Customer Service & Data Entry Specialist with 10+ Years Experience

MICHAEL E. TORRESA TORRES

*** ******* ***. *** *********, CA

415-***-**** ️ **********@*****.***

PROFESSIONAL SUMMARY

Customer Service and Technical Support professional with 10+ years of experience supporting US customers, primarily for Comcast and Google products. Strong background in chat-based support, order fulfillment, provisioning, billing, and escalations. Proven ability to resolve complex issues accurately while maintaining high customer satisfaction in fast-paced environments.

CORE COMPETENCIES

International Customer Service (US Accounts)

Chat & Technical Support

Order Entry & Fulfillment

Account & Billing Support

Device Provisioning & Activation

Escalation Handling

CRM & Order Management Systems (OMS)

FCC Third-Party Verification

First Contact Resolution (FCR)

Written & Verbal English Communication

Multitasking & Time Management

PROFESSIONAL EXPERIENCE

SYKES

Technical Support Representative – Google Products

April 2022 – September 2022

Assisted US customers with Google Wi-Fi and Camera setup, configuration, and troubleshooting.

Provided step-by-step technical guidance via phone and chat support.

Resolved connectivity, device pairing, and account issues efficiently.

Maintained quality standards and customer satisfaction metrics.

Transcom Worldwide Philippines, Inc.

Customer Account Executive – Comcast

April 2008 – September 2018

Real-Time Provisioning Chat Support

Provisioned cable boxes, modems, and EMTA devices through live chat support.

Processed Return Merchandise Authorization (RMA) requests in OMS.

Corrected device provisioning errors and coordinated escalations.

Manual Provisioning & Escalations Team

Manually provisioned Comcast Cable, Internet, and Digital Voice services.

Ensured Self-Install Kit orders were processed accurately in OMS.

Reduced order errors by validating account details and service eligibility.

Core BPO / Order Fulfillment & Billing Chat Agent

Created customer accounts and processed service orders for cable, phone, and internet.

Assisted customers with promotions, billing inquiries, and service changes.

Completed FCC-mandated Third-Party Verification for number portability.

Resolved serviceability issues and increased order completion rates.

Datamine Corporation

Data Encoder

October 2007 – February 2008

Performed accurate data entry, coding, imaging, and digital record management.

Maintained data integrity and confidentiality for US-based clients.

EDUCATION

Diploma in Computer Technology

Rizal Technological University – Mandaluyong City

TECHNICAL SKILLS

CRM & Chat Support Tools

Order Management Systems (OMS)

Microsoft Office (Word, Excel, Outlook)

Basic Networking & Troubleshooting

Data Entry & Documentation

LANGUAGES

English – Fluent

Tagalog – Native

AWARDS

Chairman’s Award – Staff of the Year

Robinsons Children’s Library, Inc. (2005)

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