Novelyn Evangelista
Customer Support Specialist, CCTV Surveillance Operator, Social Media Support
Quezon City,Metro Manila
Summary
Customer Service Representative who brings voice, chat, email support, technical support, and careful documentation to fast-paced service environments. Comfortable handling customer questions across multiple channels while staying calm, accurate, and detail-focused. Also draws on social media engagement and CCTV monitoring experience to stay alert, notice issues quickly, and keep interactions clear.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
CCTV Surveillance Operator
Monere Security Inc.
05.2026 - 08.2026
- Reviewed live CCTV footage to detect unusual activity and maintain situational awareness throughout each shift.
- Documented security incidents clearly and passed details to supervisors or emergency contacts as needed.
- Tracked access control activity and noted irregular entries for follow-up during routine monitoring.
- Supported alarm monitoring and escalated alerts promptly to the proper response teams.
Social Media Engagement Specialist
- 01.2025
- (Freelance/Project-Based, Remote)
- Responded to comments and direct messages with clear, professional language that matched brand tone.
- Monitored inboxes and social feeds for urgent inquiries requiring prompt attention.
- Reviewed incoming content for tone, accuracy, and relevance before posting or responding.
Chat Support Representative
Concentrix
09.2023 - 07.2024
- (Financial Account – Australia)
- Processed customer messages and account requests with accurate documentation and professional tone.
- Responded to customer questions about account activity and service procedures with clear, polite communication.
- Balanced multiple chats at once while keeping responses organized and easy to follow.
- Applied attention to detail when reviewing customer requests, payment-related concerns, and case updates.
- Maintained a professional tone across written conversations to support positive customer experiences.
Technical Support Representative
Afni Inc.
- 01.2024
- Troubleshot account and service issues using established procedures and clear customer communication.
- Documented case details accurately to support follow-up and continuity across customer interactions.
- Responded to inquiries with a professional tone and consistent attention to service quality.
- Escalated complex issues to the appropriate team while keeping customers informed throughout the process.
- Clarified instructions and next steps to help customers understand available solutions.
Support Ambassador
IntouchCX
02.2022 - 08.2023
- (Airbnb Travel Account – R1 & R2, Blended)
- Answered guest inquiries with accurate policy guidance and timely updates through blended support channels.
- Documented issue details, actions taken, and customer follow-up in standardized case records.
- Tracked open issues in shared logs and followed up until each case reached closure.
- Used clear, professional messaging to handle difficult conversations and maintain service quality.
- Applied problem-solving to identify the correct resolution path for account and service concerns.
- Collaborated with teammates to share case context and keep service handoffs consistent.
Customer Service Representative
TELUS International
01.2021 - 01.2022
- (Financial Voice Account)
- Handled billing and account inquiries while maintaining a courteous tone during sensitive conversations.
- Used strong listening skills to identify customer needs and recommend appropriate account support.
- Applied active listening and clear communication to defuse concerns and maintain service quality.
- Adapted quickly to changing call volumes while staying calm and professional under pressure.
Customer Service Representative
Teleperformance
01.2018 - 01.2020
- (Travel & Web Hosting Accounts)
- Applied problem-solving to explain options and reduce repeat contacts for common issues.
- Supported service quality by following established procedures and maintaining professional communication.
- Responded to customer questions with accurate account information and clear next steps.
Customer Service Representative L1 & L2
Motif Intelligence Outsourcing
01.2016 - 01.2017
- (E-commerce Account, Blended)
- Responded to customer messages through email, chat, and phone support with clear, timely communication.
- Documented customer issues and resolutions in accurate incident reports for internal tracking.
- Handled customer concerns with patience and clear explanations during high-volume service periods.
- Maintained accurate chat histories and call notes for consistent customer follow-up.
- Escalated unresolved customer issues to the correct team with complete context and documentation.
Education
Tourism Management
01-2017
High School Diploma -
06.2006 - 03.2010
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01-2005
Skills
CCTV monitoring
Incident reporting
Access control procedures
Alarm monitoring
Emergency response coordination
Access control procedures
Section name
"Aside from customer service, I've also worked as a Consultant and Cashier, supporting clients and handling daily transactions with front-line service."
Timeline
CCTV Surveillance Operator - Monere Security Inc.
05.2026 - 08.2026
Chat Support Representative - Concentrix
09.2023 - 07.2024
Support Ambassador - IntouchCX
02.2022 - 08.2023
Customer Service Representative - TELUS International
01.2021 - 01.2022
Customer Service Representative - Teleperformance
01.2018 - 01.2020
Customer Service Representative L1 & L2 - Motif Intelligence Outsourcing
01.2016 - 01.2017
Mayon Institue of Science & Technology - High School Diploma,
06.2006 - 03.2010
Technical Support Representative - Afni Inc.
- 01.2024
Social Media Engagement Specialist -
- 01.2025
STI - , Tourism Management
Batang, Elementary School - ,