Jaylyn Facun
Mabalacat, Province Of Pampanga
Summary
Skilled in troubleshooting and customer service, with knack for problem-solving and clear communication. Quick to learn and adapt, demonstrating reliability and proactive approach. Eager to contribute to team success and ensure smooth operations, always focusing on user satisfaction and efficiency.
Overview
11
11
years of professional experience
Work History
Service Desk Analyst 3
Damstra Technology
02.2022 - 08.2024
- Efficiently managed high-volume ticket queues, prioritizing urgent requests to ensure timely resolution.
- Delivered multi-channel user support via phone, chat, and email, addressing client concerns, requests, and inquiries.
- Reduced ticket resolution times through strong troubleshooting skills and effective communication.
- Took full ownership of issues from initial report through to successful resolution, ensuring customer satisfaction.
- Accurately triaged incoming tickets to appropriate resources, teams, or departments for effective handling.
- Maintained deep understanding of company products and client needs to provide tailored support.
- Ensured compliance with defined SLAs, KPIs, and performance metrics as a key team resource.
- Communicated clearly and professionally in English, both verbally and in writing.
- Performed document and requirement validation and verification in accordance with established qualifications and timelines.
- Applied critical thinking and independent decision-making to resolve complex issues efficiently.
Technical Support Representative
Concentrix
04.2021 - 02.2022
- Handled both inbound and outbound calls while consistently achieving first-call resolution targets.
- Delivered clear, step-by-step technical support to assist users in resolving issues efficiently.
- Performed account modifications, including adding/removing line services, updating plans, and processing device changes.
- Provided accurate and empathetic assistance with billing inquiries, adjustments, and dispute resolutions.
Customer Service Representative
IQor SM Clark
07.2013 - 03.2021
- Resolved customer complaints with empathy and professionalism, resulting in increased customer loyalty and repeat business.
- Maintained composure and effectiveness in high-stress situations, successfully de-escalating disputes and conflicts.
- Enhanced customer satisfaction by providing prompt, accurate information and addressing concerns efficiently.
- Handled a high volume of telephone calls while consistently meeting key performance indicators (KPIs).
- Processed account-related requests, including refunds, billing disputes, and clarification of billing issues.
- Applied changes to customer accounts such as adding/removing lines, activating devices, updating details, and modifying plans.
- Created new customer accounts and ensured accurate setup in accordance with company policies.
- Assisted customers with technical troubleshooting and provided step-by-step walk-throughs to resolve issues.
Education
Nursing Undergraduate
Our Lady of Fatima University
Valenzuela, Metro Manila, PhilippinesSkills
- Customer service expert
- Multi-Channel Support (Phone, Chat, Email)
- Good Communication (Written & Verbal)
- Critical Thinking & Problem Solving
- Computer Literate
- Dedicated and detail-oriented
- Collaborative team player
- Fast Learner and Flexible
- Can work independently and well organized
Timeline
Service Desk Analyst 3
Damstra Technology
02.2022 - 08.2024
Technical Support Representative
Concentrix
04.2021 - 02.2022
Customer Service Representative
IQor SM Clark
07.2013 - 03.2021
Nursing Undergraduate
Our Lady of Fatima University
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