# JENINA GAIL AYUBAN

JENINA GAIL AYUBAN is a remote worker on Himalayas, Customer Service Analyst at Accenture, based in Philippines.

Source: https://himalayas.app/@jeninagailayuban

```text
I improve customer support operations through service analysis, reporting dashboards, and effective issue resolution.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Philippines |
| Authorized to work in | Philippines |
| Salary expectations | 80k+ PHP |
| Job categories | Customer Service Analyst, Customer Service, Virtual Assistant |
| Skills | Customer Support, Problem Solving, Creativity, Leadership, Conflict Resolution, Appointment Scheduling, Claims Processing, Administrative Support, Peer Mentoring, Customer Satisfaction, Service Level Agreements, Support Metrics Analysis, First Call Resolution, Average Handle Time, Excel, Power BI, Reporting Dashboards, Root Cause Analysis, Ticket Routing, Bug Reporting |
| LinkedIn | https://www.linkedin.com/in/jenina-ayuban-57403736a |

## What I'm looking for

```text
I'm looking for a customer-focused support or virtual assistant role where I can resolve complex issues, improve workflows through reporting and analysis, and contribute to a collaborative team.
```

## About

```text
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

### Customer Service Analyst

[Accenture](https://himalayas.app/companies/accenture). Sep 2024 - Aug 2026

```text
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.
```

Skills: Data-Analysis, Excel, Power-BI, Root-Cause-Analysis, Reporting, Cross-Functional-Collaboration

### Customer Service Representative

[Accenture](https://himalayas.app/companies/accenture). Jul 2022 - Sep 2024

```text
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).
```

Skills: Customer-Support, Conflict-Resolution, Problem-Solving, Communication-Skills, Active-Listening, SLA-Compliance

## Education

### Technological Institute of the Philippines

Bachelor of Science, Information Technology. 2021 - 2025

```text
Pursued a Bachelor of Science in Information Technology, focusing on the application of technology to solve business problems.
```

## Tech stack

- Microsoft Excel
- Power BI

To contact JENINA GAIL, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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