APRIL MARIE IBAÑEZ
Bulacan, Philippines |-| (-
www.linkedin.com/in/april-marie
WORK EXPERIENCE
NBCUniversal
(Remote) New York, United States
Customer Advocate
August 2023 - present
● Assist customers through chat, phone calls, and email to resolve inquiries, address concerns, and tackle issues
related to NBCUniversal products and services using Zendesk.
● Diagnose technical issues reported by customers and guide them through step-by-step troubleshooting processes.
● Maintain up-to-date knowledge of NBCUniversal's product offerings, features, and benefits.
● Focus on delivering exceptional customer service to enhance customer satisfaction and loyalty.
Alpha Yoga School
(Remote) Evia/Lefkada, Greece
Part-time Virtual Assistant & Email Support
January 2023 - April 2024
● Make use of Google Mail to promptly respond to customer email inquiries within 24 hours with a 100% response
rate, and achieve high customer satisfaction rate through clear and timely communication.
● Updated and monitored data on Google Sheets and Moosend Automation with 100% accuracy, and optimizing
data management processes by reducing manual data entry errors.
● Completed ad hoc tasks utilizing Canva, including creating website brochures and assisting with blog research,
resulting in an increase in website traffic within 1 month.
Department of Education - Norzagaray National High School
Bulacan, Ph
English & Math Teacher
September 2020 - July 2022
● Taught senior high school math curriculum to a diverse student population with a high passing rate, while
maintaining an average rating in teacher evaluations. Increased student engagement through interactive teaching
methods, resulting in improved attendance and a decrease in the number of students failing the course.
● Executed a comprehensive writing curriculum for senior high school students, resulting in an improvement in
writing skills and a high passing rate on standardized tests. Inspired students to pursue writing beyond the
classroom.
DISH Satellite TV Provider - Concentrix
Quezon City, Ph
Technical Support Representative & Customer Care Associate
January 2020 - September 2020
● Answered incoming calls from residential customers regarding their DISH network products, achieved an average
customer satisfaction rating and resolved a high percentage of customer issues on the first call. These efforts
reduced callbacks by 50% and improved overall customer satisfaction.
● Assisted customers with product selection, and increased sales revenue through effective recommendations and
upselling, while maintaining high customer retention rate.
Barclays US (Financial) - Alorica
Quezon City, Ph
Bank Disputes Analyst & Customer Care Associate
July 2018 - January 2020
● Handled daily inbound calls, delivering prompt solutions to customer inquiries on bills and payments. Achieved
high customer satisfaction rate by prioritizing clear communication and effective problem-solving. Managed
dispute cases and ensured timely resolution.
● Conducted daily outbound calls to merchants, built dispute cases, and maintained a high resolution rate in
recovering funds resulting in high levels of customer satisfaction.
EDUCATION
Colegio de San Gabriel Arcángel
Bachelor of Science in Electrical Engineering
● DOST-SEI Scholar Awardee,-
SKILLS
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Google Workspace and Microsoft Office proficiency
Utilized software tools such as Grammarly, Hemingway, Readable, and Plagiarism Checker
Experience using CRM tools (Zendesk, Oracle, Siebel)
Sales goal achievement through outbound calling and upselling
Soft phone experience (Avaya, AWS, Genesys)
Canva proficiency for graphic design
Familiarity with time tracking tools (Hubstaff, Zoho)
Proficient in data entry and ad-hoc administrative tasks
Lead Generation using Sales Navigator
Effective classroom management skills for teaching and mentoring students
CSJDM, Bulacan
April 2018
