April Encarnado

Dedicated Customer Service Representative with over 2 years of experience providing email and chat support in a fast paced BPO environment. Skilled in resolving customer concerns, troubleshooting account issues and delivering exceptional customer experiences. Strong communicator with excellent problem solving abilities, attention to detail, and a commitment to maintaining high customer satisfaction. Quick learner who adapts easily to new systems and processes.

EMAIL & CHAT SUPPORT SPECIALIST - TELEPERFORMANCE

(2020-11 - 2023-06)

• Assisted customers with account related concerns through email and live chat.
• Investigated and resolved customer issues efficiently while maintaining quality standards.
• Managed a high volume of customer inquiries with professionalism and accuracy.
• Documented customer interactions using CRM systems.
• Escalated complex concerns to appropriate departments when necessary.
• Maintained high customer satisfaction by providing timely and effective solutions.
• Followed company policies and service level agreements (SLAs).

Bachelor of Arts - Communication - STI West Negros University (2014 - 2018)

High School Diploma - Bacolod City National High School (2014-03)