT.

Provided front-line assistance to Australian customers for internet connectivity, email configuration, and modem/router setup, performing real-time diagnostics and guiding users through technical solutions. Ensured high levels of customer satisfaction by delivering clear, patient, and efficient support while adhering to performance metrics.

Oversaw all aspects of business operations, from strategic planning and marketing to client relations and vendor management, leading the development of customized travel packages. Managed partnerships with airlines and hotels, supervised staff, handled financial management, and implemented digital marketing strategies to increase visibility and sales.

Directed overall business operations, including sales, marketing, customer service, and financial management, developing strategic plans to drive growth. Managed client relationships, optimized operational processes, and led a team to deliver exceptional service while maintaining compliance with industry regulations.

Managed daily office operations, including scheduling appointments, handling correspondence, and maintaining organized records, supporting management by preparing reports and coordinating meetings. Handled customer greetings, reservations, billing, and basic bookkeeping tasks, contributing to a positive workplace environment.

Provided guests with engaging and informative tours of local attractions, cultural sites, and natural landmarks, assisting guests in planning their itineraries and offering insights into Palawan’s history and ecology. Coordinated with transportation providers and local vendors, addressing guest inquiries and promoting hotel packages to enhance guest satisfaction.

Managed daily administrative tasks including scheduling, handling correspondence, and maintaining organized records to support smooth restaurant operations. Coordinated with suppliers and vendors, assisted in inventory tracking, and handled customer reservations and basic bookkeeping tasks.

Studied Electronics and Communications Engineering at the University of the East – Manila. Completed up to the 3rd year of the program.

Obtained a High School Diploma from St. Mary’s College of Meycauayan, Bulacan. Completed the secondary education program.

Received an Elementary Diploma from Abangan Sur Elementary School. Completed the primary education program.