charlesveralcantaragresula@gmail.com | +639325051298 | https://www.linkedin.com/in/charles-ver-gresula/
I’m a seasoned Customer Service / Technical Support pro with hands-on experience in:
- SaaS platforms (Zendesk, Apollo.io)
- Consumer Electronics (headsets, car audio, home theater, TVs, portable/Wi-Fi speakers, computers, smartphones, smartwatches)
- Internet Service Providers (home phone, internet)
I provide multi-channel support—live chat, messaging, and phone—troubleshooting complex issues with timely, customer-centric solutions that boost satisfaction and retention.
Why choose me?
★ Versatility: Tech expertise across electronics, ISPs, and SaaS
★ Customer-Centric: Committed to top-tier support and growth
★ Agile Learner: Quick to master new tools and tackle fresh challenges
Skills
★★★★★ Zendesk (Usage and Administration)
★★★★★ Apollo.io (Usage and Administration)
★★★★★ Technical Troubleshooting
★★★★★ Software Proficiency
★★★★★ Operating System Knowledge
★★★★★ Networking Fundamentals
★★★★★ Hardware Knowledge
★★★★★ Communication Skills
★★★★★ Customer Empathy
★★★★★ Patience
★★★★★ Adaptability
Professional Experience
Apollo.io
Product Advocate (Contractor Role)
June 2024 – July 2025
- Guided users daily through Apollo.io’s prospecting workflows, boosting feature adoption.
- Achieved top 10% chat agent status within two weeks of training.
Zendesk
Technical Support Specialist Engineer
August 2021 – November 2024
-Guided users on how to setup various Zendesk Applications like Support, talk, chat/messaging and explore.
-Troubleshoot issues that the customers report.
-Recommend work arounds for use-case/workflows that’s not natively supported.
Concentrix
Advisor II, Technical Support (Senior Advisor)
July 2018 – July 2021
-Provide peer support for L1 and L2 representatives.
-Troubleshoot issues that the customers report and recommend repair or replacement when needed.
-Escalate trending issues.
Hinduja Global Solutions
Team Leader
November 2016 - June 2018
-Manage the day-to-day activities of the team.
-Develop and implement a timeline to achieve targets.
-Conduct training of team members to maximize their potential.
Hinduja Global Solutions
Subject Matter Expert
May 2016 – November 2016
Subject Matter Expert for Bose
-Provide peer support for L1 and L2 representatives.
-Assist trainers in training new hires.
-Act as a mentor for new hires during nesting.
-Act as temporary team leader when needed.
Hinduja Global Solutions
Technical Support Representative
January 2016 – May 2016
Technical Support Representative for Bose
-Guide customers on how to set up and operate Bose products.
-Troubleshoot issues that the customers report and recommend repair or replacement when needed.
-Escalate trending issues for newly released products.
Hinduja Global Solutions
Technical Support Representative
May 2014 – December 2015
Technical Support Representative for Bell Canada (Home phone and Internet)
-Assist customers in setting up their home phone (new subscribers).
-Assist customers in setting up their Internet Connection (New subscribers, Edit Wi-Fi settings, etc.).
-Assist customers in setting up their Bell Email.
-Troubleshoot issues with the customer's home phone, refer for replacement if required.
-Troubleshoot issues with the customer's Internet, dispatch technician, or send replacement modem/router if needed.
-Troubleshoot issues with the customer's Bell email (unable to send/receive emails, etc.).
Hinduja Global Solutions
Technical Support Representative
June 2013 - May 2014
Technical Support Representative for Sony
-Guide customers on how to operate portable audio devices (headsets, recorders, Bluetooth speakers, car and marine audio systems).
-Troubleshoot issues with portable audio devices and recommend repair or replacement if needed.
-Inform customers of their option for an additional warranty they can purchase for their devices.
Bulacan Ecumenical School
CAT FACILITATOR,
June 2011 – April 2013
- Implemented teaching-learning activities in line with the CAT Program
- Partnered with other teachers so they can tap 4th-year students undergoing the CAT program to help with school activities whenever applicable.
- Prepared lesson plans for the whole program.
- Supervised community service activities in coordination with Local authorities.
Holy Spirit Academy of Malolos
CAT Facilitator,
June 2011 – April 2012
- Implemented teaching-learning activities in line with the CAT Program
- Partnered with other teachers so they can tap 4th-year students undergoing the CAT program to help with school activities whenever applicable.
- Prepared lesson plans for the whole program.
- Supervised community service activities in coordination with Local authorities.
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