Edward Evangelista

Experience

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  ADP

  May 2009 - Feb 2011

  Sr. Analyst for client services

  Provide guidance and research in response to payroll and benefit questions, and issues presented by participants of ADP’s clients. Works with multiple ADP business partners such as benefits representatives, human resource consultants, payroll consultants and technical support consultants.

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  Nowcom

  Jul 2013 - Apr 2014

  Quality Specialist

  • Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.• Provides feedback to assist in the creation of performance improvement goals and the development of training programs. • Has knowledge of commonly-used concepts, practices, and procedures within a particular field. • Relies on instructions and pre-established guidelines to perform the functions of the job. Works under general supervision. Typically reports to a manager. Show less

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  IBEX

  Apr 2014 - Feb 2015

  • Conducts new hire classes for contact center Customer Service Representatives• Conducts classroom training on product releases, support tools, processes and policies updates• Coaches and mentors new hires through shadowing/nesting and on–the-floor support, to improve performance• Generates reports and tracks progress of trainees and personnel during training period• Maintains a level of expertise regarding business processes, corporate initiatives, and has a thorough understanding of training program and Quality Call Monitoring guidelines and Operation metrics.• Assists in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and the end users• Conducts training needs analyses based on gap assessment methodologies providing solutions and follow through training plans• Develops assessments which are tied to class objectives • Prepares lesson plans, training aids and manuals relevant to training materials• Foster open communication with supervisory team and actively strive to develop strong working relationships with all call center personnel• Attend conference calls and meetings, as needed• Has the ability to solve problems and to identify opportunities for training through the use of analytical and critical thinking• Handles high volume of training content, and multiple projects with aggressive timelines Show less

  • Trainer (at&t uVerse Blue)

    Jan 2015 - Feb 2015

  • Inbound Sales Representative

    Apr 2014 - Jan 2015
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  MicroSourcing

  Aug 2015 - Mar 2017

  Vision Ambassador

  • Place customer orders • Provide customers with product and service information about features and benefits• Upsell products and services • Answer phones and respond to customer requests• Follow-up on customer inquiries not immediately resolved

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  Medcare Hospitals & Medical Centres

  Aug 2017 - Jul 2019

  Customer Service Executive
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  Almosafer

  Aug 2019 - now

  Photographer & Videographer

  • Ability to use different types of photographic equipment and photography software.• Understanding of artificial and natural lighting and how it affects different settings, shapes and skin tones.• Good communication and people skills, with the ability to discuss complex artistic concepts in easy-to-understand terms.• A keen eye for detail and a well-developed artistic and creative aesthetic.• Assist videographer and takes videos.