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Michael Morojo

@michaelmorojo

Retention Team Lead at TELEGYNX (TGX), coaching agents and handling escalations across inbound and outbound customer support.

Philippines

Message

At TELEGYNX (TGX), I led a team handling inbound and outbound customer support, retention, and sales. I monitored KPIs, conversions, and service-level agreements while coaching agents and managing live escalations.

At SMARK BPO, I managed outbound campaigns and matched services to customer needs, using objection handling to support conversions and sales opportunities.

At TASKUS – ACORNS, I handled fintech account concerns, identity checks, software glitches, and security inquiries. I investigated account friction and helped reduce churn through clear, empathetic communication.

At MATSU SOLUTIONS – COUTURECANDY, I progressed from Order Fulfillment Associate to Order Fulfillment Supervisor. I monitored fulfillment queues and team output, audited orders in Shopify and Checkout Champ, and configured tracking modifications using Omega Apps.

Experience

Work history, roles, and key accomplishments

Team Lead / Retention Specialist

Telegynx

Aug 2025 - Oct 2026 (1 year 2 months)

Led a high-performing team handling multi-channel inbound and outbound customer support, retention, and sales. Monitored KPIs, provided coaching, and managed escalations.

Zendesk Gorgias Shopify Checkout Champ Slack Omega Apps Retention Coaching Outbound Sales QA

Outbound Specialist

Smark BPO

Jan 2025 - Jun 2025 (5 months)

Managed high-volume outbound campaigns, building customer rapport and matching service campaigns to user needs. Applied objection-handling techniques to drive conversions.

Outbound Sales Objection Handling Customer Rapport Campaign Management

Customer Service Representative

TTEC

Feb 2024 - Apr 2024 (2 months)

Provided real-time inbound support to platform Dashers regarding account mechanics, logistics, and urgent delivery issues. Maintained exceptional AHT and productivity markers.

Customer Support Inbound Support AHT Ticketing Systems Problem Solving

CSR – Healthcare Billing

Teleperformance

Oct 2023 - Jan 2024 (3 months)

Resolved intricate billing inquiries, claim issues, and plan details for members under strict regulatory compliance. Secured sensitive health and personal account data.

Healthcare Billing Claims Processing Regulatory Compliance Customer Satisfaction Data Security

Customer Service Representative – FinTech

TaskUs

Jan 2022 - Jul 2023 (1 year 6 months)

Managed financial technology account concerns, identity verifications, software glitches, and security inquiries. Investigated root causes of account friction to reduce churn.

Fintech Customer Support Identity Verification Security Root Cause Analysis Churn Reduction

Order Fulfillment Supervisor

Matsu Solutions

Jul 2021 - Dec 2021 (5 months)

Supervised end-to-end storefront logistics, monitoring daily fulfillment queues and team output. Audited live customer queues in Shopify and Checkout Champ to prevent shipping errors.

Shopify Checkout Champ Omega Apps Slack Order Fulfilment Team Supervision Quality Audits

Order Fulfillment Associate

Matsu Solutions

Aug 2020 - Jun 2021 (10 months)

Processed inbound consumer e-commerce orders, verifying purchase information for accuracy. Adhered to standard operating protocols to minimize order mismatching and shipping delays.

Order Processing Ecommerce Data Verification Standard Operating Procedures