Evelyn Merlin
Cabuyao
Summary
Experienced specialist with a passion for delivering outstanding service. Self-motivated team player known for strong organizational and interpersonal skills. Continuously seeks opportunities to expand knowledge and take on additional responsibilities. Committed to professional growth. Dedication and passion acknowledged through accolades, praise, and trust placed in me with extra responsibilities. Honored with three "Top Expert of the Year" awards for consistently delivering exceptional service.
Overview
21
21
years of professional experience
1
1
Certification
Work History
RTM CHAT SUPPORT
Asurion
11.2024 - Current
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
Customer Service/Claims Review Examiner
Asurion
07.2017 - 11.2024
- Responsible for overseeing and distributing ASG Retail Service Level Reports at the beginning and end of each day.
- Allocated workbasket tasks and emails among specialists.
- Handled real-time queries proficiently.
- Evaluated special claims for approval and necessary overrides.
- Resolve claims under review through live calls promptly.
- Respond to inquiries via email.
- Manages high-level customer escalations through email and live calls.
Customer Service Representative
Teletech Customer Care Management
01.2012 - 04.2016
- Conducted mobile activation services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Output Quality Control
Kisho Sakata Electronics AKA Nikkoshi Electronics Phippines
07.2005 - 09.2005
- Ensured consistency in the quality of all incoming and outgoing shipments.
Executive Marketing Assistant
RJELL GENERAL SERVICES
05.2005 - 05.2005
- Enhanced brand visibility by developing and implementing strategic marketing campaigns.
- Managed internal communications initiatives to ensure consistent messaging across departments.
- Conducted market research to identify trends, opportunities, and target demographics for product launches.
- Analyzed campaign performance metrics to make data-driven decisions for future marketing efforts.
Promodiser
All Around Services and Merchandising Corporation
08.2004 - 10.2004
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Production Operator
Hitachi AKA Western Digital Storage Technology
10.2003 - 03.2004
- Assessed operational performance of sapphire disks by measuring flying height.
Education
BACHELOR OF SCIENCE - CUSTOMS ADMINISTRATION
PMI Colleges Manila
Sta.Cruz, Manila01.2003
SECONDARY -
Manuel L. Quezon University
Quiapo, Manila01.1999
PRIMARY -
Rosauro Almario Elementary School
Tondo, Manila01.1994
Skills
- Strategic Decision Making
- Effective Problem Solving
- Collaborative Teamwork
- Effective Communication Skills
Accomplishments
- Top Expert for ASG Retail, 03/01/21
- Top Expert for ASG Retail, 10/01/20
- Most Outstanding NPS & FCR Teletech, 01/01/13
Languages
Norwegian
Basic
Personal Information
- Date of Birth: 06/18/81
- Nationality: Filipino
Certification
Top Expert for ASG Retail
Asurion
Year 2020/2021/2022
Most Outstanding NPS & FCR
Teletech Customer Care Management
January 2013
Best Advocate Verbatim
Teletech Customer Care Management
November 2012
Norwegian Language Course
FolkeUniversitetet
August 2008
International Call Center Proficiency (ICCP)
96-Hour Training Program
Call Center Academy
May 2006
Norwegian Basic Language Course
The course is for practical introduction to the language.The goal is that you will quickly be able to cope in simple everyday situations. The language teaching is communicative.You are encouraged to use the Norwegian language actively in practical everyday situation, and are given many opportunities to practiced and revised
Timeline
RTM CHAT SUPPORT
Asurion
11.2024 - Current
Customer Service/Claims Review Examiner
Asurion
07.2017 - 11.2024
Customer Service Representative
Teletech Customer Care Management
01.2012 - 04.2016
Output Quality Control
Kisho Sakata Electronics AKA Nikkoshi Electronics Phippines
07.2005 - 09.2005
Executive Marketing Assistant
RJELL GENERAL SERVICES
05.2005 - 05.2005
Promodiser
All Around Services and Merchandising Corporation
08.2004 - 10.2004
Production Operator
Hitachi AKA Western Digital Storage Technology
10.2003 - 03.2004
SECONDARY -
Manuel L. Quezon University
PRIMARY -
Rosauro Almario Elementary School
BACHELOR OF SCIENCE - CUSTOMS ADMINISTRATION
PMI Colleges Manila
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