Michael C. Flores
Penticton,BC
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Food Counter Attendant
Tim Hortons, British Columbia
, Canada
11.2023 - Current
- Welcomed guests with exceptional hospitality to enhance their experience.
- Completed guest orders for beverages and baked goods efficiently.
- Prepared delicious sandwiches and wraps according to established recipes.
- Adhered to Tim Hortons standards when preparing food and beverages.
- Operated equipment following all safety and operational guidelines.
Operations Manager
Alorica Clark
Angeles City, Clarkfield Pampanga Philippines
11.2020 - 12.2023
Managed team managers to ensure program productivity, quality, and client performance objectives.
- Communicated company and client goals to team members for high-quality customer service.
- Coached direct reports through constructive feedback and ongoing training to enhance job skills.
- Conducted regular performance reviews and one-on-one meetings to assess KPI achievement.
- Reviewed operational reports to develop action plans addressing deficiencies promptly.
- Facilitated team meetings to analyze program performance and guide future improvements.
- Provided feedback to Director of Operations on current operational performance metrics.
- Collaborated with site leaders and HR on strategic recruiting and employee engagement initiatives.
Team Manager
Alorica Clark
Angeles City, Clarkfield Pampanga Philippines
01.2014 - 11.2020
Facilitated daily coaching and development sessions for agents in written and verbal formats.
- Participated in client calibration sessions and project planning activities.
- Identified and addressed training needs for agents to enhance performance.
- Managed team time entries, achieving a 0% discrepancy rate.
- Oversaw program-specific performance standards, including AHT, quality scores, and sales metrics.
- Mitigated financial impacts of attrition and attendance by upholding program goals.
- Coordinated staffing in alignment with workflow requirements through down-staffing and up-staffing strategies.
- Completed weekly Team Manager Scorecard for review with Operations Manager.
Customer Service Representative / Technical Support Representative
Alorica Clark, Philexcel Clark
Angeles City, Clarkfield Pampanga Philippines
01.2010 - 01.2014
Troubleshot mobile phones to resolve technical issues efficiently.
- Filed service requests and trouble tickets with engineering department for prompt resolution.
- Performed account maintenance tasks, including suspensions, SIM changes, and reactivations.
- Managed billing disputes to ensure accurate customer invoicing.
- Unlocked mobile phones to facilitate user access.
- Configured unsupported mobile phones for seamless integration with network.
Enumerator
LGU ALAMINOS CITY PANGASINAN
Alaminos City, Pangasinan Philippines
08.2009 - 11.2009
- Conducted surveys on every indigent household within city to assess living status
Education
Bachelor of Science - Business Administration, Marketing Management
Polytechnic University of The Philippines
Sta Mesa Manila, Philippines01-2025
Bachelor of Science - Accountancy(Undergraduate)
University of Baguio, Golden West College
General Luna, Baguio City, Alamino, Pangasinan01.2006
Bachelor of Science - Nursing (Undergraduate)
University of Baguio
Baguio City Philippines01.2005
High School Diploma -
Alaminos Central School, Saint Joseph Catherdral School
Alaminos, Pangasinan01.2001
Skills
- Microsoft Office proficiency
- Computer application skills
- Customer orientation
- Team collaboration
- Service efficiency
- Leadership and problem-solving
- Project management
- Time management
- Critical thinking
- Call handling (inbound and outbound)
Certification
1.Strengthfinder 2.0
2.Tex Leader Training
3.Mpower Academy 2 Cycle for Operations Manager Mentoring
4.Cluster Performance Management
5.Leading with trust
6.Task versus Relationship
7.5th Coach prevention
8.Expectations of Role and Responsibilities
9.Delegate to Success
10.The 3 P's
11.Creating a performance plan
12.Performance read outs
13.Communication strategy
14.Grow refresher
15.Establishing a Team Identity
16.Difficult conversations
17.Communicating change
18.Six Sigma Yellow Belt
19.Six Sigma Black Belt (Ongoing)
Affiliations
- Loves reading leadership and management books
- I usually play basketball.
Accomplishments
• August 2015 - Company performance award | Alorica Clark Philippines | Awarded as Top 1 Agent for the month of August with a 119.27% PTG and was qualified to join the prestigious Circle of Excellence of our company that held in BOHOL.
• July 2018 - Company performance award | Alorica Clark Philippines | Awarded as the Top Tech Team Manager for the month of July 2018 with a 99.84% PTG.
• December 2018 - Company performance award | Alorica Clark Philippines | Awarded as the Top Tech Team Manager for the month of December 2018 with a 101.26% PTG
• July 2019 – Company inter-T-Mobile site Basketball tournament | Alorica Clark Philippines | T- Mobile Global Care Annual Basketball tournament champion.
• August 2019 - Company performance award | Alorica Clark Philippines | Awarded as the Top TEX (Team of Expert) Coach for Atlanta community #4 for the month of August.
• September 2019 - Company performance award | Alorica Clark Philippines | Awarded as the Top TEX (Team of Expert) Coach for Atlanta community #4 for the month of September.
•J anuary 2020 - Company performance award | Alorica Clark Philippines | Q4 Top Alaya Coach for the year of 2019 covering the month of October, November & December.
• July 2022 – Top Tech Operations Manager | Alorica Clark Philippines | Awarded as the Top Tech Operations Manager for the month of July 2022 with a 98.74% PTG.
• July 2023 – Top Tech Operations Manager (Clark site & global partners) | Alorica Clark Philippines | Awarded as the Top Tech Operations Manager for the month of July 2023 for both Clark site & Global or offshore partner with a 106.35% PTG.
Languages
English
Full Professional
Tagalog
Native/ Bilingual
References
References available upon request.
Timeline
Food Counter Attendant
Tim Hortons, British Columbia
11.2023 - Current
Operations Manager
Alorica Clark
11.2020 - 12.2023
Team Manager
Alorica Clark
01.2014 - 11.2020
Customer Service Representative / Technical Support Representative
Alorica Clark, Philexcel Clark
01.2010 - 01.2014
Enumerator
LGU ALAMINOS CITY PANGASINAN
08.2009 - 11.2009
Bachelor of Science - Business Administration, Marketing Management
Polytechnic University of The Philippines
Bachelor of Science - Accountancy(Undergraduate)
University of Baguio, Golden West College
Bachelor of Science - Nursing (Undergraduate)
University of Baguio
High School Diploma -
Alaminos Central School, Saint Joseph Catherdral School
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