jonalene suralta

I am a dedicated Customer Service Representative with over 2 years of experience in a call center environment, specializing in sales, customer care, and technical support. My journey in customer service has equipped me with the skills to handle over 50 customer interactions daily, ensuring high satisfaction and prompt issue resolution. I take pride in achieving a consistent customer satisfaction score of over 95% in quarterly reviews, reflecting my commitment to delivering exceptional service.

In my role at Ibex Philippines, I provided Tier 1 and Tier 2 technical support, managing an average of 40+ tickets daily. I utilized tools like Freshservice and Salesforce to track service issues and ensure timely resolutions in line with SLA targets. My ability to troubleshoot hardware, software, and network issues across various systems has not only improved customer experiences but also contributed to a 15% increase in overall system uptime through effective collaboration with cross-functional teams.