Open to opportunities

April Jane Mendez

@apriljanemendez

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Customer service specialist with 3+ years in call centers, training teams, and delivering high-quality remote support.

Philippines

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What I'm looking for

I seek remote or on-site roles in customer support or training where I can coach teams, resolve escalations, and improve customer satisfaction.

I am a dedicated customer service specialist with over three years of call center experience across retail, telco, and escalation support. I have consistently met performance metrics, earned recognition as a Top CSR Agent, and developed strong written and verbal communication skills for phone, chat, and email channels.

As a Subject Matter Expert and trainer, I coached agents, led knowledge-sharing sessions, and provided live support to improve team performance. I am adept at conflict resolution, escalation handling, CRM documentation, and working remotely as a virtual assistant or customer support agent.

Experience

Work history, roles, and key accomplishments

Chat Support Specialist

Qualfon

Aug 2024 - Jan 2025 (5 months)

Delivered prompt, accurate chat support for complex order and account issues, managed escalations professionally, and maintained customer trust through effective written communication and multitasking.

Chat Support Written Communication Multitasking Customer Service CRM Tone Management Problem Solving

Subject Matter Expert

Qualfon

Jan 2024 - Jul 2024 (6 months)

Monitored and evaluated agent performance, provided hands-on support during live interactions, and facilitated coaching sessions and knowledge sharing to improve service quality and adherence to processes.

Coaching Training Quality Assurance Knowledge Management Performance Monitoring CRM Communication

Customer Service Representative

Qualfon

Oct 2022 - Dec 2023 (1 year 2 months)

Assisted customers across retail inquiries—orders, returns, refunds—and resolved issues via phone, chat, and email while meeting CSAT, FCR, and AHT performance metrics.

Phone Support Email Support Chat Support CSAT FCR AHT CRM

Customer Service Representative

Qualfon

Mar 2022 - Aug 2022 (5 months)

Handled telco customer inquiries including billing, network troubleshooting, and plan upgrades, resolving issues within SLAs and documenting interactions in the CRM to maintain service records.

Technical Support Billing Support Troubleshooting SLA Management CRM Documentation

Missionary Leader

The Church of Jesus Christ of Latter-day Saints

Nov 2019 - Jun 2021 (1 year 7 months)

Planned and implemented outreach strategies using digital tools, trained and mentored volunteers, and developed cross-cultural communication and conflict resolution skills.

Leadership Outreach Training Cross Cultural Communication Conflict Resolution Mentoring