Michael Montecillo Parambita
Singapore
Summary
An accomplished customer support professional with over 18 years of experience in managing customer support teams and delivering exceptional service to clients across multiple countries. Proven track record of building and maintaining strong relationships with customers and internal teams. Experienced in managing technical support and customer success teams and ensuring effective resolution of customer issues. A natural leader and mentor, committed to investing time and resources in building the capabilities of team members to provide a First Class customer experience.
Overview
19
19
years of professional experience
Work History
Regional Manager, Customer Support
Bird (Formerly MessageBird)
Singapore
10.2020 - Current
- Spearhead a high-performing support team across the APAC region, managing operations for nine countries
- Cultivate strong customer relationships, ensuring satisfaction through proactive engagement and support
- Drive accountability for key performance indicators, including CSAT, SLAs, and resolution times
- Mentor and develop team members, fostering a culture of growth and excellence in customer experience
Lead, Customer Success
NICE
Philippines
02.2017 - 10.2020
- Directed a team of Customer Success Managers, enhancing client engagement and success strategies
- Monitored customer accounts to identify risks and develop targeted success plans
- Collaborated with stakeholders to implement customer feedback, driving continuous improvement initiatives
- Oversaw recruitment, performance evaluations, and professional development for team members
Lead, Technical Support
NICE
Philippines
10.2016 - 10.2020
- Managed a team of Technical Support Engineers, ensuring high-quality technical assistance
- Enhanced customer satisfaction scores through effective process improvements and support strategies
- Provided exceptional customer support via multiple communication channels, addressing complex issues
Technical Support Engineer
NICE
Philippines
02.2016 - 10.2016
- Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution
- Delivered expert technical assistance for Cloud and Premise-based applications, resolving escalated issues
- Conducted thorough analyses of logs and network configurations to facilitate troubleshooting
Senior Trainer
Concentrix (Formerly Convergys)
Philippines
05.2010 - 08.2015
- Designed and delivered training programs aimed at elevating team performance and customer service standards
Subject Matter Expert
Concentrix (Formerly Convergys)
Philippines
08.2008 - 05.2010
- Acted as a key resource for process efficiency and customer experience enhancements
Senior Technical Support Specialist
Concentrix (Formerly Convergys)
Philippines
02.2006 - 08.2008
- Provided high-level technical support, ensuring customer issues were resolved promptly and effectively
Timeline
Regional Manager, Customer Support
Bird (Formerly MessageBird)
10.2020 - Current
Lead, Customer Success
NICE
02.2017 - 10.2020
Lead, Technical Support
NICE
10.2016 - 10.2020
Technical Support Engineer
NICE
02.2016 - 10.2016
Senior Trainer
Concentrix (Formerly Convergys)
05.2010 - 08.2015
Subject Matter Expert
Concentrix (Formerly Convergys)
08.2008 - 05.2010
Senior Technical Support Specialist
Concentrix (Formerly Convergys)
02.2006 - 08.2008
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