Arzen A.
Senior Customer Support Team Manager
Open to offersNew to PlatformAbout
Jimalyn T. is a seasoned Virtual Professional hailing from Manila, Philippines, with over nine years of progressive experience in customer support, team leadership, and financial operations. Throughout her career, she has honed her expertise in email management, CRM systems, and data organization. Her role as Team Manager at Alorica Philippines required her to manage escalations, validate customer concerns, and independently execute corrective tasks. Jimalyn's adeptness in auditing payroll and account updates was crucial in ensuring data accuracy and compliance. She successfully led over 15 agents by implementing SMART action plans and data-driven coaching. Previously, she served as a Technical Support Representative at Telus International and Harte Hanks Philippines, effectively resolving technical issues and managing case documentation. Her academic background includes a Bachelor's degree in Business Administration with a major in Marketing from Universidad de Manila.
Experience
Team Manager
Alorica Philippines · 2019 — 2026Oversaw client emails, escalations, and high-priority customer concerns. Conducted audits for customer issues, executed corrective actions, and managed professional email correspondence for resolutions. Handled payroll auditing and reviewed customer requests to ensure data accuracy and streamline transaction workflows. Audited account updates in Vertexon and D365 for data accuracy and maintained file documentation for compliance. Utilized Trello for task tracking, Google Calendar for scheduling, and Google Workspace for communication. Led over 15 agents using SMART action plans and data-driven coaching to achieve operational performance.Technical Support Representative
Telus International Philippines · 2018 — 2019Addressed complex technical issues through multi-channel support, ensuring customer satisfaction with timely communication. Documented service dispatch requests and maintained 100% accuracy in case documentation using DesktopOne and Lynx CRM.Technical Support Representative
Harte Hanks Philippines · 2016 — 2018Handled technical concerns with professional communication to ensure efficient issue resolution. Provided real-time remote assistance for hardware and software issues while upholding strict data privacy standards. Managed data entry and case tracking using Global Customer Interaction Center (GCIC) for effective record management.
Skills & Expertise
Education
- Bachelor's Degree in Business Administration major in MarketingUniversidad de Manila · — — 2016