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Jeriel Pondar

@jerielpondar

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Customer-focused support professional driving quality service, issue resolution, and sales-ready lead qualification.

Philippines

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What I'm looking for

I seek a role where I can resolve customer issues, drive satisfaction and sales, work with collaborative teams, and grow into leadership or specialist support roles.

I am a customer-focused support professional with extensive experience in voice, chat, and email channels, delivering technical support, client engagement, and appointment-setting for property and consumer markets. I consistently meet KPIs, handle escalations, and maintain accurate CRM and ticket records to support business outcomes.

I bring empathy, active listening, and a solutions-first mindset to every interaction, with a proven track record in upselling, troubleshooting complex technical issues, and coordinating cross-functional teams to improve user satisfaction and process compliance.

Experience

Work history, roles, and key accomplishments

Business Development Representative

Williams Corporation

Apr 2025 - Sep 2025 (5 months)

Handled high-volume outbound calls to qualify leads and schedule property viewings, consistently achieving appointment-setting KPIs and improving lead quality. Maintained accurate CRM records to support sales conversion goals and ensured data integrity.

Outbound Sales Lead Qualification Appointment Setting CRM Client Engagement Data Entry KPIs Communication

Customer Support Specialist

Concentrix

May 2024 - Mar 2025 (10 months)

Provided chat and email support to global content creators, resolving platform, account, and policy issues while coordinating escalations to improve user satisfaction. Documented cases accurately in ticketing systems to maintain workflow consistency.

Chat Support Email Support Ticketing Systems Escalation Management Customer Satisfaction Documentation

Customer Service & Sales Associate

Cognizant

Jun 2021 - Feb 2024 (2 years 8 months)

Assisted U.S. customers with orders, returns, and inquiries via inbound calls while identifying upsell opportunities and consistently meeting productivity and quality targets. Maintained CRM records to track interactions and outcomes.

Inbound Upselling CRM Order Management Quality Assurance Customer Engagement Problem Solving

Technical Support Representative

Qualfon

Aug 2019 - Mar 2021 (1 year 7 months)

Delivered Tier 3 technical support for telecom services, resolving complex connectivity, billing, and account issues and handling high-priority escalations before management intervention. Documented interactions in ticketing systems for compliance and reporting.

Escalation Management Billing Support Ticketing Systems Process Adherence Documentation