APRIL ROSE A. FABRUADA
QUEZON CITY
Summary
Customer service and technical support professional with over 7 years of experience in consumer care, sales support, and technical troubleshooting across diverse industries. Skilled in handling high-volume inquiries, resolving complex issues, and driving customer satisfaction through effective communication and problem-solving. Adept at using CRM platforms (Salesforce, Zendesk) and ERP systems (SAP OMS) to streamline processes, improve efficiency, and deliver measurable results. Recognized for consistently meeting performance metrics and contributing to team success.
Overview
12
12
years of professional experience
Work History
Customer Order Support/Chat
24-7 Intouch PH Inc.
10.2024 - 12.2025
- Assisted 40–60 customers daily with product inquiries, consistently achieving 20+ closed sales per week.
- Answered questions on promotions, financing, and product availability.
- Guided customers through payment methods, discounts, and coupons, ensuring 100% accuracy in applied offers.
- Provided shipping updates, reducing follow-up inquiries by 25%.
- Coordinated professional installation services for successful installations monthly.
- Processed returns, exchanges, and cancellations with a 98% compliance rate.
- Facilitated refunds according to Samsung’s guidelines, achieving a 95% customer satisfaction rating.
Consumer Care Representative
Newell Brands
10.2018 - 10.2024
- Handled 60+ consumer inquiries daily via phone, chat, and email.
- Entered and maintained customer information in Salesforce CRM, reducing data errors by 15%.
- Processed hundreds of warranty replacements weekly through SAP OMS.
- Educated consumers on warranty, replacement, and refund policies, improving first-call resolution rates.
- Tracked shipments across logistics providers (FedEx, UPS, Purolator).
- Conducted basic troubleshooting for appliances and heated products, resolving 70% of issues without technician intervention.
Customer Service Representative/Technical Support
Alorica
01.2014 - 07.2018
- Assisted 50–70 customers daily with service requests for cable, internet, and phone.
- Troubleshooting cable boxes, modems, and phones, achieving a 65% resolution rate on first contact.
- Explained billing details, reducing repeat billing inquiries by 20%.
- Scheduled technician visits for unresolved issues, coordinating hundreds of appointments monthly.
- Consistently met performance metrics, contributing to team targets for customer satisfaction and call handling time.
Education
Bachelor of Science - Entrepreneurship
Open University Polytechnic University of The Philippines
01.2014
Bachelor of Science - Office Management
Eulogio 'Amang' Rodriguez Institute of Science and Technology
01.2007
Skills
- Languages: English (Fluent), Spanish (Basic)
- Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint)
- CRM Tools: Salesforce, Zendesk
- ERP Systems: SAP Order Management System (OMS)
- Customer Service: Conflict resolution, sales support, product education
- Typing Speed: 37-40 WPM
- Flexible and adaptable
- Teamwork and collaboration
Timeline
Customer Order Support/Chat
24-7 Intouch PH Inc.
10.2024 - 12.2025
Consumer Care Representative
Newell Brands
10.2018 - 10.2024
Customer Service Representative/Technical Support
Alorica
01.2014 - 07.2018
Bachelor of Science - Office Management
Eulogio 'Amang' Rodriguez Institute of Science and Technology
Bachelor of Science - Entrepreneurship
Open University Polytechnic University of The Philippines
SHORT COURSES
- Instituto Cervantes
- Language (Spanish)
- March 20, 2019 - December 19, 2019
- Level A2.3