April D. Pantonial
Quezon City,00
Summary
About Me
Hi, I’m April! I bring over 11 years of experience in customer service and technical support, including roles in both BPO and non-BPO settings. I currently work as a Technical Support Agent at Concentrix, helping clients solve complex issues while ensuring a smooth and positive experience.
I’m a Business Administration graduate, majoring in Management, with strong skills in CRM systems, lead generation, data entry, Microsoft Office, Google Workspace, and online research. Known for being detail-oriented, organized, adaptable, and a fast learner, I thrive in both independent and team-driven environments.
In addition to corporate experience, I’ve run a small home-based business, which sharpened my time management, multitasking, and problem-solving skills. I’m passionate about delivering excellent service, learning new tools and technologies, and contributing to projects that make a meaningful impact.
I’m especially drawn to remote or work-from-home opportunities, where I can leverage my expertise, continue growing professionally, and help teams and clients achieve their goals efficiently.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support - Inbound/Outbound Tier2
Concentrix Philippines
Quezon City
01.2020 - Current
- Provide advanced technical support for internet, modem, network, and TV services, offering clear step-by-step troubleshooting to ensure quick issue resolution.
- Diagnose and resolve complex software and hardware problems, accurately documenting all interactions and solutions in the company’s CRM system.
- Handle escalated cases from Tier 1 agents as part of the Outbound Tier 2 Support Team, successfully resolving over 90–95% of escalations within SLA and restoring service efficiently.
- Collaborate with Tier 1 teams and supervisors to identify recurring technical issues, contributing to process improvements that increased first-call resolution rates and reduced repeat contacts.
- Maintain professionalism and empathy in challenging situations, consistently achieving 98%+ customer satisfaction scores and exceeding quality assurance targets.
Billing / Customer Service Representative (Inbound)
Concentrix
01.2019 - 01.2020
- Provided product information, processed orders, canceled accounts, and recorded customer interactions.
- Resolved billing complaints by exchanging merchandise, refunding money, and adjusting bills, ensuring customer issues were appropriately addressed.
- Referred unresolved grievances to designated departments and determined charges for services, arranging for billing as needed.
Email / Voice and Chat Support
Concentrix
01.2018 - 01.2019
- Responded to customer inquiries via telephone, email, and chat, ensuring timely and professional support.
- Documented inquiries, requests, resolutions, and follow-up tasks, and escalated issues to appropriate departments as needed.
- Processed orders, forms, and applications, maintaining high customer satisfaction.
Education
B.S. - Business Administration, Major in Management
University of Rizal System
AntipoloSkills
- Microsoft Office & Google Workspace (Docs, Sheets, Slides)
- Internet Research & Data Entry
- Lead Generation (LinkedIn Sales Navigator, Apolloio, Crunchbase, Hunterio, ZoomInfo)
- Email & Social Media Management
- Problem-Solving & Communication
- Detail-Oriented & Organized
CHARACTER REFERENCES
- Miss Maria Ces, Arocha, Cluster Team Leader, 0918-6744926, Concentrix, UP Ayala Technohub, Concentrix, Philippines
- Miss Melanie, Bactad, HR Supervisor, 0917 837 3192, KFC, Kentucky Fried Chicken (KFC) Branch cell#
- Miss Menchille, Balagso, Sales Associate, 0926-4142330, Toyota Philippines, Toyota Philippines
Certification
- Concentrix - UP1, Philippines Most Productive Agent (1st April 2022)
- Concentrix UP1, Philippines Close Rate Champion (Sales) (3rd December 2021)
- Concentrix UP1, Philippines Wave 334 Transition Graduation At&t Entertainment Group - UP Science (10th January 2020)
- Concentrix UP1, Philippines Live Emoticon For having extra ordinary facial expressions (10th January 2020)
- Concentrix UP1, Philippines Best in Request Resolved (9th February 2020)
- Concentrix - UP1, Philippines Best in VOC (9th February 2020)
- Concentrix - UP1, Philippines Established Wave 334 Training Graduation At&t Entertainment Group - UP Science (10th December 2019)
- Concentrix - UP1, Philippines Culture and Communications Training for At&t Mobility Sales and Service Chat (14th December 2018)
Timeline
Technical Support - Inbound/Outbound Tier2
Concentrix Philippines
01.2020 - Current
Billing / Customer Service Representative (Inbound)
Concentrix
01.2019 - 01.2020
Email / Voice and Chat Support
Concentrix
01.2018 - 01.2019
B.S. - Business Administration, Major in Management
University of Rizal System