Michael Angelo B.

Ex BPO Middle Manager Turned Software Support Rep and Self Manager

My previous career objective was to work strategically with the leadership and management team, in a senior manager capacity, to ensure business, client, and performance goals are met or exceeded through people development, process improvement, and effective budget utilization. Now, my career objective in the next three years is to grow my competencies in this new industry/niche and be as valuable as I can be to the team that I'm a part of. My mid-term career objective is pending, but is being actively determined. I'll most likely take on new roles. Summary of experience and achievements (BPO Industry): - 17 years of combined experience in the industry - Customer service, sales, technical support experience - 3.5 years of experience in training - 12 years of managing organizations - Managed phone, email and backoffice teams - Designed and improved key operational and talent development processes leading to better team performance and staff upskilling - Rated as key performer for three years as a manager - Met and exceeded financial targets of managed programs as a senior manager - Consistently drove top-notch performance of email, back office,e and phone rep teams - Led the Baguio program to improve progressively in two quarters from the 3rd quartile to rank 1 in December, and the Dasma team to the top quartile ranking for years, which led to the expansion of the program As a VA agency manager, I successfully: - Managed a team of CSMs (client service managers) and their VAs (virtual assistants) in getting client satisfaction and achieving operational efficiency - Helped create CSM and VA scorecards for three lines of business - Helped create standards and materials for successful new hire client service manager training for two lines of business - Helped create VA training curriculum and materials - Created reporting, presentation standards and analytics for three lines of business - Created standards for business process documentation - Created QA standards for three lines of business - Created coaching and triad standards/processes - Met and exceeded KPIs on service delivery, quality, CSM and VA satisfaction - Grew two lines of business - Helped hire managers and staff * I emphasize "helped" on some because I always did it with the team (Teamwork makes the dream work); taking accountability but giving credit to everyone. Since 2020, I've been working as a customer support specialist and account manager for a software company. I'm responsible for addressing customer inquiries, helping onboard new customers, developing the software knowledge base, testing the software, and providing feedback to the engineering team.