JENINA GAIL AYUBAN
@jeninagailayuban
I improve customer support operations through service analysis, reporting dashboards, and effective issue resolution.
PhilippinesWhat I'm looking for
I've supported customers at Accenture through voice, chat, claims processing, and complex escalations, maintaining 95%+ CSAT through active listening and rapid resolution.
As a Customer Service Analyst, I analyze FCR, AHT, and CSAT, build Excel and Power BI dashboards, and use root-cause analysis to reduce wait times by 18% and repeat inquiries by 15%.
Experience
Work history, roles, and key accomplishments
Analyzed support metrics (FCR, AHT, CSAT) across multiple channels, identifying operational bottlenecks that reduced average customer wait times by 18%. Built custom Excel and Power BI reporting dashboards to track daily call queue trends and highlight recurring customer friction points for leadership.
Handled inbound voice and chat support accounts, achieving a 95%+ Customer Satisfaction (CSAT) rating through active listening and rapid problem resolution. Managed end-to-end processing of customer replacement and repair claims, ensuring compliance with service level agreements (SLAs).
Education
Degrees, certifications, and relevant coursework
Technological Institute of the Philippines
Bachelor of Science, Information Technology
2021 - 2025
Pursued a Bachelor of Science in Information Technology, focusing on the application of technology to solve business problems.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Skills
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