Angelo L. Evangelio

ANGELO LOCSIN EVANGELIO (-|-|-April 4, 1990| 34 years old | Single| Filipino Work From Home/VA Work Experience: September 2023 – March 2025 HelloVacay Customer Support Representative/Reservations Representative Deliverables: o Ensure 100% customer satisfaction with integrity and transparency. o Pioneered the launch of HelloVacay lounge feature. o Set apppointments o Handle all inquiries from hotel guests and airport lounge members. o Multiple platform support(email, phone and slack). o Use the admin tool to manage, edit, modify, and schedule reservations. o Report all technical issues and concerns from customers to the technical team. o Collaborate with peers and business owners to come up with new ideas and improve processes. o Research new materials for business collaboration and self-learning processes. April 2022– January 2023 VirtuaSolutionsINC/Compass Technical Support Representative Deliverables: o Saas account for real estate agents/associates/admins o Handle Saas/platform/app concerns via email and chat. o Use Zendesk as a tool for email concerns. o Used intercom application to answer chat concerns. o Used knowledge-based learning materials and self-learning processes. February 2022– April 2022 OpenMed Inc/Carenet(Company Closed) Deliverables: o Receive calls and check eligibility for Health insurance o Track personal details in the tracker o Track calls o Track eligible and non-eligible patients for insurance. On-Site Work Experience: Team Leader: Insurance representative November 2018 – January 2022 Convergys Corporation Team Leader Booking.com • • • • Cluster POC(if Operations Manager is on rest days) Data/Reports in charge for presentation with readouts Lead the Cluster for weekly readouts with operations Team lead for both Phone and Email accounts Deliverables: o Coach agents (Root/cause analysis/chat analysis, action planning, monitoring compliance of action plan o o o o o o Provide real-time feedback QA feedback Verint audits Timekeep monitoring Implementation of disciplinary actions based on CODC Collaborates with Team Leaders, Operations Manager, and Subject Matter Expert for ideas to improve the team. eCAre Xfinity Apps And Xfinity Home • • • • • • Team Leader e-Care ASNP(Xfinity apps and Xfinity Home) Top Team December 2018 Repsat/Csat and TSR/Sales Top Team January 2019 Repsat/Csat and TSR/Sales Top Team February 2019 Repsat/Csat and TSR/Sales Top Team March 2019 Repsat/Csat and TSR/Sales Top Team Q1 2019 *Certificates are with available if needed. Deliverables: o Coach agents (Root/cause analysis/chat analysis, action planning, monitoring compliance of action plan o Provide real time feedback o Integration of S4X behaviors o Integration of ITG Utilization o Deep Dive Analysis o Verint Audits o DCDF o Supervisor/Manager calls o Implementation of disciplinary actions based on CODC o Collaborates with Team Leaders, Operations Manager, and Subject Matter Expert for ideas to improve team. September 2018 – November 2018 Convergys Corporation Team Lead OIC eCAre Double PlAy(Video And Internet) Deliverables: o Coach agents (Root/cause analysis/chat analysis, action planning, monitoring compliance of action plan o Supervisor/Manager calls o o o o o Provide real time feedback Resolution Framework Integration of ITG Utilization Deep Dive Analysis Collaborates with Team Leaders, Operations Manager, and Subject Matter Expert for ideas to improve team Subject Matter Expert (SME): August 2017 – September 2018 Convergys Corporation Subject Matter Expert eCAre Double PlAy(Video And Internet) • • • • Top Offline Support Q2 2018 (Double Play) *Certificate is available if needed Supported Double Play wave 1 transition with good scores and sales for agents Supported Double Play wave 5 transition with good scores and sales for agents Supported Double Play wave 10 transition with good scores and sales for agents Deliverables: o Chat/call monitoring o Call/Chat drivers audits o Send reports to Team Leader(Root/cause analysis/chat analysis, action planning, monitoring compliance of action plan) o Collaborates with Team Leaders, Operations Manager, and Subject Matter Expert for ideas to improve team. o Provide real time feedback o FGD Representative for Einstein 360 and ITG November 2016 – August 2017 Convergys Corporation Subject Matter Expert eCAre Xfinity TV • Top Offline Support Q1 2017 (Cable Only) *certificate is available if needed • • • • • • Supported Xfinity TV Wave 5 transition with good scores and sales for agents Supported Xfinity TV Wave 6 transition with good scores and sales for agents Supported Xfinity TV Wave 8 transition with good scores and sales for agents Supported Xfinity TV Wave 9 transition with good scores and sales for agents Supported Xfinity TV Wave 13 transition with good scores and sales for agents Supported Xfinity TV Wave 21 transition with good scores and sales for agents Deliverables: o Chat/call monitoring o Call/Chat drivers audits o Send reports to Team Leader(Root/cause analysis/chat analysis, action planning, monitoring compliance of action plan) o Collaborates with Team Leaders, Operations Manager, and Subject Matter Expert for ideas to improve team. o Provide real time feedback o FGD Representative for Einstein 360 and ITG April 2016 – November 2016 Convergys Corporation Customer Service Associate Xfinity TV • • • July 2014 – April 2016 Wave 2 Xfinity TV Bacolod First Team to use/utilize ITG as a repair tool Upselling Xfinity products Convergys Corporation Customer Service Associate Xfinity Billing • • • • • • • Wave 23 Xfinity Billing Bacolod Top Team sales and repsat Q4 2015(Team Mark) Team POC Team Coochie Team POC Team Cath Team POC Team Shim Provide resolution to customers that has billing issues Upselling Xfinity products Skills: • • • • • ITG Proficiency (Xfinity TV, Internet, Apps, and Xfinity Home) Order Entry/Work Order accuracy with sales (All Xfinity Markets) Xfinity Billing background Above Average Proficiency in MS Office: Excel, Word, Outlook and Power Point Proficient in both oral and written English(American) EDUCATION : AY 2009 – 2014 Bachelor in Science in Information Technology Colegio SAn Agustin BAcolod B.S. Aquino Drive, BAcolod City, Negros OccidentAl AY 2003 – 2007 St. Joseph High School/St. Joseph School La-Salle Brgy. VillAmonte, BAcolod City, Negros OccidentAl AY 1997 – 2003 School of Jesus Fisheries Street, Brgy Zone 2, TAlisAy City, Negros Occidenta