Michael Hernandez

To obtain a job where my intrapersonal abilities, people skills, and knowledge will be fully utilized to contribute to the success of the organization. I am a goal-focused individual seeking an opportunity to be an asset of the company toward a common goal of increasing productivity and giving my utmost service with consistency, determination, and truth.

Sales Associate - Metro Department Store

(2016-09 - 2017-01)

• Assisted customers in purchasing products
• Explained product features and benefits to customers
• Met monthly sales quotas and reported daily sales to the coordinator
• Highest sales among seasonal employees during tenure

Engagement Specialist - Freedom Mobile - Startek - Makati

(2017-02 - 2017-06)

• Assisted customers with billing inquiries, payment collection, and troubleshooting
• Set up payment arrangements to secure customer accounts

Financial Care Expert - T-Mobile - Alorica - MJ Plaza

(2018-01 - 2018-09)

• Collected customer payments and debts to maintain active service
• Top Agent for February 2018

Customer Service Representative - Macy's - Concentrix - San Lazaro

(2018-09 - 2022-05)

• Assisted agents in resolving customer concerns effectively
• Helped team members achieve and surpass KPIs
• Processed orders, reshipments, and refunds for customers
• Top Agent for November 2020

Subject Matter Expert (SME) - Macy's - Concentrix - San Lazaro

(2019-05 - 2020-12)

• Assisted agents in resolving customer concerns effectively
• Helped team members achieve and surpass KPIs
• Processed orders, reshipments, and refunds for customers
• Top Agent for November 2020

Senior Account Specialist - Vivid Seats - Acquire BPO

(2022-05 - 2023-10)

• Handled inbound calls for concert, event, and sports ticket inquiries
• Met and exceeded KPIs set by the client

Sales Agent - AT&T Mobility Sales - TSD Global

(2023-11 - 2025-04)

• Assisted customers with cancellations, billing, and equipment orders
• Sold products effectively to customers
• Consistently met KPIs set by the client

Customer Service Representative – Retirement Accounts - Voya Financial (via Infosys BPM)

(2025-04 - 2026-01)

• Answer inbound calls regarding 401(k), 403(b), 457, and IRA retirement accounts
• Assist clients with loan processing, hardship withdrawals, and rollover requests
• Provide accurate account information while ensuring compliance with company policies and procedures
• Consistently meet monthly KPIs to qualify for performance incentives
• Maintain excellent attendance and adherence to quality standards

College - Computer Science - Asian Institute of Computer Studies