John Leo Fontanilla

Experienced BPO professional with over 7 years in customer service, sales, and subject matter expertise across leading organizations. Proven ability to resolve complex issues, support operational excellence, and consistently meet performance targets. Recognized for strong communication, adaptability, and a commitment to delivering high-quality service in fast-paced environments.

Data Evaluator at Neowork (2026-02 – Present)

Individual Contractor providing technical support and data evaluation services

• Provided technical support and troubleshooting for customer devices
• Delivered efficient, customer-focused service
• Promoted relevant products based on customer needs

Sales Tech at Asurion (2025-10 – 2025-12)

Provided technical support and sales assistance for customer devices

• Provided technical support and troubleshooting for customer devices
• Delivered efficient, customer-focused service
• Promoted relevant products based on customer needs

Senior Associate at Capital One (2024-03 – 2025-06)

Data annotation and quality assurance for AI model training

• Followed detailed annotation guidelines to ensure high accuracy and consistency across datasets
• Conducted quality assurance checks on completed annotations to maintain dataset integrity
• Contributed to improving AI conversational quality and response reliability

Senior Agent at iQor (2021-09 – 2024-03)

Expert customer support and team mentoring

• Achieved Rank 1 Agent with the highest Customer Satisfaction Score
• Delivered expert customer support, handling escalations and resolving issues efficiently and professionally
• Mentored new agents by sharing best practices, improving team performance and quality scores

Subject Matter Expert / Sales Advisor II at Concentrix (2018-10 – 2021-08)

Subject matter expertise, coaching, and sales advisory services

• Ranked as Top 3 expert with one of the highest Customer Satisfaction Score for 3 consecutive months
• Acted as a product and process expert, assisting frontline agents with complex inquiries and escalations
• Facilitated coaching sessions to enhance team knowledge, communication skills, and sales performance

Bachelor of Science in Human Resource Management – STI – Sta. Rosa (2016 – 2017)