Michael Luigi
Medrano
34 Dollar Street CBE Townhomes
Brgy Pasong Tamo, Quezon City
Philippines
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High-performing experienced Quality Analyst in content moderation with 5+ years experience in customer
service and social media. Held positions in customer service, technical support for both Tier 1 and Tier 2,
escalations team, provided floor Support and quality analysis.
Education
Bachelor of Science in Computer Science
New Era University, Quezon City-
High School Diploma
New Era University, Quezon City
Class of 2007
Relevant
Experience
Process Specialist - Data / Quality Analyst (Content Moderation)
Cognizant Technology Solutions Philippines, Inc, Taguig City
November 2017 - Present
Implements quality assurance principles and strategies in
accordance to the client's Terms of Service. Determines if a user's
post adheres to the guidelines of the platform. Audits agent
casework and provides coaching for misaction.
Award: Quality Analyst of the Month (October 2021)
Customer Service Representative
UnitedHealth Group, Quezon City
February 2015 - February 2016
Provides Health coverage details regarding member’s benefit and
eligibility. Floor support and coaching sessions for DSAT surveys.
Communications department leader.
Award: Top Performer of the 1st Quarter of 2015
Technical Support Representative
IBM Daksh Business Process Services Philippines Inc, Quezon City
September 2012 - Sept 2013
Resolved customer’s concern by performing troubleshooting steps
with all kinds of e-book readers. Provided customers self-help
references to promote first touch resolution experience. Endorsed to
Customer Escalations Tier 2 department.
Award: Best Digital Agent for Amazon (March 2013)
Skills
G Suite: Google Sheets, Google Docs, Google Slides, GMail
Salesforce Service Cloud
Knowledgable in social media platforms like Discord, Facebook,
Instagram, Twitter, YouTube
Excellent organizational skills and ability to prioritize workload
Good interpersonal/communication skills
Strong attention to detail and results-oriented
