Summary
Overview
Work History
Education
Skills
Certification
Timeline
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April D. Pantonial

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

11
11
years of professional experience
8
8
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
Antipolo

Skills

  • 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

Certification

  • Concentrix , Philippines Most Productive Agent (1st April 2022)
  • Concentrix , Philippines Close Rate Champion (Sales) (3rd December 2021)
  • Concentrix , Philippines Wave 334 Transition Graduation At&t Entertainment Group - UP Science (10th January 2020)
  • Concentrix , Philippines Live Emoticon For having extra ordinary facial expressions (10th January 2020)
  • Concentrix , Philippines Best in Request Resolved (9th February 2020)
  • Concentrix , Philippines Best in VOC (9th February 2020)
  • Concentrix , 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

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April D. Pantonial