Jerlyn M.
Junior BPO Customer Service Representative
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About
Jerlyn M. is a detail-oriented professional with 4 years of experience in the BPO industry, focusing on customer service and virtual assistance. As an Inbound Call Center Agent at Quantrics Enterprise Inc. for a telecommunications client, Jerlyn managed over 50 customer interactions daily, implemented a feedback system that doubled customer satisfaction ratings, and collaborated with technical teams to resolve complex service issues. At Teleperformance, supporting a retail business account, Jerlyn handled billing inquiries, service upgrades, and order processing using platforms such as FedEx, UPS, and Purolator—achieving an 80% increase in upsells and earning a performance award. After completing specialized Virtual Assistant training, Jerlyn now brings experience in administrative support, email management, calendar scheduling, and data entry, using tools like Google Workspace and CRM systems to support business operations remotely.
Experience
Inbound Call Center Agent
Quantrics Enterprise Inc. · 2024 — 2025Provided exceptional service to more than 50 customers each day by addressing inquiries and resolving issues. Engaged with technical support teams to troubleshoot complex service problems, ensuring effective and timely resolutions.Chat Support Call Center
Teleperformance · 2021 — 2024Assisted customers with billing inquiries, service upgrades, and account management, successfully enhancing upsell opportunities. Processed orders, forms, and monitored shipments using carrier platforms such as FedEx, UPS, and Purolator.
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