Sherwin Evangelista

Sherwin Evangelista CLIENT SERVICES | VIRTUAL ASSISTANT Sta Rosa, Laguna 4026 |- |- Profile Summary I’m a results-driven professional with a unique blend of experience in customer support, technical troubleshooting, and data analysis. Over the years, I've built a diverse skill set, working in industries like auction technology, automotive finance, and service management. I thrive in problem-solving, whether it's resolving complex client issues or streamlining processes to drive efficiency. My background in real-time workforce management, reporting, and quality evaluation has allowed me to consistently deliver impactful solutions that enhance customer satisfaction and improve operational performance. I’m excited to bring my passion for problem-solving and efficiency to a team that values growth, innovation, and excellence. Experience Auction Technology Group (atg) | Auctioneer Support • Managed client inquiries, addressing issues related to auction listings, bids, and payment processing. • Coordinated with internal teams to resolve any auction-related technical difficulties in real time. • Supported auctioneers to keep things running smoothly, helping with technical setup and troubleshooting along the way. Nowcom Global Services | Customer Support • Welcomed new customers with approved car loans, providing a seamless onboarding experience. • Assisted customers with payment processing and managing billing inquiries related to simple interest. • Addressed complex billing issues and resolved concerns related to loan collections, ensuring customer satisfaction. Concentrix • • Customer Support • Handled a significant number of customer inquiries, ensuring satisfaction was consistently maintained. • Addressed billing and technical concerns promptly, staying within established service levels. Reports Analyst • Compiled comprehensive reports for management review and decision-making. • Applied data insights to improve processes and drive operational efficiency. • Developed clear visual presentations, simplifying data access for quicker management decisions. • • • WFM Intraday Coordinator, Intern • Tracked real-time performance data to ensure smooth operations. • Generated daily reports to optimize staffing levels based on real-time needs. • Adjusted team schedules to match fluctuating customer demand. Sr. Representative, Real Time Management • Oversaw workforce schedules, ensuring compliance with service level agreements. • Provided actionable analysis to optimize staffing and operations. • Consolidated past performance data to enhance reporting efficiency. Sr. Quality Evaluator • Monitored calls to assess team performance and ensure quality standards. • Delivered constructive feedback to improve performance and training. • Compiled reports that highlighted both improvements and areas needing attention Education Southern Luzon State University, BS Mathematics Minor: Statistics Skills & abilities Client Support & Communication Task & Schedule Management Data Entry & Management Technical Troubleshooting Time Management Operational Efficiency Multitasking & Adaptability Problem Solving Customer Relationship Management Technology Proficiency Reporting & Data Analysis Confidentiality & Discretion Quality Assurance Adaptability & Learning