Evelin Fermin

E

Executive Assistant and Loan Officer Assistant

ELIXO LLC

Oct 2024 - Current (1 year 10 months)

English Pronunciation Trainer and Campaign Trainer

Support Services Group

Aug 2023 - Jun 2024 (11 months)

Trained agents in English pronunciation and soft skills Managed calendar, appointments, and confirmations Created social media content and managed social media pages Reached out to clients and new leads to increase engagement. Created and tracked follow-up reports Managed CRM; updating client data Assisted clients with applications, document collection, and compliance paperwork. Verified client documents for loan approval. Collected necessary documents and signatures for loan processing. Organized and shared documents to keep the team informed. Improved lead conversion by using tailored scripts and timing.

R

Restaurant Host, Cashier, Barternder assitant and Waiter

May 2023 - Jul 2024 (1 year 3 months)

Greeted and seated guests, took orders, and ensured excellent customer service. Handled payments and managed the cash register. Train new employees in POS system Conducted drink inventory and assisted the bartender. Delegated tasks and organized the floor plan for efficient service. Calculated daily income, distributed tips, and monitored customer satisfaction. Managed customer feedback and resolved complaints promptly and professionally.

P

Quality Analyst/

PREMIER OFFSHORE SOLUTIONS

Nov 2022 - Aug 2023 (10 months)

Monitored calls to ensure quality and compliance. Gave feedback and coaching to improve agent performance. Tracked call trends, created reports, presentations, and training materials. Supported quality training and presentations. Helped with calls, front desk, and data entry as needed. Met weekly performance and quality goals.

S

Customer Service Agent

SUPPORT SERVICES GROUP (S2G)

May 2022 - Jul 2022 (3 months)

Provided support via phone, email, and resolved inquiries Managed support cases, performed data entry, and maintained organized records. Assisted in recruitment for a major food chain Guided candidates through the hiring process and completed required documentation. Maintained up-to-date knowledge of products, policies, and hiring procedures. Met KPIs in customer service

I

Summer Health Program Coordinator

ILAC MISIÓN

Jan 2022 - Aug 2022 (8 months)

Established and managed a temporary multidisciplinary clinic Facilitated the integration of Doctors and international students into the Dominican culture Translated for patients, students, and Doctors Planned, coordinated, and participated in educational and cultural activities Organized and led meetings and reflection sessions Oversaw clinic budgeting and financial accountability. Managed inventory

Program Leader

CIEE

May 2019 - Mar 2020 (11 months)

Supported international students, serving as their main point of contact. Planned and coordinated cultural, educational workshops, excursions, and events. Managed group budgets for activities, housing, meals, and transportation. Organized accommodations and matched students with host families. Handled day-to-day student issues, resolving conflicts, and facilitating communication between students, families, and program managers. Acted as a guide, presenting cultural and historical content. Managed emergencies and communicated with local authorities.

Tech Support Agent

Data Vimenca

Jun 2018 - Jan 2022 (3 years 8 months)

Provided Tier 1 Tech support. Resolved transaction errors, device setup, and connectivity problems. Managed support tickets and ensured timely follow-ups. Educated users on secure payments, fraud prevention, and account setup. Escalated complex issues and collaborated with internal teams. Followed strict data security and compliance protocols (PCI DSS). Contributed to internal docs and consistently met performance goals.

F

Legal Assistant

FONDESA ONG

May 2017 - Jun 2018 (1 year 2 months)

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