Estrella Evangelista

Estrella P. Evangelista Blk 11 Lot 26, Bon Giorno Homes, Lipa City-- Career Objective To build a long term career with a dynamic and fast paced company utilizing my skills, knowledge and experiences to the fullest. Professional Experience May 2016 – September 2017: Business Sales Consultant(Groupon FZ LLC) - develops business portfolios of existing business partners by structuring deals to maximize sales and converting leads to successful accounts - provides support and account management (via Salesforce) to existing business partners - manages fully integrated life cycle of deals including: pre sales, creative process and post-sale operations - ensures monthly sales target is achieved January 2013 – April 2016: Senior QA/Trainer/Escalations Supervisor (Groupon FZ LLC) - handles customer escalations forwarded by call center agent; coordinates with different department to ensure escalations would be resolved with proper resolution; ensures customer satisfaction achieved; makes outbound calls to customers if/when necessary to gather more information and resolve issue; handles face to face customer inquiries/complaints - monitors calls/emails ensuring high quality customer service provided by front line agents; provides feedback to agents to improve performance; prepares weekly and monthly QA progressive reports - facilitates training needs analysis and creates training modules as necessary; rolls out process/product updates to agents - main point of contact for process/policies updates and coordinates regularly with the off shore call centers ( Manila, Chennai and Rabat) - prepares reports and attends WBR, MBR and QBR with vendors and internal management September 2010 - March 2012 : Operations Supervisor (Teletech Customer Care Management) - supervises/monitors agents’ daily productivity ; evaluates/coaches agents’ performance and behavior ; creates monthly scorecard; attends calibration with QA and clients July 2007- August 2010 : Product and Communication Trainer ( Teletech Customer Care Management) - conducts training to equip new hire agents with appropriate knowledge in supporting the business ; conducts up training/refresher courses about product/process updates ; ensure that the training program is met; conducts Training Needs Analysis to check training effectiveness of the program and materials August 2006- June 2007 : Customer Service Associate ( Teletech Customer Care Management) - takes inbound calls to help customers with their inquiries - upsells different products to customers based on their needs May 2004 – April 2006 : English Teacher (First Asia Institute of Technology and Humanities) - creates and executes lessons based on a well planned curriculum; prepares and administers quizzes/tests; evaluates students’ performance and meet with parents to discuss evaluation and recommendation May 2003- March 2004 : Pre- School Teacher ( Stonyhurst School Inc) - creates and executes lessons based on a well planned curriculum; prepares and administers quizzes/tests ; evaluates students’ performance and meet with parents to discuss evaluation and recommendation May 2002- March 2003 : English Teacher (St. Thomas Academy) - creates and executes lessons based on a well planned curriculum; prepares and administers quizzes/tests; evaluates students’ performance and meet with parents to discuss evaluation and recommendation Education and Training Bachelor in Secondary Education : Major in English De La Salle Lipa : 2002 Train the Trainer Program : Sales, Product, Billing and Customer Service Transformation2.2 Training Melbourne, Australia ; 2009 Certification Supervisor Adaptive Coaching for Results Supervisor Facilitating Team Meetings GSD Supervisor Certification Supervisor : Introduction to Supervision / Managing by Metrics / Positive Reinforcement Trainer Certification : SAVI / Learning Objectives in Training / High Impact Delivery Methods References Name Relationship Position Company Email : Matthew North : Manager : Sales Director : Groupon FZ LLC :- Name Relationship Position Company Email : Edward Co : Training Manager : Training Manager : Teletech Customer Care Management Inc. :-