Jennylyn D.
Senior Administrative and Customer Support Specialist
Open to offersNew to PlatformAbout
Jenny Lyn Y. is a seasoned Administrative and Customer Support Professional with over 14 years of experience in the electronics industry, supporting major global brands such as Samsung Electronics. She has provided comprehensive operational support, specializing in email and chat support, KPI tracking, and process improvement. In her role as Service Operations Management Specialist at Samsung Electronics Philippines Corporation, Jenny Lyn Y. managed documentation, led system training, conducted audits, and oversaw compliance checks for regional service partners. Her experience extends to coordinating service operations, addressing escalations, and enhancing service delivery through data review and service coordination. Jenny Lyn Y. excelled in remote and multi-team environments, ensuring accuracy in customer support, back-office functions, and reporting across various roles within Samsung Electronics Philippines.
Experience
Service Operations Management Specialist
Samsung Electronics Philippines Corporation · 2018 — 2024Delivered administrative and operational support to regional service partners while overseeing KPIs, service reports, and unaddressed cases for timely resolutions. Facilitated system training, audits, and compliance checks both remotely and on-site, analyzed service data to pinpoint gaps, and suggested process enhancements. Managed documentation, approvals, and coordinated follow-ups across various teams. Contributed to global system testing and ensured compliance with standard processes, enhancing operational efficiency and customer satisfaction through data-informed actions.Regional Service Coordinator
SL Temps Inc. (Samsung Electronics Philippines) · 2015 — 2018Oversaw service coordination and addressed customer concerns across various regions. Maintained precise records of service cases, audits, and compliance documentation. Conducted coaching sessions and quality assessments for service representatives and collaborated with internal teams to ensure cohesive service delivery while reinforcing client relationships through consistent follow-up and resolution of issues.Voice of Customer Support (Back-Office / Escalation)
Samsung Electronics Philippines Corporation · 2013 — 2015Evaluated customer complaints and service scenarios, managing approval and rejection cases according to company policy. Ensured prompt responses to escalations via internal systems while preparing reports and documentation for management review, maintaining a high level of accuracy in a fast-paced environment.Email & Chat Support / Call Center Agent
Samsung Electronics Philippines Corporation · 2010 — 2013Handled email and chat inquiries pertaining to product and service matters, offering technical assistance and service booking support. Addressed escalations and managed follow-ups between customers and service centers, aiming for first-contact resolution when applicable and consistently maintaining professional and empathetic communication with customers.
Skills & Expertise
Education
- Office ManagementInstitution not specified · — — 2005
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