MA EVELYN NERBATO
Naga
Summary
Dynamic digital marketing professional with a proven track record at Concentrix, adept at optimizing Google Ads campaigns to enhance ROI. Skilled in problem-solving and effective communication, I excel in analyzing market trends and customer behavior, driving successful marketing strategies that meet client needs and foster long-term relationships.
Overview
18
18
years of professional experience
Work History
Digital Marketing
Digital Marketing
01.2023 - 01.2026
- Plan and execute marketing campaigns
- Analyzed market trends and customer behavior to inform marketing strategies
- Cultivated customer relationships to drive repeat purchases
- Identify customer needs and recommend the right product
- Understand product features and benefits to explain them effectively
- Presented and explained products to enhance customer understanding
Assistant manager
concentrix
Makati Manila
01.2022 - 01.2023
- Oversaw daily operations to ensure smooth workflow and team collaboration.
- Supervised daily operations including scheduling shifts, assigning duties.
- Managed scheduling and resource allocation for optimal team performance.
- Planned daily tasks and priorities to ensure efficient workflow.
- Ensure tasks are completed on time.
- Scheduled and organized meetings to facilitate team communication.
- Update records, schedules, and systems (CRM, spreadsheets)
- Coordinated training programs for new staff to improve skillsets and knowledge retention.
- Assisted in developing strategic plans to enhance customer satisfaction initiatives.
- Developed reports to analyze team productivity and service quality trends.
- Facilitated interdepartmental communication to promptly resolve issues and improve collaboration.
- Supported staff in handling complex customer inquiries and escalations effectively.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Recruited and trained new employees to meet job requirements.
Sales Representative/Google ads specialist
Concentrix
01.2021 - 01.2022
- Developed and optimized Google Ads campaigns across Search, Display, and YouTube to enhance visibility and engagement
- Conduct keyword research and competitor analysis.
- Monitored and analyzed campaign performance metrics (CTR, CPC, conversions) to inform strategy adjustments
- Adjust bidding strategies and budgets for better ROI
- Tracked and reported campaign results using Google Ads and Google Analytics to drive data-informed decisions
English Language tutor
Engoo
01.2021 - 01.2022
- Conducted one-on-one and group English lessons to improve language proficiency
- Assess students' language level and learning needs
- Prepare lesson plans and teaching materials
- Teach grammar, vocabulary, pronunciation, and conversation skills
- Provided corrections and constructive feedback to enhance students' understanding and application of language concepts
- Facilitated practice sessions to enhance students' speaking skills
- Tracked student progress and adjusted teaching methods to meet individual learning needs
- Assigned exercises or homework to reinforce learning
ESL Teacher and recruiter
Acadsoc Inc.
01.2019 - 01.2020
- Teach grammar, vocabulary, sentence structure, and pronunciation to build foundational language skills
- Guide students in conversational English practice to improve fluency and confidence
- Adjust teaching style depending on student level
- Use visuals, examples, and repetition for better understanding
- Conduct live classes on Skype to enhance student engagement
Technical Support, Customer Service, Sales Representative
Convergys/ Manila
01.2017 - 01.2019
- Supported QuickBooks Desktop and QuickBooks Online by resolving installation, login, banking integration, and report generation issues.
- Troubleshot errors, connectivity problems, and software performance issues to enhance user experience.
- Documented issues and solutions in CRM to streamline future support efforts.
Technical Support and Customer Service Representative
TELEPERFORMANCE Greenfield Manila
01.2016 - 01.2017
- Troubleshot internet connectivity issues (modems, routers, Wi-Fi, LAN) to restore service for customers
- Diagnosed slow speeds, intermittent connections, or outages to enhance customer satisfaction
- Guide customers step-by-step via phone, chat, or email
- Reset accounts, devices, or network configurations remotely
- Escalate unresolved technical issues to higher-level support teams
- Documented issues, resolutions, and follow-up steps in CRM to ensure accurate records and effective communication
Youth Program assistant
Yokota Air Base, Japan (U.S. Military Base)
01.2015 - 01.2016
- Supervised and cared for children and youth of various ages during indoor and outdoor activities, field trips, and special events to foster a safe and engaging environment.
- Monitored safety and accountability of all program participants to ensure a secure and supportive experience.
- Assisted children with meals, snacks, and basic care to meet their physical needs and promote well-being.
Cashier and Checker
Yokota Air Base, Japan (U.S. Military Base)
01.2013 - 01.2015
- Process customer purchases using POS (Point of Sale) systems
- Scan and verify items for accuracy and correct pricing
- Handle cash, credit/debit card, and digital payments
- Issue receipts, refunds, and change accurately
- Delivered friendly and professional customer service to enhance customer satisfaction
- Resolved customer inquiries and concerns to improve shopping experience
- Ensured cleanliness and organization of checkout area to streamline transactions
Customer service representative
Sutherland Global Services
01.2011 - 01.2012
- Handled complaints or escalations, resolving issues professionally and efficiently to enhance customer satisfaction.
- Guided customers in navigating banking services and online tools to enhance user experience.
- Assisted customers with account inquiries, balances, transaction history, and statements, facilitating informed decision-making.
- Responded to customer inquiries via phone, ensuring timely and accurate information delivery.
Assistant
Naga College Foundation
Naga City
01.2008 - 01.2011
- Answered phones, responded to emails, greeted visitors to ensure effective communication
- Schedule appointments or maintain calendars
- Assisted with filing, data entry, record-keeping to maintain organized documentation
- Prepared reports, presentations, and documents for various projects.
- Assisted with event planning and registration logistics to ensure smooth execution.
- Supported projects and research tasks to facilitate operational efficiency
Education
AB - English
Naga College Foundation
Naga City01-2019
Associates degree - Computer Studies
University of Maryland University College
Yokota Airbase, Japan01-2015
Skills
- Problem solving
- CRM management
- Sales strategy
- Technical support
- System troubleshooting
- Analytical thinking and decision-making
- Analytical decision-making
- Time management
- Multitasking
- Organizational skills
- Attention to detail
- Effective communication
- Customer service excellence
- Microsoft Office
References
- University of Maryland University College, Bldg. 445, Yokota Air base, Fussa, Tokyo, 197-0001, Yokota AB | UMGC Asia, yokota-asia@umgc.edu
- Michael Tisher, michael.tisher@faculty.umuc.edu, https://www.linkedin.com/in/michael-tisher-8074a7bb/
- Nanette Pawelek, nanette.pawelek@faculty.umuc.edu, https://www.linkedin.com/in/nanettepawelek/
- Yokota Youth Program, Yokota Air base, Japan, 225-6397
- 315-225-6397 DSN, Wakamono School Age Care and Yokota Youth programs, http://www.yokotasupport.com/sac/
- Naga College Foundation, NCF Trunk line No. (054) 472-7525 to 29, http://ncf.edu.ph/contact-us/
Timeline
Digital Marketing
Digital Marketing
01.2023 - 01.2026
Assistant manager
concentrix
01.2022 - 01.2023
Sales Representative/Google ads specialist
Concentrix
01.2021 - 01.2022
English Language tutor
Engoo
01.2021 - 01.2022
ESL Teacher and recruiter
Acadsoc Inc.
01.2019 - 01.2020
Technical Support, Customer Service, Sales Representative
Convergys/ Manila
01.2017 - 01.2019
Technical Support and Customer Service Representative
TELEPERFORMANCE Greenfield Manila
01.2016 - 01.2017
Youth Program assistant
Yokota Air Base, Japan (U.S. Military Base)
01.2015 - 01.2016
Cashier and Checker
Yokota Air Base, Japan (U.S. Military Base)
01.2013 - 01.2015
Customer service representative
Sutherland Global Services
01.2011 - 01.2012
Assistant
Naga College Foundation
01.2008 - 01.2011
AB - English
Naga College Foundation
Associates degree - Computer Studies
University of Maryland University College