Jennelyn D.
Senior Customer Service and Technical Support Specialist
Open to offersNew to PlatformAbout
Jennelyn L. is a seasoned Customer Service and Technical Support Specialist with over 7 years of experience in telecom, financial software, home security, and service-based industries. Her expertise in technical troubleshooting and customer engagement has been honed through her work with companies like Techlog Philippines Inc and Valor Global, where she resolved complex mobile device issues and supported ADT Home Security systems. At Sykes Asia, she provided comprehensive support for QuickBooks Desktop, assisting clients with installation and payroll configurations. She effectively managed billing inquiries and escalation handling in roles with Customer Contact Channels and A1 Home Improvement, where she also served as an Administrative Assistant. Jennelyn's ability to document interactions accurately in CRM systems and collaborate with cross-functional teams has been instrumental in improving customer satisfaction and supporting business growth. Her educational background in Information Technology, with a major in Computer Secretarial from Imus Computer College, complements her robust practical experience.
Experience
Technical Support Specialist
Techlog Philippines Inc (Asurion) · 2024 — 2025Provided frontline technical support for mobile devices, resolving activation and connectivity issues. Ensured customer satisfaction by delivering empathetic assistance and adhering to service level agreements (SLAs). Promoted device upgrades and service enrollments to support revenue growth. Documented all interactions in CRM systems, ensuring case tracking accuracy. Collaborated with tier-2 support teams to escalate complex issues and enhance resolution efficiency.Administrative Assistant / Appointment Coordinator
A1 Home Improvement · 2025 — PresentContacted customers via phone to confirm and remind them of scheduled appointments. Monitored sales representatives’ calendars to ensure proper appointment scheduling and assignments. Managed appointment changes and cancellations based on availability of customers and sales personnel, while updating records in the company’s digital systems accurately. Communicated vital customer information and job details to sales representatives and estimators. Followed up on appointments to ensure that sales representatives had necessary information completed before visits.Customer Service & Technical Support
Valor Global · 2022 — 2024Handled high-volume billing inquiries and escalations with professionalism. Delivered technical troubleshooting for telecom-related device issues and ensured fast resolutions. Supported ADT Home Security customers with panel updates and system checks. Assisted with account changes and new line activations. Enhanced customer retention through effective communication and first-contact resolution.QuickBooks Desktop Technical & Payroll Support
Sykes Asia · 2019 — 2022Guided clients in the installation and troubleshooting of QuickBooks Desktop. Assisted with payroll setup and issue resolution, ensuring accuracy in salary processing. Resolved discrepancies in bank reconciliation and aligned financial data. Supported invoice tracking and reporting for tax preparation and audits. Provided remote technical assistance to non-technical users.CSR
Customer Contact Channels · 2017 — 2018Managed billing and payment inquiries while identifying upsell opportunities. Assisted with account upgrades and new line activations. Coordinated flight change communications and rebooking for airline passengers, while providing travel guidance to alleviate uncertainty. Maintained detailed account documentation to ensure consistent service.
Skills & Expertise
Education
- Information Technology, Major in Computer SecretarialImus Computer College · — — 2014
Interested in this professional?
Sign in as an employer to save this profile or invite Jennelyn D. to a job.
Sign in as an employer