Grace Ann Contillo
Technical & Sales Representative | Trainer
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About
Experienced professional with a background as a Trainer, enhancing expertise in Customer Service and Technical Support. Skilled in guiding customers through troubleshooting, resolving issues efficiently, and delivering clear communication. Proficient at identifying sales opportunities, addressing objections, and securing customer agreement to drive satisfaction and results.
Recognized for being hardworking, reliable, and highly adaptable in fast-paced environments with changing daily demands. Consistently goes beyond standard service expectations by paying close attention to detail, proactively supporting team success, and maintaining a customer-focused mindset.
Experience
Technical support representative - ASURION (TECHLOG CENTER PHILIPPINES – NUVALI, LAGUNA) - Nuvali, Laguna
(2026-02 - 2026-07)
- Assisted customers with device activation, setup, and network connectivity troubleshooting.
- Guided customers through account management tasks, including account verification, service updates, and feature navigation.
- Processed warranty and insurance claims, including Certified Like-New replacement requests and repair appointment scheduling.
- Promoted and sold home device protection plans by identifying customer needs and explaining product benefits.
Trainer - AFNI PHILIPPINES INC. - Sta. Rosa, Laguna
(2024-10 - 2026-02)
- Delivered training sessions aligned with established curricula.
- Led onboarding and upskilling for new and tenured staff.
- Designed and facilitated interactive training programs.
- Provided tailored one-on-one coaching to strengthen communication and job-specific skills.
- Immersed students in real-world scenarios through role-playing and simulations.
Customer Service Representative - AFNI PHILIPPINES INC. - Sta. Rosa, Laguna
(2024-04 - 2024-10)
- Handled account and billing inquiries.
- Provided basic mobile troubleshooting.
- Processed plan and service changes.
- Promoted plan upgrades and additional lines through soft selling.
Technical Support Representative – Phone Associate - SUTHERLAND GLOBAL SERVICES INC. - Carmona, Cavite
(2022-09 - 2023-10)
- Handled inbound customer calls for internet, VOIP, and TV services.
- Guided residential troubleshooting processes.
- Assessed account changes and product replacements.
- Managed technician appointments including scheduling, rescheduling, and cancellations.
Production Inspector - MEINAN PHILIPPINES INC. - Binan, Laguna
(2022-07 - 2022-08)
- Inspected and tagged defective products.
- Transferred items to the next processing stage.
- Updated inventory records of transferred products.
Chat Support Advisor - FREIGHT PROCESS OUTSOURCING SOLUTIONS INC. - Palo, Leyte
(2022-02 - 2022-06)
- Handled order inquiries on discounts and delivery status.
- Processed refunds or replacements.
- Investigated and resolved lost or defective shipments.
ON-THE-JOB TRAINING - OFFICE OF THE OMBUDSMAN, REGION 8 - Tacloban, Leyte
(2018-11 - 2018-12)
Education
Bachelor of Science - Nursing (3rd Year Undergraduate Level) - Colegio de Sta. Lourdes of Leyte Foundation Inc. – Tabontabon, Leyte (2019 - 2022)
Senior High School Graduate - General Academic Strand - Palo National High School, Pawing Annex– Pawing, Palo (2017 - 2019)
Junior High School Graduate - Special Program for Journalism - Palo National High School - Palo, Leyte (2012 - 2017)
Elementary Graduate - Gacao Elementary School - Palo, Leyte (2006 - 2012)
