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Camille Panontongan

@camillepanontongan

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Customer Support Lead with expertise in technical support and training.

Philippines

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth while allowing me to leverage my technical support and training skills.

I am a dedicated Customer Support Lead with extensive experience in technical support and training within the financial services sector. At Broadridge Financial Solutions, I have successfully designed and implemented comprehensive training plans that have enhanced team performance and improved client satisfaction. My role involves not only onboarding new hires but also providing ongoing training to ensure our team remains knowledgeable about evolving product features and client needs.

Previously, as a Senior Technical Support Engineer, I honed my skills in troubleshooting complex issues related to SaaS products, collaborating closely with clients and internal stakeholders to deliver effective solutions. My background as an Application Support Analyst at Accenture further solidified my ability to manage critical business systems and ensure seamless operations. I am passionate about leveraging my technical expertise to drive customer success and foster a collaborative team environment.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Lead

Current

Broadridge Financial Solutions

May 2025 - Present (1 month)

Designed and implemented training plans and materials for team-supported products, conducting onboarding and refresher training sessions. Created and maintained up-to-date training videos and documentation, including internal wikis, to reflect evolving product and process changes. Served as a liaison between Product Managers and the team to communicate client needs and feedback, while also handlin

Training Development Onboarding Documentation Product Management Liaison Technical Support Communication Problem Solving Product Training Client Relationship Management

Senior Technical Support Engineer

Broadridge Financial Solutions

Sep 2021 - Present (3 years 9 months)

Provided technical product support for complex problems on SAAS products, identifying and solving issues within multiple components of critical business systems. Interacted with customers and internal stakeholders to isolate and quickly resolve problems based on SLAs. Created functional and technical documentation of the application and conducted training for junior resources.

Technical Support SaaS Troubleshooting SLA Management Documentation Training Root Cause Analysis Jira ServiceNow SQL

Application Support Analyst

Accenture

Jul 2017 - Present (7 years 11 months)

Responsible for the seamless functioning of the Supply Chain – Logistics (Transportation Management) Application, ensuring a great customer service experience. Worked on user-reported issues via ServiceNow and JIRA ticketing, and facilitated various Windows and Unix platform app server patching activities. Maintained application accounts and certificates, created functional and technical documenta

ServiceNow Jira Windows Server Unix Confluence Automation Scripting Supply Chain Logistics Incident Management

Education

Degrees, certifications, and relevant coursework

Polytechnic University of the Philippines, Quezon City Campus

Bachelor of Science, Information Technology

Completed a comprehensive curriculum focused on information technology principles and applications. Gained foundational knowledge in various IT domains, preparing for a career in the technology sector.