Annalyn Serna

I am a highly motivated and resourceful Technical Support Specialist with over 10 years of experience in software support, IT helpdesk, and customer service. My background spans the tech and Business Process Outsourcing (BPO) industries, where I have developed a proven ability to resolve complex technical issues efficiently.

My core strength is in Application & Software Support and Troubleshooting & Root Cause Analysis. I am adept at managing the entire support lifecycle, including maintaining robust ticketing systems, escalating issues to development and engineering teams when necessary, and driving continuous improvement in support tools and processes. In my role as a Customer Support Analyst at Etrading Software Limited, I was responsible for troubleshooting and resolving software issues, conducting performance analyses, and guiding new clients through the onboarding process to ensure a successful setup.

I am highly proficient with a wide array of tools critical for modern support environments, including Jira, Zendesk, and Salesforce for CRM and ticketing. Furthermore, I have experience with Technical Documentation and Knowledge Base Management, ensuring that solutions are well-documented and accessible. My experience also includes sales support and managing partner communications for IT security products and services from my time at Concentrix Philippines.

Whether providing omnichannel support for a major search engine account (Sykes Asia) or supporting platform users for an e-commerce giant (Shopee Philippines), my commitment remains focused on delivering outstanding user experiences and enhancing support quality. I am skilled in both technical and customer communication, which allows me to effectively liaise with internal teams, infrastructure vendors, and stakeholders. My goal is to leverage my comprehensive experience to maintain high customer satisfaction and streamline operations.