Jennylyn King
Pateros, Metro Manila
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Consistently delivers results and enhances customer satisfaction through strategic insights and effective communication.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Analyst
TELUS International Philippines
08.2017 - 03.2020
- Conducted call monitoring in line with agreed service quality plan.
- Analyzed customer feedback to identify trends and make recommendations for process improvements.
- Facilitated calibration sessions to bring about consistency in evaluation.
- Conducts root cause analysis on recurring issues, driving proactive solutions to reduce future occurrences.
- Wrote grammatically sound documents and presentations and crafted messages at right level.
- Took calls to remain in the process domain.
Operations Technical Support
TELUS International Philippines
04.2014 - 08.2017
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
- Aid customers with technical issues about their internet, IPTV, email, internet security and telephone service.
- Document necessary account information and offer solutions that benefit the customer
Technical Support Representative
Acquire Asia Pacific
04.2013 - 09.2013
- Provided assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Technical Support Representative
StarTek Philippines
01.2012 - 02.2013
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Education
Undergraduate - AB English
University of The East
Manila, Metro Manila, PhilippinesSkills
- Customer support
- Microsoft windows and office/ GSuite
- Problem-solving
- Multitasking
- Active listening
- Adaptability and flexibility
- Analytical skills
Certification
- Six Sigma White Belt, 2019
- OnTrac Star Certification, 2011
- Leadership Effectiveness and Development Program (L.E.A.D.), 2010
Languages
Filipino
English
Reference/s
Available upon request
Timeline
Customer Experience Analyst
TELUS International Philippines
08.2017 - 03.2020
Operations Technical Support
TELUS International Philippines
04.2014 - 08.2017
Technical Support Representative
Acquire Asia Pacific
04.2013 - 09.2013
Technical Support Representative
StarTek Philippines
01.2012 - 02.2013
Undergraduate - AB English
University of The East
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