Michael Rosario Florentino
Summary
Multi-talented support specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing several years of experience in technology.
Overview
2025
2025
years of professional experience
Work History
Tax Support Agent
ERC Global
06.2022 - Current
- Currently, I'm working for ADP TotalSource as a Tax support agent and my obligations are to collect some documents from the clients and send them to the state, also I'm in charge of giving the clients guidance about some processes and procedures.
Customer Service Agent/Email Specialist
Concentrix
- This was an exhilarating experience, this was my first time working on an email campaign and I can say, I learned how to structure an email correctly, also I had the opportunity to spread my vocabulary and improve my grammar.
Real-Time Analyst
Outplex
- When I started at Outplex, I started as a customer service and tech support agent, after a couple of months, I was promoted to the workforce position as a real-time analyst (RTA) which lasted around 1 year and 2 months.
Customer Service Agent/Chat
Outplex
- I was in charge of providing customer service and tech support to the customer from Altice/optimum via chat.
Customer Services Agent/voice
Advensus
- This was my first experience working in the call center industry. I started as a customer service and tech support agent for the Spanish queue and was then moved to the English line of business.
Education
High School Diploma -
Colegio Juan XXIII
01.2016
Skills
- Complaint handling
- CRM software
- Software troubleshooting
- Live chat support
- Live email support
- 50 WPM typing speed
- Workforce management tools
- Microsoft Excel
Languages
English, C1
Spanish, Native
Timeline
Tax Support Agent
ERC Global
06.2022 - Current
Customer Service Agent/Email Specialist
Concentrix
Real-Time Analyst
Outplex
Customer Service Agent/Chat
Outplex
Customer Services Agent/voice
Advensus
High School Diploma -
Colegio Juan XXIII
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