ANNIANA NICA
EVANGELISTA
live:.cid.ebe17cac998a5538
-
CUSTOMER SERVICE
SUPPORT
ADMIN ASSISTANT
https://myprofile.ph/NikkiEvangelista
PROFILE INFO
Hi, I'm Nikki. I have taken customer support with such passion and as a profession. I have
handled different clients in various fields in Telco, Financial, Mortgage, eCommerce, and
Food industries. I can manage multiple customer communication channels (e.g., phone,
text, chat, email, and social media) mixed with administrative tasks on the side. Let's do
a discovery call and see how I'm a good fit for your team!
EXPERTISE
✅ Customer Support
✅ Email Management
✅ Admin Support
✅ Social Media Management
✅ Data Entry
✅ Data Management
✅ Order Tracking & Fulfillment
✅ Handling Dispatch
✅ Payment Processing
✅ Online Research
✅ Disputes & Claims Handling
✅ Order Processing
TOOLS
⚡ Data (Google Sheets, Microsoft Excel)
⚡ Documents (Google Docs, Microsoft Word)
⚡ Communications (Outlook, Gmail, Slack, MS Teams, Skype, Zoom, Gmeet)
⚡ CRM (Salesforce, Help Scout, Trello, Hubstaff, ProProfs, Zendesk)
⚡ Voice Support (Softphone - Avaya)
⚡ Dialer (Ring Central, Genesys, AMP Telecom)
⚡ Creatives (Canva, Paint, a bit of Adobe photoshop)
⚡ Ecommerce (Shopify, eBay, Amazon, Shopee, Lazada)
⚡ Social Media (Facebook, Instagram, LinkedIn, Twitter, TikTok)
EDUCATION HISTORY
Computer Secretarial
Datacom Institute of Computer Technology | 2015 - 2016
Finished 1st year (undergraduate)
Studied Administrative & Technical support and Graphic
Design
Alternative Learning System
Las piñas East National Highschool | 2012 - 2013
Secondary Level
WORK EXPERIENCE
Fulfillment Success VA
Prep to Your Door | April 2022 - Present
Manage customer communication across all communication channels in a timely
manner
Ensure all orders run properly and payment issues are communicated and dealt with
Report key Customer Success metrics to the rest of the PTYD team
Prepare order labels for customer deliveries
Create routes for delivery and collection drivers within our navigation platform
Prepare reports on fulfillment statistics, delivery issues, and driver mileage
Manage driver fleet and dispatch
Credit Repair Specialist
360 Credit Consulting | February - April 2022
Answered inbound and outbound calls
Followed up with clients for their 60 and 90-day credit report review
Processed payments over the phone
Guided clients on how to improve their credit score and things to work on their report
Collect payments from past due clients
Kept clients' Real Estate brokers up to date with their progress by sending out reports
after their scheduled credit report review
Shopify Disputes Email Support
Next E-Horizon | December 2021 - March 2022
Created and updated process documents for disputes workflow
Answered email tickets for PayPal and Klarna chargebacks
Input data into google sheet chargeback tracker per client account and store
Provides chargeback reports twice a week and daily
Worked closely with the store manager and supplier to solve customer concerns to
resolve the dispute amicably
Implemented effective disputes workflow (e.g., SLA, email templates, chargeback
tracker)
VA / Appointment Setter
Mckinley Estate | June 2020 - June 2021
Part-time - 3 hours every weekend
Followed a script-driven call flow and handled questions and objections
Gauge seller motivation
Called potential leads in the CRM to verify essential information
Matched properties in our list that suits best with our leads
Updated data in the CRM
Scheduled appointments for the client and the lead for a possible close sale
Customer Solutions Teammate
PayPal Philippines Inc. | May 2019 - November 2021
Assisted customers with updating their account information
Processed replacement for lost or stolen PayPal card
Filed disputes and handled customers' claims to help them with their refund
Worked with customers to lift restrictions on their account
Explained why an account gets restricted and how to avoid it in the future
Provided explanations on any changes or discrepancies on customers billing statements
WORK EXPERIENCE
Customer Service Associate
Firstsource Solutions Ltd. | September 2018 - April 2019
Processed customers' payments over the phone
Assisted customers with a payment arrangement to help with their monthly mortgage
payments
Explained to customers how their escrow account gets computed every year
Helped customers transfer their records to their new mortgage company
Maintained customers' information by making sure it was up to date
Senior Operations Representative
Capital One Financial | February 2018 - July 2018
Answered customers' questions about their billing statements
Arranged payments over the phone
Aided customers on lost or stolen card replacement
Filed fraud reports for unauthorized transactions
Helped customers update their account information
Customer Service Representative
IQOR Philippines Inc. | November 2016 - January 2018
Explained and addressed customers' concerns with their billing statement
Arranged tech visits for scheduled installation or equipment issues
Modified cable packages depending on the customer’s budget or request
Settled payments over the phone
Upsold premium cable packages and modems
Sales Administrative Assistant
Mirage International Corporation | April 2016 - October 2016
Collated sales reports weekly for record-keeping and monthly report submission
Checked products delivered to the office, ensuring they were complete and had no
damage
Worked with clients in regards to their order, the delivery status, and payment
settlement
Processed documents for staff endorsement
Reached out to potential clients to offer the company’s products and services
Mobile Sales Promoter
VST-ECS Philippines | October 2014 - December 2015
Conducted sales promotion activities to engage potential customers and generate
sales
Prepared daily, weekly, and monthly sales reports
Handled item inventory and made sure that products were replenished as needed
