April Reyes-Sumarago
3207 Mabini St., Población Makati City
Phone: -
Email:-
QUALIFICATIONS:
• Timely troubleshoot and respond to customer issues by meeting stated level agreements.
• Hardworking and willing to learn more and be trained prior to the company’s line of business
• Easy to acclimate with others showing very good interpersonal skills
• Excellent verbal and written English communication skills.
WORK HISTORY:
Technical Support Representative, Infinit-O Inc | Top Hat | Makati, Philippines – July 2019 – Present
• Act as a customer advocate.
• Assisted the students and professors regarding on their inquiry with software, appealing grades/attendance, creating course, adding textbook on the course and many more.
Technical Support Representative, Open Access BPO | UiPath |Makati, Philippines – Jan 2019 – July 2019
• Act as a customer advocate.
• Assisted the customer regarding to their RPA (Robotic Process Automation) inquiry.
Technical Support Representative, Visaya Knowledge Process Outsourcing (VKPO) | Makati, Philippines - Feb 2018 - Jan 2019
• Technical Support, NA Chat, Outbound Caller, Forum agent, Email & Chat Support for US/AU/UK/NL region, Handling Supervisor/Manager Call, Compliance Team and etc.
Technical Support Representative | IBEX Davao Inc., | Davao, Philippines – June 2017 – November 2017
• Act as a customer advocate.
• Provided answers to the customer regarding with their billing inquiry, taking order for Internet connections and phone plan subscription for AT&T ISM.
Customer Support Representative | iQor (Philippines), Inc. | Davao, Philippines - April 2017 - June 2017
• Assisting the customer's when it comes to placing an order with 1800-flowers. Answer customer's inquiry regarding to billing, status of the order, and other inquiries.
Technical Support Representative – Convergys, Microsoft Xbox Billing for US/Canada – July 2016 – November 2016
• Act as a customer advocate.
• Providing assistance to the customer when it comes to billing inquiry, Xbox games troubleshooting and Xbox unit.
Technical Support Representative – RingCentral US/Canada/UK/BT Support – March 2015 – July 2016
• Act as a customer advocate.
• Providing assistance to the member when it comes to phone system.
Fashion Consultant - JustFab/ShoeDazzle/Fabletics, Offsourcing January 2014 – Feb 2015
• Act as a customer advocate.
• Providing assistance to the member when it comes to know the status of the order, placing the order, explaining abou the VIP Membership Program and retain the member.
Customer Account Executive – COMCAST, Teleperformance, May 2013 – November 2013
• Act as a customer advocate.
• Activation for Comcast Cable Box, Modem and Phone.
Senior Technical Support Expert – Netgear, Concentrix, October 2009 – May 2013
• Act as a customer advocate.
• Strategize pre-planned action items and goals in a daily to quarterly basis
• Monitors and drives results for top-notched performance
• Covers coaching activities to agents (performance or behavioral issues)
• Provides reports vital to team improvement
TRAININGS ATTENDED:
Fire Safety and Emergency Procedures Seminar/Workshop (Level 2), June 2012
Basic Fire Safety Awareness Seminar, May 28, 2012
Leadership Enhancement and Achievement Program, Concentrix, March 2012
Medical First Responder Training Course, January 24 – 28, 2011
Disaster Risk Reduction and Management Seminar, September 28 – 29, 2010
First Aid and Basic Life Support Training, August 23 – 25, 2010
EDUCATION:
College: Holy Cross of Davao College
Bachelor of Science in Commerce Major in Management Accounting (Undergrad)
Secondary: Davao City National High School
Elementary: Quezon Elementary School
AWARDS:
Top Agent Performer for VKPO, July 2018
Top Agent Performer for VKPO, May 2018
Top 10 Performer for IBEX, July 2017
Top 5 Performer for Convergys, Oct 2016
Top Performer for RingCentral, March 2016
Top Performer for RingCentral, Nov 2015
Top Performer for RingCentral, Oct 2015
Executive Award for JustFab, Offsourcing December 2014
Top Performer for Comcast, Teleperformance September 2013
Top Performer for Comcast, Teleperformance August 2013
Top Performer for Concentrix 2012
Customer Champion Award for Circle of Excellence 2012
October Runners Up of Raving Fans 2012
Concentrix Club O for Second Quarter of 2012
Concentrix Club O for First Quarter of 2012
August Runners Up of Raving Fans 2012
Annual Perfect Attendance for 2012
Annual Perfect Attendance for 2010
December - Monthly AHT Winner 2010
November - Monthly AHT Winner 2010
February – Metriculons Monthly Performance Award 2010
February – The Service Extraordinaire Most Improved Performance Award 2010
REFERENCE:
Reference will be provided upon request
