JENNILYN N.
CX Intelligence & Analytics Lead
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Jennilyn P. currently leads as a CX Intelligence & Analytics Lead at Concepcion-Carrier Air Conditioning Company, where she transforms operational data into actionable insights, enhancing performance monitoring and business decision-making. With a robust background in Customer Experience Operations and governance, Jennilyn excels in developing CX performance dashboards that cover customer demand, service execution, and leadership-level monitoring. Her expertise extends to monitoring key indicators to uncover trends, risks, and opportunities for operational improvement. Previously, as CX Operations Manager, she managed daily operational performance, ensured resolution of service-related concerns, and facilitated coordination with internal teams to enhance service delivery. Her role in training and development further supports knowledge transfer and process compliance. With a Bachelor’s degree in Business Administration and a history of accolades in business planning and project execution, Jennilyn brings significant value to CX initiatives in the air conditioning industry.
Experience
CX Intelligence & Analytics Lead
CONCEPCION-CARRIER AIR CONDITIONING COMPANY · 2025 — PresentLeads the transformation of operational data into structured insights aimed at performance monitoring and effective decision-making. Develops and maintains CX performance dashboards that encompass customer demand, service execution, and leadership-level performance monitoring. Identifies trends, risks, and improvement opportunities by monitoring key customer experience indicators. Prepares management-ready reports and analysis for business reviews and operational governance.CX Operations Manager
CONCEPCION-CARRIER AIR CONDITIONING COMPANY · 2023 — 2025Managed operations for customer experience involving inquiries, service-related concerns, and complaint resolutions. Oversaw the daily performance of customer support channels to ensure effective monitoring and resolution of customer issues. Collaborated with internal teams and business partners to enhance service delivery and address customer concerns. Monitored operational indicators such as answer rate and customer satisfaction to assess performance.Training and Development Associate
CONCEPCION-CARRIER AIR CONDITIONING COMPANY · 2021 — 2022Conducted onboarding and training sessions for new hires and business partners. Facilitated process orientations and operational training programs to ensure compliance and readiness. Developed and delivered training materials related to customer service processes and operational standards.BP Communications & Document Compliance Coordinator
CONCEPCION-CARRIER AIR CONDITIONING COMPANY · 2020 — 2021Managed activities concerning communication and document compliance for business partners. Coordinated the submission and monitoring of compliance documents for accreditation and renewals. Prepared and distributed advisories and operational updates to stakeholders.Customer Associate - Ticket Monitoring
CONCEPCION-CARRIER AIR CONDITIONING COMPANY · 2019 — 2020Monitored service tickets to ensure effective assignment to service centers. Coordinated with support teams and business partners to track ticket movement and pending actions.L1 Staff / Associate - Ticket Creation
CONCEPCION-CARRIER AIR CONDITIONING COMPANY · 2019 — 2019Created work tickets based on service requests received from customers and partners. Ensured accurate processing and assignment of requests to service centers within expected timelines.Rapid Response Operations Officer
CONCEPCION-CARRIER AIR CONDITIONING COMPANY · 2018 — 2019Handled Level 2 customer escalations regarding service issues and special requests. Monitored open service requests and coordinated timely updates for customer recovery and resolution.Customer Service Agent
ASIAFREIGHT LOGISTICS INC. · 2017 — 2018Acted as the coordination point for clients and operational teams regarding shipments. Monitored various shipment details including status and documentation requirements.Accounting Assistant / Encoder
AFREIGHT PHILIPPINES INC. · 2016 — 2017Encoded official receipts and packing lists while supporting payment processes and shipment records validation.Customer Service Representative - Airline Account
C3 / CUSTOMERCONTACTCHANNELS · 2016 — 2016Handled customer inquiries regarding airline bookings and travel-related concerns, providing support for booking changes as needed.
Skills & Expertise
Education
- Bachelor of Science in Business Administration, Major in Entrepreneurial ManagementFirst Asia Institute of Technology and Humanities · 2012 — 2016