Open to opportunities

Jenalyn Alcala

@jenalynalcala

Technical Support Specialist with 9+ years delivering long-term resolutions, CRM-driven support, and customer satisfaction improvements.

Philippines

Message

What I'm looking for

I’m looking for a fast-paced, work-from-home friendly role where I can own technical troubleshooting and ticket escalations, track KPIs, and improve customer retention through clear communication and reliable reporting.

I’m a results-driven Customer Service and Technical Support Specialist with 9+ years of experience in technical troubleshooting, account management, sales support, escalation handling, and remote administrative operations. I focus on delivering long-term resolutions that improve customer retention and satisfaction.

I’ve supported US-based operations through independent remote coordination—researching and preparing organized reports, creating PowerPoint training materials, and building Excel performance trackers to improve efficiency. I also maintained accurate documentation and business records using Microsoft Word.

In customer-facing and technical support roles, I delivered step-by-step troubleshooting for mobile devices and electronics while managing ticket escalations and coordinating with back-office teams for resolution. I contributed to revenue growth by supporting upselling device protection plans and helping reduce cancellation rates under Project Rockstar.

I’m also experienced in performance monitoring and team support, including KPI tracking, end-of-day reporting, email-based escalation communication, and coaching assistance. I bring a detail-oriented, dependable approach that works well in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Dispatcher / Personal Assistant

Globex

Jan 2025 - Jan 2026 (1 year)

Provided remote administrative and operational support for a US-based client, including research and organized reporting. Created PowerPoint training materials, Excel performance trackers, and maintained business records using Microsoft Word.

Remote Administrative Support Research And Reporting PowerPoint Excel Performance Tracking Microsoft Word Document Management

Technical Support Specialist

Asurion

Jan 2024 - Jan 2025 (1 year)

Supported mobile and electronics troubleshooting through step-by-step technical assistance. Managed ticket escalations with back-office teams and contributed to revenue growth via upselling device protection plans.

Technical Troubleshooting Upselling Customer Retention Back Office Mobile Device Support Electrical Support Escalation Handling Ticket Resolution

Customer Service Representative

iQor

Jan 2022 - Jan 2023 (1 year)

Resolved customer billing, account, and order-related concerns to maintain high customer satisfaction. Supported account management, payments, and service inquiries in a high-volume call center environment.

Customer Service Billing Support Account Management Order Processing Payments Support Payment Support High Volume Process Support

Customer Service Representative (Remote)

Afni

Jan 2019 - Jan 2021 (2 years)

Handled billing disputes, payment concerns, tracking issues, and sales inquiries to support customer retention. Provided accurate account management and order processing assistance and helped team members with process clarifications.

Customer Retention Billing Disputes Payment Support Sales Support Account Management Order Processing Team Support

Supervisor Assistant (Technical Support)

Alorica

Jan 2016 - Jan 2019 (3 years)

Monitored performance metrics, prepared end-of-day reports, and assisted with coaching plans to improve team performance. Provided technical troubleshooting, managed customer escalations via email, and supported supervisors with administrative and managerial tasks.

Performance Metrics Coaching Support Technical Troubleshooting Escalation Handling Email Communication Administrative Support

Technical Support Specialist

Convergys

Jan 2016 - Jan 2017 (1 year)

Resolved high-volume technical issues while maintaining professionalism and service quality. Provided step-by-step troubleshooting support for TV box devices to ensure issue resolution and customer satisfaction.