April Dapigran Ramos
I am a polished and experienced customer service representative offering strategic relationship building skills. I am
proficient at solving problems creatively. My unique professional experience stems from almost 7 years of providing
excellent customer support, creative problem solving and building customer loyalty. I am also an experienced English
teacher to foreign students for almost 8 years.
Contact Details
Mobile:-
Email:-Skype ID: april.d.ramos
LinkedIn: linkedin.com/in/april-ramos
Upwork:upwork.com/o/profiles/users/~01f83e5bccf3a
11738/
Onlinejobsph:onlinejobs.ph/jobseekers/info/557336
Educational Background
Diploma for Professional Education (32 units)
Cebu Technological University
June 2012 – March 2013
Bachelor of Science in Information Technology
Cebu Institute of Technology University
June 2002- March 2006
Certification
TESOL (Teaching English to Speakers of Other Languages)
120 hours (September 08 - October 20, 2018)
Work Experience
Freelance Customer Service Representative
March 2021 – present (DHI Corp)
▪ provide accurate information and order taking, exceeding customer expectations for service/support
▪ respond to inbound customer emails in a professional manner and address customer issues
▪ research and resolve a wide variety of customer questions or issues
▪ offer solutions and problem-solving alternatives to satisfy customer concerns
▪ provide customers timely and accurate information reflecting a positive and customer-oriented image of the
organization
▪ maintain a courteous and pleasant demeanor while interacting with external and internal customers
▪ work closely with the Accounting team to resolve disputed credit items
▪ run order reports to ensure customer orders meet service requirements
▪ send order acknowledgments
▪ research shortage claims
▪ must address customer issues and ensure effective handling of customer requests
▪ email distributors for shipment concerns
▪ Run backorder report and new orders
Customer Service /Messaging/Chat/Technical/Email Representative
October 23, 2019 – January 13, 2021 (Telstra Int’l Phils. Inc.)
▪ assisted customers’ inquiries about their bill explanations, disputes, plan changes thru messaging and chats
▪ processed add new services such as broadband which managed to help and guide the customers from the day 1 to the
full connection of the service
▪ took mobile plan orders including accessories and also helped the customers tracking the delayed deliveries
▪ do troubleshooting for broadband connections and emails
▪ orders case managed complaints thru emails and calls
Customer Service /Retention / Sales/ Complaint Representative/ Quality Assurance Analyst
June 23, 2014- October 22, 2019 (Telstra powered by Teletech)
● Provides timely and accurate information to incoming
• Listens and calibrates calls using call flow abiding the
customer order status and product knowledge requests
company’s values and policies
● Processes customers’ orders/changes according to
• Provides feedbacks to team leads for their
established policies and procedures
consultants’ calls for coaching purposes
● Provides immediate feedback to company regarding
• Gives insights about the consultants’ calls to provide
service failures or customers concerns
an excellent customer service experience
● Makes sure or keep the customer from not cancelling
Temporary SME (Subject Matter Expert)
his service(s) by listening the customer and resolving
Order Remediation Specialist
issues, doing right planning, or complaints
• Handles daily brief meetings with the new consultants
● Offers customers getting new or upgrade services or
• Assists consultants’ general enquiry
TV subscriptions
• Takes customers' escalation calls
● Resolve customer’s complaint before it is escalated to
• Provides feedbacks to the Supervisor about the
case manager
consultants’
Temporary Quality Assurance Analyst
Online English Teacher (Homebased)
November 09, 2017 – March 07, 2018 (iCAN/iTALK)
• Had provided general English classes to Vietnamese university and high school students online
• Had given feedbacks to students about their performance in the class
• Had to make corrections to students and more during the class
• Provided speech, grammar, reading and speaking classes
Technical Support/ Customer Service Representative
February - June 2014 (Teleperformance)
• Assisted customers’ troubleshoot their converters
• Dispatched technician to fix wirings and customers’ services
• Educated the customers’ bills and assisted them for any disputes
November 2006 - January 2014 (E-mo Language Studies Corporation)
Camp Supervisor (Family Program)
• Provided an assistance and guidance to each Korean family living in Cebu during the camp season
• Processed simply payroll to the camp teachers
• Handled teachers/ parents meeting
• Evaluated students’ learnings through the whole camp
• Checked the teacher’s lesson plans and classes
• Part of the recruitment team in hiring aspiring teachers in the company by contacting team, doing the initial interview
and observing demo lessons
ESL (English as Secondary Language) Teacher
• One to one class and group class with kids and middle school students aged 2 – 14 years old
• Teaching English to young individuals in a group class setting
• Special one to one class with young or adults
Character Reference
Araceli Jacalan (Asst.Unit Manager)
Prulife UK-
Krish Almirante (Team Lead)
Telstra powered Teletech
0916 - 295 – 2160
Gwendolyn Canada (Team Lead)
Telstra Int’l Phils. Inc-
