Jennilyn Reyes

Technical Support and Number Portability professional with over 15 years of experience in the BPO and telecommunications industry. Experienced in technical troubleshooting, VoIP systems, CRM platforms, Salesforce, JIRA, and customer support. Proven ability to resolve complex technical issues, collaborate with engineering teams, and manage end-to-end number porting projects while maintaining excellent customer satisfaction.

Strong analytical, problem-solving, and communication skills with extensive experience supporting enterprise customers.

Number Portability Engineer - Five9 Philippines

(2019 - 2025)

• Managed end-to-end number portability requests while ensuring compliance with telecommunications regulations.
• Coordinated with carriers, engineering teams, and customers to ensure timely activation and successful port completion.
• Investigated and resolved complex porting issues using technical analysis and root cause investigation.
• Maintained accurate documentation and tracked porting requests through Salesforce and JIRA.
• Collaborated with network operations and customer support teams to improve porting efficiency and customer satisfaction.
• Analyzed porting trends and recommended process improvements to reduce delays.

Technical Support Engineer - Five9 Philippines

(2013 - 2019)

• Supported enterprise customers by resolving complex application, platform, and telephony issues.
• Troubleshot CRM integrations, API connectivity, IVR flows, outbound campaigns, and call routing problems.
• Used Wireshark, browser diagnostics, and system logs to perform root cause analysis.
• Worked closely with Engineering and Product teams to reproduce software defects and validate fixes.
• Authored technical documentation, knowledge articles, and troubleshooting guides.
• Consistently met SLA targets while maintaining high customer satisfaction.

Implementation Manager - RingCentral

(2012 - 2013)

• Managed multiple customer implementations from planning through deployment.
• Coordinated cross-functional teams to ensure projects were delivered on time.
• Presented implementation progress and risk updates to stakeholders.
• Improved implementation processes to increase efficiency and customer satisfaction.

Salesforce Specialist - Cognizant

(2012 - 2012)

• Managed Salesforce users, roles, permissions, and security settings.
• Built reports, dashboards, and workflow automations.
• Customized objects, page layouts, validation rules, and fields.
• Maintained CRM data integrity and supported end users.

Technical Support Representative - Stream – Intuit

(2011 - 2012)

• Assisted customers with QuickBooks technical issues.
• Resolved installation, account, and transaction-related concerns.
• Delivered high-quality customer service while meeting performance metrics.

Bachelor - Mass Communication - Pamantasan ng Lungsod ng Maynila (1998 - 2002)