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Michael Dave Parreño

@michaeldaveparreo

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Senior Customer Support Specialist at Plutus who created 30 support resources and resolved complex escalations.

Philippines

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At BLOCK CODE LTD Plutus, I progressed from Customer Support Agent to Senior Customer Support Agent and QA & Training Lead. I investigated transaction, rewards, account restriction, dispute, and policy concerns, and handled escalations and formal complaints.

I created and maintained 30 SOPs, knowledge base articles, support macros, and training materials. I also conducted 70 quality assurance reviews weekly and supported onboarding, coaching, and uptraining.

As a Freelance WordPress Developer, I delivered website redesigns and technical improvements for international clients. Earlier, I supported customers at 5CA and Capital One with gaming platform, account, billing, fraud, and banking issues.

Experience

Work history, roles, and key accomplishments

Customer Support Agent to QA & Training Lead

Block Code Ltd (Plutus)

May 2023 - May 2026 (3 years)

Exceeded daily KPI targets, resolved escalations and complaints, conducted QA reviews, and created SOPs and training materials. Promoted twice within two years.

Customer Support Escalation Management Complaint Resolution Quality Assurance Process Improvement Knowledge Management Zendesk Intercom Confluence Jira Linear Slack Checkout.Com Google Workspace Microsoft 365 Notion

Freelance WordPress Developer

Project-Based

Feb 2022 - Dec 2022 (10 months)

Delivered website redesigns, enhancements, and technical improvements for international clients. Implemented WordPress plugins, custom configurations, and troubleshooting solutions.

WordPress LearnDash WooCommerce HTML CSS Plugin Development Troubleshooting Technical Consulting

Gaming Support Agent

5CA

Aug 2021 - Dec 2021 (4 months)

Resolved 40-60 customer inquiries daily involving account access, authentication, platform, and connectivity issues for a global gaming platform. Maintained QA scores above 90%.

Customer Support Troubleshooting Account Recovery Communication Skills Quality Assurance

Senior Operations Representative

Capital One

Dec 2019 - Jan 2021 (1 year 1 month)

Handled 60-80 inbound calls daily supporting credit card customers. Investigated and resolved billing disputes, fraud concerns, and online banking issues while maintaining compliance.

Customer Support Dispute Resolution Fraud Investigation Compliance Communication Skills Problem Solving