Tips for Hiring Remote Customer Support

Customer support is one of the few areas in which small businesses can have the edge over their bigger competitors. Why? Well, we all know that satisfied customers tend to be repeat customers as well. And thanks to their size and flexibility, small businesses can cultivate a unique brand of customer service that results in exactly that.

However, let’s not kid ourselves. When you’re a small business owner starting out, you don’t have the luxury of personally seeing to all your customers’ concerns. No, you’ve got to carry out various functions like bookkeeping, overseeing staff, and most importantly, expanding your business on top of that.

Thankfully, that’s what outsourcing is for. Remotely hiring customer support is not only cost-effective. It also gives you access to a wider pool of talent that goes beyond geographical borders.

Filipino customer support representatives, for instance, are known to be the best in the remote work world. Their remarkably fluent English language skills, neutral accent, and culturally-ingrained hospitality has made them the secret weapon of many small businesses all over the globe.

So, now, the question is, how do you go about hiring a customer support rockstar for your team? Here are a few tips to bear in mind:

1. Emphasize the remote nature of the job in the job description.

Not everyone is suited for remote work, even if they have a wealth of customer service experience. A remote position will demand high levels of personal management skills (more on this later) and can be very isolating. Even the most perky customer service rep might flounder if they’re used to working alongside a team in a physical location.

For example, indicate that experience in working remotely is a huge plus in the job description. You can also state that meetings are kept to a minimum, and that the people on your team often work independently.

2. Pay extra attention to their communication skills.

This is the very crux of the job. Poor communication skills should be an automatic deal breaker.

*Booking interviews depend on candidates' availability and interest.

All-inclusive Rate: USD $7.72/hr

Jamillah

Candidate ID: 399422

Customer Support Lead Generation Specialists Appointment Setters

ADVANCED

Customer Service, Customer Support, Appointment Setting, Outbound Appointment Setting...

INTERMEDIATE

...

Employment Preferences

Availability:

Part Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time US Pacific Standard Time US Mountain Standard Time New Zealand Daylight Time UK London

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 5.73 per hour or $USD 496.78 per month

Remote Staff Recruiter Comments

Jamillah is experienced in both customer service and appointment setting roles
She worked for a BPO company providing support to customers in the United States
Answered inquiries from customers regarding their mobile plan as well as assist in billing concerns
Processed payments, account changes and orders
She also worked as an email support agent answering inquiries from clients via email
She also has experience as an appointment setter, contacting potential clients interested to sell their property and schedule them for a meeting with the client
She is open for part-time positions and is available to start 2-weeks after getting hired

Predictive Index Behavioral Profile - Operator

Strongest Behaviors:

Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems. Dependable, consistent and needs familiar environments and coworkers to be most productive.
Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
Methodical, steady, and even-paced; loses productivity when interrupted.

Behavioral Summary:

Helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, she will work within those standards to ensure repeated successes and high-quality results. Jamillah Zaara has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If she is responsible for establishing the process, she will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, she’ll expect that the process be followed consistently.

Will focus on the details of the work and will handle them with somewhat better than average accuracy. In work involving repeated contact with people, Jamillah Zaara will be pleasant, agreeable, and supportive. Derives satisfaction from helping others and likes to feel part of a secure team.

Employment History

VIRTUAL ASSISTANT

Industry:

Property / Real Estate

Employment Period:

March 2020 to November 2020 (8 Months)

Duties and Responsibilities:

Manage client database.
Schedule appointments.
Respond to customer inquiries and requests
Tools Used:
- FollowupBoss
- RealGeeks
- Zillow/Premiere Agent Inbox
- Opcity Broker Portal Mobile App
- Realtor.com
- GNIAR MLS

LEAD GENERATION MANAGER

Industry:

Property / Real Estate

Employment Period:

August 2019 to March 2021 (19 Months)

Duties and Responsibilities:

Prospect and conduct lead generation activities for new listing appointments.
Manage all leads in contact database system, set and complete tasks in the system, and track all client communications
Tools used for work:
- RESIMPLI
- Smarter Contacts
- Google Suite
- Slack

COLD CALLER

Industry:

Property / Real Estate

Employment Period:

February 2019 to August 2019 (5 Months)

Duties and Responsibilities:

Placing outbound phone calls to potential leads-
Answered and managed incoming and outgoing calls while recording accurate messages.
Call potential customers by following calling list provided by supervisors.
Answer any questions that the potential customer asks to the best of ability
Tools used for Work:
- Zencall
- Podio

EMAIL SUPPORT

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

February 2018 to February 2019 (12 Months)

Duties and Responsibilities:

Answered all emails received by clients and resolved their queries and complaints about a daily basis ·
Read e-mails and sort them according to priority ·
Ensured that all the e-mail communication activities are performed in accordance with the company policies
Tools used for work:
- Zendesk
- Slack
- Google Suite

CUSTOMER SERVICE REPRENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

January 2015 to January 2018 (36 Months)

Duties and Responsibilities:

Assist and answers customer queries.
Assist customers with their billing concerns
Process Payments, Account Changes,
Service Plan Changes, Upgrades, and Downgrades
Assist customers in processing online orders, shipping and tracking of new and replacement devices
Provide basic troubleshooting steps.
Tools Used: CRM

Education History

Field of Study:

Dentistry

Major:

Dentistry

Graduation Date:

January 7, 2002

Located In:

Philippines

License and Certification: :

N/A

Field of Study:

Nursing

Major:

Nursing

Graduation Date:

April 9, 2009

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Customer Service, Customer Support, Appointment Setting, Outbound Appointment Setting, Cold Calling,

INTERMEDIATE ★★

Work at Home Capabilities:

Internet Bandwidth: Between 5mbps to 100mbps
Working Environment: Private Room
Speed Test Result:
Internet Type: Fiber
Hardware Type: Desktop
Brand Name: Gigabyte
Processor: Intel Core i5-9400
Operating System: Windows 10

All-inclusive Rate: USD $7.22/hr

Florenz

Candidate ID: 398532

Customer Support Phone Support Agents

ADVANCED

Customer Service, Outbound Sales, Inbound Sales, Sales...

INTERMEDIATE

Adobe Photoshop, Android OS, Appointment Setting, Audacity...

Employment Preferences

Availability:

Full Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time Hawaii Standard Time Alaska Standard Time US Pacific Standard Time US Mountain Standard Time US Central Standard Time US Eastern Standard Time UK London

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 7.22 per hour or $USD 1251.87 per month

Remote Staff Recruiter Comments

Renz has been working since 2011 and has handled roles such as Computer Software and Hardware Technician, Technical Sales Representative, Technical Case Manager, and Sales Team Leader and Sales Professional VA within BPO industries.
He honed his skills in Customer Service, Sales, Upsell and hard-selling process, technical concerns such as computers, mobile phones, and software applications, Inbound and Outbound calls.
He was promoted as Floorwalker and Team leader he handled 3 accounts with 5-10 agents.
Well versed with the following software tools:
- CRM
- Dial pad
- Avaya
- MS Applications
- MS Word and Excel
- Skype
- Outlook
- Vicci Dialer
- Google Docs
- Google Sheets ( used for creating reports and entering data of successful sales)
He can start Immediately
Renz is an Individualist
Strongest Behaviors
Florenz Ceasar will most strongly express the following behaviors:
- Persistence; consistent pursuit of goals in calm, methodical manner even when setbacks occur. Opinionated; slow to change.
- Casual with rules. Focused on the goal, not how to get there; willing to bend the rules. Delegates implementation details.
- Unworried and unhurried; takes each day as it comes with little planning for what might happen, particularly given the predictable routines that have been established.
- A relatively private individual, it takes Florenz Ceasar some extra time to connect to and trust new people. Serious and reserved.
- With an ability to concentrate on the task at hand, is generally more focused on the technical matters than the social ones. Consistent and thoughtful.
- Works at a relatively steady pace; best working with familiar processes, environments, and co-workers. Not inclined to change.
- Patient, stable, and consistent; does things generally systematically and is not inclined to change these systems. Dependable, relatively consistent and works best in familiar environments, with familiar people.
- Tolerant, easy-going, and uncritical in getting along with others. A focused listener.
- Works steadily at an even pace; most productive with fewer interruptions.
Summary
Florenz Ceasar is independent and individualistic in thinking and behavior. Has strong ideas and opinions and expresses them with confidence and certainty.

Having a willingness to take risk, this individual is likely to develop and act on ideas that are distinctly new or unconventional. This is a creative and nonconformist personality.

In expressing and acting on their ideas, this individual is determined and persistent and has the kind of confidence and nerve involved in initiating innovation or change. Very determined and persistent, once a goal is set they’ll generally push hard to reach it, regardless of the goal’s popularity with others. Undaunted by criticisms or failures.

Dealing with people, Florenz Ceasar is frank and outspoken, communicating factually, at times bluntly, and with strong conviction. In general, interest in people is secondary to a concern for getting things done their own way and at their own pace. Patient and persevering, works at a steady, unhurried pace, at times developing new ideas which are presented in a self-assured and forthright manner.

Being more conceptual than detail-oriented, Florenz Ceasar is fairly casual in working with details which are not vital to the job. Prefers to delegate such work to other people whenever possible. What is much more interesting is a new idea, or the big picture and an analytical, critical approach to solving problems and in getting results.

Employment History

Virtual Assistant

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2019 to November 2021 (29 Months)

Duties and Responsibilities:

Worked as a Virtual Assistant. We worked on different clinics in the U.S.A.
Calling leads whose age are 65 and above with health insurances as qualified to have a consultation for their knee pain problem.
We also do Lead Generation, Data Entry, Data Mining, Custome Service, and Video and Photo Editing for business promotion.
Tools that we used are Skype and Dialpad for calling leads. NoCRM tool for lead information and data entry.
Google Docs and Google Sheets for reports, and Engage Spark for sending SMS and Roundcube for email proposals.

Computer Instructor and Hardware Technician

Industry:

Computer / Information Technology (Hardware)

Employment Period:

May 2011 to April 2013 (23 Months)

Duties and Responsibilities:

Computer Instructor and Hardware Technician
I was teaching computer subjects for elementary and highschool level.
Also, I was also responsible for the hardware and software maintainance of the school's computer laboratory.

Technical Support Representative / Sales Professional

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2013 to March 2015 (23 Months)

Duties and Responsibilities:

We were so called "Universal Agents" because we handled technical support, billing, customer service, and sales.
I became part of the support team on my second year with the company wherein we handled supervisor's call all the time.
It was a stepping stone for us to be supervisors of the campaign.
The company we support was Time Warner Cable.
We handled customers using Cable TV, Digital Landline Phone, and Internet Service
Part of our job is to make sure every call is a sales call. Making sure that customer will be interested on having additional services depending if its Cable TV, internet or Home Phone.
We used tools that came from Time Warner Cable. Tools for customer information, tools for checking outages, tools for making sales as it is connected to the dispatch team for them to know updates about our sales and technician schedule of service installation.

Technical Support Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2016 to March 2017 (6 Months)

Duties and Responsibilities:

We support customers having issues with their laptop and desktop computers.
It includes windows operating system installation and support for software application.
It was a complete hardcore technical assistance that we do so part of our responsibility is to make sure customer can follow the instructions being given to fix issues.
We also handled case management at the same time wherein in we make sure that we handle customer's concerns even the issues are all fix.
We call them to ask if the issue still occurs and of course fix the problem without them calling us again.
We use a software tool which was owned by DELL company wherein it handles all customer information and all the steps troubleshooting. Information about DELL computer products can also be found on the DELL tool.
We also use Dell's main website for updates on its hardware and software parts.

Sales Team Leader

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2017 to December 2018 (18 Months)

Duties and Responsibilities:

We do pure outbound calls to produce sales everyday.
We handled different private health insurances and Medicare.
Using customer insurances to create orders of different medical equipments depending on their needs.
After a year, I was promoted as a team leader where I handled 2 teams.
I coach them, listen to calls, and train them to be more effective when it comes to sales.
We used tools such us Vicci Dialer, Google Docs and Goodle Sheets for creating reports and entering data of successful sales.

Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

January 1, 2011

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Customer Service, Outbound Sales, Inbound Sales, Sales, Tele Sales, Inbound Upselling, Inbound Calls, Virtual Assistant Skills,

INTERMEDIATE ★★

Adobe Photoshop, Android OS, Appointment Setting, Audacity, Avaya Softphone, Avaya, Citrix, Computer Repair, CRM, Data Mining, Google Docs, Google Drive, Google MapsHardware TroubleshootingLead GenerationLead MiningPhoto Editing

Work at Home Capabilities:

Internet Bandwidth: Between 5mbps to 100mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/16810237886
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: Huawei d15
Processor: Intel Core i5
Operating System: Windows 11

All-inclusive Rate: USD $7.32/hr

Paul

Candidate ID: 377147

Customer Support Phone Support Agents

ADVANCED

Customer Experience, Customer Handling, Email Handling, Chat Support...

INTERMEDIATE

Virtual Assistant Skills, Data Entry...

Employment Preferences

Availability:

Part Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 7.32 per hour or $USD 634.55 per month

Remote Staff Recruiter Comments

Paul has been working since 2006 and has handled various roles such as Hotel Reservation supervisor, Customer Service Representative, Inbound Service Representative, Chat and Email Support, Senior Customer Service Executive, Virtual Assistant within Leisure Marketing Services, BPO, Financial, and Fitness industries.
He honed his skills in Customer service, customer management, Virtual Assistant, Data entry, Calendar management, Inbound/outbound calls, email, and chat management.
Has worked with US, AU and UK based company in the Philippines
Proficient in Software tools like:
- Asana
- Ring Central
- Zendesk
- G-suite
- Slack
- MS Word
- MS Excel
He can start after 1 week notice

Employment History

Hotel Reservation Supervisor

Industry:

Hotel / Hospitality

Employment Period:

December 2006 to November 2008 (23 Months)

Duties and Responsibilities:

Overseeing hotel reservation operations and ensuring that each customer's hotel reservation is properly managed.
Managed a team of 15 people and assisted in increasing hotel membership sales by 25%.
Assuring that employees are working with ethics that are in line with the company's mission and vision.

Customer Service Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2008 to February 2020 (134 Months)

Duties and Responsibilities:

Handled customer inquiries via inbound calls and resolved issues quickly. Assuring that first-call resolution is always met
Interacted with nearly 100 customers during an average shift, exceeding volume targets by 20% while maintaining customer satisfaction.

Inbound Service Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

March 2011 to July 2012 (16 Months)

Duties and Responsibilities:

Memorized the entire product and service line of the company, including prices and special discounts.
Provided client support on a wide range of company products, resolving issues at a 90% rate.
Awarded “Fastest Learner” award during the first month of intern training
Awarded with “Agent of the month” award for three consecutive months for maintaining the highest customer satisfaction rate.

Chat and Email Support

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

February 2016 to March 2017 (13 Months)

Duties and Responsibilities:

Help the company with providing exceptional customer service thru chat and email.
Manages up to 100 client contacts per day by using Zendesk as a CRM.
Handle a team of 5 people while ensuring that emails and chats are answered within the agreed-upon service level while maintaining the highest quality of work

Senior Customer Service Executive

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

May 2017 to August 2018 (15 Months)

Duties and Responsibilities:

Handle 50+ calls daily, with duties including training customers on how to use the banking system for day-to-day business activities while ensuring the highest quality of service.
Received an average 87% customer satisfaction rating, 15% higher than the company average

Virtual Assistant

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2020 to June 2021 (10 Months)

Duties and Responsibilities:

Improve customer experience by taking inbound and outbound calls.
Create procedures to improve the business processes, trained three people with the company's SOP to help improve daily business operations.

Education History

Field of Study:

Education/Teaching/Training

Major:

Secondary Education

Graduation Date:

April 4, 2006

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Customer Experience, Customer Handling, Email Handling, Chat Support,

INTERMEDIATE ★★

Virtual Assistant SkillsData Entry

Work at Home Capabilities:

Internet Bandwidth: 15 Mbps
Working Environment: Private Room
Speed Test Result:
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: Huawei
Processor: AMD Ryzen 5 3500U
Operating System: Windows 10

All-inclusive Rate: USD $7.22/hr

Roschelle

Candidate ID: 370717

Customer Support Phone Support Agents

ADVANCED

Customer Service, Customer Support, Team Management, Operations Management...

INTERMEDIATE

Excel VBA...

Employment Preferences

Availability:

Full Time Part Time

Preferred Timezone:

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 7.22 per hour or $USD 625.93 per month

Full Time: $USD 7.22 per hour or $USD 1251.87 per month

Remote Staff Recruiter Comments

She is proficient in doing tasks such as

Telemarketing
Customer Service
Phone Support
Outbound Calls
Appointment Setting

She is skilled in using tools such as

MS Word
MS Excel
CRM
Inhouse dialer tool

Most successful projects/campaigns

She has been promoted as a Team Manager after of 5 months being a top Sales Agent

She also have knowledge in doing:

Data Mining
Lead Qualifying
People Management
Team Management

She possesses excellent communication skills and she is confident in presenting herself during the interview.

Employment History

Reservations Department Representative

Industry:

Hotel / Hospitality

Employment Period:

June 2020 to March 2021 (9 Months)

Duties and Responsibilities:

Checks guest's reservation on a daily basis.
Responds to guests messages and inquiries.
Calls/text guests using Google voice.
Confirms guests booking and sending them Electronic Door Keypad lock codes.
Creates and updates Guidebooks using Hostfully.
Creates a task and communicates daily to housekeeping, maintenance and inspection every check out.
Checking bookable houses.
Accepting payments and deposits.
Order supplies for all of the properties as per the housekeeper's requests.
Process refunds to guests and file claims for damage.
Responds to guests reviews.
Make sure to keep Super host status and ratings by removing bad reviews.

TELEMARKETER

Industry:

Law / Legal

Employment Period:

August 2017 to September 2017 (1 Months)

Duties and Responsibilities:

Promote migration and visa services globally
Persist in sales even in the face of failure
Chase leads and follow up with phone calls
Schedule appointments and meetings as necessary
Answer queries from clients
Find ways to sell products in the face of a down market
Demonstrate superior time management skills and meet sales deadlines

PHONE SUPPORT PROFESSIONAL

Industry:

Transportation / Logistics

Employment Period:

February 2018 to May 2020 (27 Months)

Duties and Responsibilities:

Calling agents to see if parcels are at the location and marking them in the system accordingly.
Booking couriers to go and collect parcels.

REAL ESTATE VA

Industry:

Property / Real Estate

Employment Period:

July 2017 to October 2018 (15 Months)

Duties and Responsibilities:

Cold calling leads who might be interested in selling or buying new properties
Call leads who might need help to manage their rental properties
Sends free market updates via email
Input gathered data and notes into our database, CRM (MYDESKTOP) and Google spreadsheet
Sends email to my client for prospect sellers that need to have an appraisal
Sets up appointments for my client to visit the property
Conduct follow ups on leads

TEAM MANAGER

Industry:

Law / Legal

Employment Period:

August 2015 to February 2017 (18 Months)

Duties and Responsibilities:

Live calls monitoring
Led employee relations through effective communication, coaching, training and development.
Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Monitored incoming calls and provided feedback to associates to improve quality of service.
Evaluated employee performance on weekly basis and coached and trained team members, increasing quality of work and employee motivation.
Facilitated weekly meetings to communicate team performance goals and results.

SALES PROFESSIONAL

Industry:

Telecommunication

Employment Period:

August 2010 to December 2013 (40 Months)

Duties and Responsibilities:

Inbound calling for a US Telecom Company ( Sprint )
Upselling of products like phones ,plans , broad bands and accessories
Process orders
Take payments
Track orders
Handles billing inquiries and payments

TELEMARKETER/ LEAD QUALIFIER/B2C

Industry:

Banking / Financial Services

Employment Period:

December 2013 to August 2015 (20 Months)

Duties and Responsibilities:

B2C outbound calling
Verify customers application that was submitted online
Check if they qualify for a loan by checking their credit report
Transfer to lender

Education History

Field of Study:

Hospitality/Tourism/Hotel Management

Major:

HOTEL AND RESTAURANT MANAGEMENT

Graduation Date:

June 1, 2000

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Customer Service, Customer Support, Team Management, Operations Management, Real Estate, Telemarketing,

INTERMEDIATE ★★

Excel VBA

Work at Home Capabilities:

Internet Bandwidth: 25 Mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/9324089939
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: Lenovo
Processor: i5 8th gen
Operating System: Windows 10

All-inclusive Rate: USD $7.72/hr

Krizel

Candidate ID: 365347

Customer Support Technical Support Specialists Phone Support Agents Email Support Agents

ADVANCED

Email Lead Generation, Email Handling, Lead Generation, Virtual Assistant Skills...

INTERMEDIATE

Inbound Sales, Outbound Sales, Sales, Salesforce CRM...

Employment Preferences

Availability:

Full Time Part Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 7.72 per hour or $USD 668.99 per month

Full Time: $USD 7.72 per hour or $USD 1337.97 per month

Remote Staff Recruiter Comments

Kriz has a Bachelor's Degree in Information Technology
She has been working for almost 12 years in the BPO, E-Commerce, healthcare Industries where she supported the following tasks:
- Phone Support
  - Inbound calls
  - Outbound calls
- Email and Chat Support
- Customer Service Representative
- Technical Support
- Pre-sales office
- Quote Specialist
- Senior Quality Specialist
She was a Sales Assistant on her recent job where she catered to B2B and B2C Companies where she was tasked to
- Generate Sales Reports
- Gather information of their client
- Analyze the performance of sales
- Scheduling discovery calls in behalf of her clients
She has also exposure on doing sales quote for companies who manufacture cable wires
She has a background handling American Clients.
She has a background using ticketing tools
She is proficient in CRMS, Zoho, Netsuite, Dialer, Google Workspace, Zendesk and MS Office.
She has a good communications skills.
She can start ASAP, amendable working any shifts and open for any full-time or part-time positions.

Predictive Index Profile - Persuader

Strongest Behaviors

Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done.
Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery.
Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.

Behavioral Summary

Krizel is an engaging, stimulating communicator, poised and capable of projecting enthusiasm and warmth, and of motivating other people. Has a strong sense of urgency, initiative and competitive drive to get things done, with emphasis on working with and through people in the process. Understands people well and uses that understanding effectively in influencing and persuading others to act.

Employment History

Customer Support Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2010 to September 2016 (77 Months)

Duties and Responsibilities:

Participate in quality assurance procedures.
Lead call calibrations and perform random-sample audits on calls.
Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

Quote Specialist

Industry:

Computer / Information Technology (Hardware)

Employment Period:

July 2017 to January 2018 (6 Months)

Duties and Responsibilities:

Achieved service time and quality targets.
Actively listened to customers to fully understand requests and address concerns.

Technical Support Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

October 2022 to January 2023 (3 Months)

Duties and Responsibilities:

Handled incoming and outbound calls.

Customer Support Specialist

Industry:

Healthcare / Medical

Employment Period:

December 2016 to October 2022 (70 Months)

Duties and Responsibilities:

Established warm and friendly rapport whilst interacting with customers by phone and email.

Sales Assistant

Industry:

Consulting (Business & Management)

Employment Period:

December 2022 to July 2023 (7 Months)

Duties and Responsibilities:

Order processing and customer account management
Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
Tasks involved live chat operation, supervising work hours and on-call schedules
Authorizing order processing and coordinating time-off requests, managing sales and marketing
Refund and exchange data - assisting with paperwork for potential clients
Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

April 15, 2010

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Email Lead Generation, Email Handling, Lead Generation, Virtual Assistant Skills, Customer Handling,

INTERMEDIATE ★★

Inbound SalesOutbound SalesSalesSalesforce CRM

Work at Home Capabilities:

Internet Bandwidth: Greater than 100mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/14921970537
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: MSI
Processor: 11th Gen Intel(R) Core(TM) i5-1155G7 @ 2.50GHz 2.50GHz
Operating System: Windows 11

All-inclusive Rate: USD $7.22/hr

Krizel

Candidate ID: 365347

Customer Support Technical Support Specialists Phone Support Agents Email Support Agents

ADVANCED

Email Lead Generation, Email Handling, Lead Generation, Virtual Assistant Skills...

INTERMEDIATE

Order Processing, Technical Support...

Employment Preferences

Availability:

Full Time Part Time

Preferred Timezone:

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 7.22 per hour or $USD 625.93 per month

Full Time: $USD 7.22 per hour or $USD 1251.87 per month

Remote Staff Recruiter Comments

Kriz has a Bachelor's Degree in Information Technology
She has been working for almost 12 years in the BPO, E-Commerce, healthcare Industries where she supported the following tasks:
- Phone Support
  - Inbound calls
  - Outbound calls
- Email and Chat Support
- Customer Service Representative
- Technical Support
- Pre-sales office
- Quote Specialist
- Senior Quality Specialist
She was a Sales Assistant on her recent job where she catered to B2B and B2C Companies where she was tasked to
- Generate Sales Reports
- Gather information of their client
- Analyze the performance of sales
- Scheduling discovery calls in behalf of her clients
She has also exposure on doing sales quote for companies who manufacture cable wires
She has a background handling American Clients.
She has a background using ticketing tools
She is proficient in CRMS, Zoho, Netsuite, Dialer, Google Workspace, Zendesk and MS Office.
She has a good communications skills.
She can start ASAP, amendable working any shifts and open for any full-time or part-time positions.

Predictive Index Profile - Persuader

Strongest Behaviors

Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done.
Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery.
Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.

Behavioral Summary

Employment History

Sales Assistant

Industry:

Employment Period:

December 2022 to July 2023 (7 Months)

Duties and Responsibilities:

Order processing and customer account management
Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
Tasks involved live chat operation, supervising work hours and on-call schedules
Authorizing order processing and coordinating time-off requests, managing sales and marketing
Refund and exchange data - assisting with paperwork for potential clients
Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

Quality Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

May 2010 to October 2016 (77 Months)

Duties and Responsibilities:

Participate in quality assurance procedures.
Lead call calibrations and perform random-sample audits on calls.
Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

SENIOR SPECIALIST QUALITY

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

May 2010 to October 2016 (77 Months)

Duties and Responsibilities:

NORTH AMERICAN TECHNICAL SUPPORT

QUOTE SPECIALIST

Industry:

Manufacturing / Production

Employment Period:

August 2017 to February 2018 (6 Months)

Duties and Responsibilities:

Achieved service time and quality targets.
Actively listened to customers to fully understand requests and address concerns.

Customer Support Specialist

Industry:

Healthcare / Medical

Employment Period:

December 2016 to October 2022 (70 Months)

Duties and Responsibilities:

Established warm and friendly rapport whilst interacting with customers by phone and email.

Education History

Field of Study:

Major:

phone and email

Graduation Date:

October 1, 2022

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Email Lead Generation, Email Handling, Lead Generation, Virtual Assistant Skills, Customer Handling,

INTERMEDIATE ★★

Order ProcessingTechnical Support

Work at Home Capabilities:

Internet Bandwidth: Greater than 100mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/14921970537
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: MSI
Processor: 11th Gen Intel(R) Core(TM) i5-1155G7 @ 2.50GHz 2.50GHz
Operating System: Windows 11

All-inclusive Rate: USD $13.68/hr

Eileen

Candidate ID: 364339

Customer Support Phone Support Agents

ADVANCED

Zendesk, Google Sheets, CRM, Salesforce CRM...

INTERMEDIATE

Customer Service, Email Support, Chat Support...

Employment Preferences

Availability:

Part Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 7.02 per hour or $USD 608.71 per month

Remote Staff Recruiter Comments

She is an experienced Customer Service Representative and has acquired experiences in:

Team Management
People Management
Customer Service
Phone Support
Administrative Support

She has handled accounts like:

US Telecommunications
US Bank/Credit
US Insurance
US Healthcare

She is now working as a Team Leader handling 41 agents

She possesses good communication skills

She is employed and needs 2 weeks to render for her resignation

Employment History

Subject Matter Expert

Industry:

Telecommunication

Employment Period:

March 2012 to March 2014 (24 Months)

Duties and Responsibilities:

Took over escalation calls
Discuss the breakdown of the bills and offer a different set of bundle to add to their services.
Process payments by gathering details of their card.

Banking Officer

Industry:

Banking / Financial Services

Employment Period:

April 2014 to March 2015 (11 Months)

Duties and Responsibilities:

Maintains customer records by updating account information.
Provide inbound customer support billing inquiries, policies/procedure, account activation, balance transfer.
Follow structural call handling procedures, scripts, transfer protocol and call-related processes that lead to customer satisfaction and call resolution.

Healthcare Specialist

Industry:

Healthcare / Medical

Employment Period:

April 2016 to May 2017 (13 Months)

Duties and Responsibilities:

Follow up on the claim of the nurses/doctors.
Provided the charges, benefits, and eligibility associated with patients' insurance.
Ensure confidentiality of patient’s information/bank/details, contact numbers, and other personal information.

Fraud Specialist

Industry:

Banking / Financial Services

Employment Period:

September 2016 to May 2017 (8 Months)

Duties and Responsibilities:

Detect early signs of fraudulent activity
Review the credit history of the customer
Thorough verification on the caller.

Team Leader

Industry:

Telecommunication

Employment Period:

December 2017 to August 2020 (32 Months)

Duties and Responsibilities:

Make sure to have reached the quota on a daily basis
Send an intraday report to check productivity
Send end of day report.
Directly report to the client for any issues arise on the leads that were given
Send an update or insights of the merchant.
Do time adjustment for 43 agents.
Distribute the leads to the team equally

Education History

Field of Study:

Nursing

Major:

Nursing

Graduation Date:

March 23, 2012

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Zendesk, Google Sheets, CRM, Salesforce CRM, 3CXPhone, Customer Support,

INTERMEDIATE ★★

Customer ServiceEmail SupportChat Support

Work at Home Capabilities:

Internet Bandwidth: 15 Mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/10006058596
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: Dell
Processor: intel (R) Core (tm) i7-3740QM
Operating System: Windows 10

All-inclusive Rate: USD $9.71/hr

Rose

Candidate ID: 362661

Customer Support Lead Generation Specialists

ADVANCED

Administrative Skills, Administrative Support, Chat Support, Customer Handling...

INTERMEDIATE

Zoho CRM, YouTube, Asana, Back-office...

Employment Preferences

Availability:

Part Time Full Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time UK London

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 7.72 per hour or $USD 668.99 per month

Full Time: $USD 9.71 per hour or $USD 1682.38 per month

Remote Staff Recruiter Comments

Rose has been doing lead generation and data mining since 2015
Worked for a US-based, and AU-based client doing lead generation for a company selling solar equipment, digital marketing firm, and medical staffing agency
Researched contact information like personal email addresses and phone numbers of potential leads provided by the client
Made outbound calls to gather more information about the lead not found online
Has extensive hands-on experience with, HubSpot, LinkedIn, Apollo.io, Zoho, and Salesforce CRM
She also has experience with Hunter.io, email finder, excel
She is open for both part-time and full-time positions and is available to start immediately
70 connects in a week, can setup 2-3 appointments per week (working part-time)
She has experience closing deals by herself. She is able to close 2-3 deals in one month

Predictive Index Behavioral Profile- Guardian
https://www.predictiveindex.com/reference-profile/guardian/

Strongest Behaviors

Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

Behavioral Summary
A very conscientious and disciplined person; particularly careful, thorough, and accurate in their work. This individual is exacting and strives to produce results that precisely meet the established goals. Works best where there are clear standards, expectations, reporting relationships and measurements for the work. Rose Marie will depend upon professional training, their own experience, or management leadership, to provide those standards and the structure needed for their work.

Rose has been doing lead generation and data mining since 2015
Worked for a US-based, and AU-based client doing lead generation for a company selling solar equipment, digital marketing firm, and medical staffing agency
Researched contact information like personal email addresses and phone numbers of potential leads provided by the client
Made outbound calls to gather more information about the lead not found online
Has extensive hands-on experience with, HubSpot, LinkedIn, Apollo.io, Zoho, and Salesforce CRM
She also has experience with Hunter.io, email finder, excel
She is open for both part-time and full-time positions and is available to start immediately
She consistently meets the quotas, 500 leads per week, 300 of which are warm to hot leads
She has experience closing deals by herself. She is able to close 2-3 deals in one month

Predictive Index Behavioral Profile- Guardian
https://www.predictiveindex.com/reference-profile/guardian/

Strongest Behaviors

Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

Employment History

Data Mining/Data Entry Specialist

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2016 to May 2017 (10 Months)

Duties and Responsibilities:

Data Collection using Search Engines and other Social Media Platforms
Updating leads using ZOHO CRM and Google Spreadsheet
To scrape and get all details, info of Job posts under Gumtree using VPN
Update and Edit leads under Personal Platform Found Pinoy.

Sales Chat Executive

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2014 to February 2015 (8 Months)

Duties and Responsibilities:

Evaluating an account
Processing of payments using credit cards
Account Plan changes and subscription
Scheduling the dispatch team for Installation and repair
Checking for the serviceability of the area.

Finance Specialist / Customer Support Agent

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

January 2010 to December 2010 (11 Months)

Duties and Responsibilities:

Evaluating an account, processing of payments using credit cards and wired checking account.
Hard core support for technical problems of customer’s phones.
Answer all the concern questions and claims they have for the service we provide.
Give the customers the world class call support & handling.
Processing sales and orders.
Establish prices of goods, services or admission and tabulate bills.
Scheduling the dispatch team for Installation and to check the availability of the area.

Finance Specialist / Hard core Support Agent

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2008 to December 2008 (6 Months)

Duties and Responsibilities:

Provides information to the public on services available.
Evaluating an account
Schedule customer’s payment plan.
Plan exchange and subscription
Deactivation and Activation of an account
Technical support for the service that we provide the customers.
Processing of payments using credit card.
Processing the customer’s return exchange, insurance, and repair.
Processing of sales and orders.
We build a friend or family like atmosphere with a customer to provide a world class service.

Partnership Coordinator

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2016 to September 2016 (0 Months)

Duties and Responsibilities:

Call Australian companies and ask the HR Manager's contact details.
Inviting the HR Managers for Leadership and Management events.
Data Collection using Search Engines and other Social Media Platforms
Updating all Leads using Salesforce

Quality Assurance

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

January 2015 to January 2015 (0 Months)

Duties and Responsibilities:

Call Listening
Evaluating a call recording according to scoreboard provided

Outbound Telemarketing Specialist

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

October 2015 to March 2016 (5 Months)

Duties and Responsibilities:

Contact businesses or private individuals by telephone in order to solicit sales for goods or services
Obtain customer information such as name, address, and payment method, and enter orders into the database.
Record names, addresses, purchases, and reactions of prospects contacted.
Adjust sales scripts to better target the needs and interests of specific individuals.
Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
Maintain records of contacts, accounts, and orders.
Schedule appointments for sales representatives to meet with prospective or for customers to attend sales presentation

Data Scraper/Researcher (Part Time)

Industry:

Repair and Maintenance Services

Employment Period:

January 2016 to March 2023 (86 Months)

Duties and Responsibilities:

Maintain records of contacts
Research for possible Leads with current Solar Panel
Research for divisions that approve Solar Panel
Check every location and city for the availability of Solar Panel

Marketing Lead Executive and Lead Researcher

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

May 2015 to June 2015 (0 Months)

Duties and Responsibilities:

Data Mining of Leads
Managing the lead generator
Managing CRM
Emailing targeted clients
Outbound Calling
Setting up an appointment

Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

March 1, 2002

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Administrative Skills, Administrative Support, Chat Support, Customer Handling, Customer Experience, Customer interaction management, Billing, Customer Retention, Customer Service, Customer Support, Data Collection, Data Entry, Data Encoding, Data Processing, Order Entry, Order Management, Order Processing, Order tracking,

INTERMEDIATE ★★

Zoho CRM, YouTube, Asana, Back-office, Business Card Design, Call Handling, Call Management, Call QA, Cashiering, CRM, Customer Handling, Customer Experience, Dropbox, E-learning, Email Marketing, Google Calendar, Google Docs, Google Drive, Google Maps, Handicraft Design, Inbound Calls, Inbound Collections, Inbound Sales, Instant Messaging, Internet BrowsingInternet ApplicationsInternet ResearchiOS TroubleshootingPhone Support

Work at Home Capabilities:

Internet Bandwidth: 100 Mbps and above
Working Environment: Private Room
Speed Test Result: N/A
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: DELL
Processor: Intel Core i7
Operating System: Windows 10

All-inclusive Rate: USD $8.12/hr

Sabina

Candidate ID: 359156

Customer Support Email Support Agents Chat Support Agents

ADVANCED

Chat Support, Customer Support, Customer Service...

INTERMEDIATE

Microsoft Office, Sales, Sales Promotion...

Employment Preferences

Availability:

Part Time Full Time

Preferred Timezone:

Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 8.12 per hour or $USD 703.43 per month

Full Time: $USD 8.12 per hour or $USD 1406.86 per month

Remote Staff Recruiter Comments

Sabina has 8 years of experience as a Virtual Assistant, specializing in Office and Trust Accounting, technical support, helpdesk live chat support, bookkeeping using MYOB, product listings, and website administration for US and Australian clients. She has worked with e-commerce platforms, managed procurement and inventory for online stores, and handled back-office administration tasks such as payables, receivables, and EOM reconciliation. Sabina has also provided support for legal software integration, monitored chat quality, and resolved product listing issues.
She is proficient in:
- Customer service via email, chat and phone
- Order processing (order taking and order entry)
- Technical support
- Inbound Sales
- Data Entry
- Payables and Receivables Management
- Leap Legal Software
- Google Merchant
- Product Listings (Trademe, Magento)
- Inventory and Procurement Management
- Bookkeeping (AU)
- MYOB
- Quality Monitoring and Reporting
- Technical Support and Documentation
- Document Handling
- Email Management
- EOM Reconciliation
She has worked for campaigns under:
- Telecommunications
- Accounting
- Software
Tools she has worked with are:
- Salesforce
- Siebel
- Xero
- MYOB
- Quickbooks
- Zendesk CRM
- Leap
- Xero, MYOB
- Trademe, Magento
Available to start immediately.
Predictive Index Behavioral Profile - Guardian
Strongest Behaviors:
Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
Unhurried and deliberate, stable and will do things using the established process;
Behavioral Summary:
A very conscientious and disciplined person; particularly careful, thorough, and accurate in their work. She is exacting and strives to produce results that precisely meet the established goals. Works best where there are clear standards, expectations, reporting relationships and measurements for the work. Janine Joie will depend upon professional training, their own experience, or management leadership, to provide those standards and the structure needed for their work. Given sufficient experience, She will produce work of high quality, giving close attention to the accuracy of details. Stable and dependable; consistent in her actions and, if necessary, has sufficient patience to do work of a repetitive nature. Believes in having, and following, well-defined processes and procedures

Sabina has 8 years of experience as a Virtual Assistant, specializing in Office and Trust Accounting, technical support, helpdesk live chat support, bookkeeping using MYOB, product listings, and website administration for US and Australian clients. She has worked with e-commerce platforms, managed procurement and inventory for online stores, and handled back-office administration tasks such as payables, receivables, and EOM reconciliation. Sabina has also provided support for legal software integration, monitored chat quality, and resolved product listing issues.
She is proficient in:
- Customer service via email, chat and phone
- Order processing (order taking and order entry)
- Technical support
- Inbound Sales
- Data Entry
- Payables and Receivables Management
- Leap Legal Software
- Google Merchant
- Product Listings (Trademe, Magento)
- Inventory and Procurement Management
- Bookkeeping (AU)
- MYOB
- Quality Monitoring and Reporting
- Technical Support and Documentation
- Document Handling
- Email Management
- EOM Reconciliation
She has worked for campaigns under:
- Telecommunications
- Accounting
- Software
Tools she has worked with are:
- Salesforce
- Siebel
- Xero
- MYOB
- Quickbooks
- Zendesk CRM
- Leap
- Xero, MYOB
- Trademe, Magento
Available to start immediately.
Predictive Index Behavioral Profile - Guardian
Strongest Behaviors:
Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
Unhurried and deliberate, stable and will do things using the established process;
Behavioral Summary:
A very conscientious and disciplined person; particularly careful, thorough, and accurate in their work. She is exacting and strives to produce results that precisely meet the established goals. Works best where there are clear standards, expectations, reporting relationships and measurements for the work. Janine Joie will depend upon professional training, their own experience, or management leadership, to provide those standards and the structure needed for their work. Given sufficient experience, She will produce work of high quality, giving close attention to the accuracy of details. Stable and dependable; consistent in her actions and, if necessary, has sufficient patience to do work of a repetitive nature. Believes in having, and following, well-defined processes and procedures

Employment History

Back Office Administrator

Industry:

Construction / Building / Engineering

Employment Period:

November 2021 to May 2022 (6 Months)

Duties and Responsibilities:

Enter monthly expenses into MYOB, ensuring all expenses have OR or invoice attachments.
Enter and reconcile all credit card expenses monthly in MYOB.
Provide support to the counterpart Accountant in AU and liaise with other team members in the organization.
Communicate with the warehouse and sales personnel to resolve discrepancies in product price, quantity, description, and code.
Enter daily payables into MYOB and reconcile daily sales orders.
Manage purchase orders to suppliers.
Reconcile suppliers’ invoices in both WMS and MYOB.
Perform end-of-month (EOM) statement reconciliation in MYOB.
Submit EOM inventory reports to the General Manager.
Email suppliers when payments are made.
Send monthly statements to customers and track email receipts in case of disputes.
Perform basic bookkeeping tasks, such as invoicing, processing bills, and monitoring accounts receivable.

ONLINE CHAT SUPPORT

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

August 2015 to June 2019 (45 Months)

Duties and Responsibilities:

Provide Office/Trust accounting and bank reconciliation support within LEAP and V10 software.
Deliver technical and documentation support for merge and error issues.
Manage email queue using Salesforce and ensure timely responses.
Resolve issues by providing clear, step-by-step resolutions.
Support the integration of LEAP with various software, including RapidPay, ByLawyers Precedents, LawConnect, and InfoTrack.
Assist clients with entering Office/General Accounts or Trust Accounts entries.
Reconcile out-of-balance entries in Trust Accounting within LEAP.
Help clients identify and rectify issues with journals not syncing with MYOB or XERO.
Assist lawyers with document automation issues, such as merge fields not populating on settlement sheets, precedents, legal documents, invoices, statements, or any document templates.
Resolve errors or computation issues in legal precedents.
Monitor and report glitches and common issues encountered after software updates.
Send emails to provide resolutions and technical assistance.
Troubleshoot software-related issues.
Manage the daily queue, check for duplicate cases, and fix entries with missing information in the database.
Build and maintain positive relationships with customers.

CUSTOMER SERVICE REPRESENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

January 2013 to March 2015 (26 Months)

Duties and Responsibilities:

Make sure that the customer is satisfied with the customer service before disconnecting the call.
Make sure that all issues/concerns are resolve.
Case manage the customer, especially if it will lead to complaints/TIO.
Handle all customers' inquiry from billing, payment, sales, activations, technical issues, disputes, complaints, connections, disconnections, retention (saves).
Update customer details.
Handle customers' clarification, and objection on the services acquired.
Activate mobile and broadband (wireless, ADSL, cable) and PSTN (landline) services.
Provide new connection on mobile and broadband (wireless,ADSL, cable) and PSTN (landline).
Identify if broadband is serviceable on the area.
Create opportunity for customers. Submit Lead for an opportunity of new services, new connection, or re-contract of an existing service.
Make sure that all metrics are met.

CUSTOMER SERVICE REPRESENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

May 2010 to September 2012 (28 Months)

Duties and Responsibilities:

Answer all inquiries in a timely and appropriate manner.
Handle all inquiries of the Provider.
Make sure that provided information is all correct.
Process Claims of the Provider.
Identify if medical codes are covered or not under the medical policy.
Handle complaints from the Provider.
Provide Benefits and medical coverage to Providers (Doctors, Specialists)
Need to maintain and pass all the required metrics of the campaign

CUSTOMER SERVICE REPRESENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2008 to April 2010 (19 Months)

Duties and Responsibilities:

Do chat support to customers/texters.
Answer all inquiries in a timely manner.
The reply should be brief and concise.
Make sure that all guidelines are followed.
Provide the correct phone number of the establishment/company
Provide accurate directions of a certain place.

CHAT QA SPECIALIST

Industry:

Computer / Information Technology (Software)

Employment Period:

November 2019 to April 2021 (16 Months)

Duties and Responsibilities:

Utilize a quality monitoring data management system to compile and track the performance of all agents.
Monitor and evaluate 500 chat transcripts weekly.
Assist in designing chat monitoring formats and establishing quality standards.
Coordinate chat calibration sessions to support quality assurance.
Generate and provide reports for management review.
Conduct chat monitoring in accordance with company policies and procedures

Website Administrator

Industry:

Retail / Merchandise

Employment Period:

August 2018 to October 2023 (62 Months)

Duties and Responsibilities:

Ensure alignment of pricing, inventory, and shipping details between the Trademe platform and the website.
List new products on both the website and Trademe.
Update and manage product information, images, inventory, and pricing across all platforms.
Conduct quarterly price reviews for all listed items.
Handle dropshipping orders from suppliers to customers.
Follow up on customer payments.
Reconcile suppliers' end-of-month statements.
Respond to customer queries and questions.
Process disputes regarding pricing discrepancies with suppliers.
Record and report sales orders and purchase orders on a monthly basis.
Manage emails efficiently.

Virtual Assistant

Industry:

Retail / Merchandise

Employment Period:

November 2022 to April 2024 (17 Months)

Duties and Responsibilities:

Add new products to the website or platform.
Resolve and troubleshoot any product listing issues and discrepancies.
Write and optimize product descriptions in line with SEO best practices.
Handle product returns, claims, disputes, and refunds.
Process claims with various couriers, including Royal Mail, Parcel Monkey, Parcel Force, and Evri.
Respond to customer queries and questions promptly.
Manage purchase orders to suppliers.
Monitor incoming and outgoing deliveries.
Manage and update product information, images, inventories, and pricing.

Legal Software Client Care Specialist

Industry:

Computer / Information Technology (Software)

Employment Period:

June 2024 to January 2025 (6 Months)

Duties and Responsibilities:

Deliver excellent customer service by resolving LEAP product queries accurately and promptly via Live Chat
Address general client software and hardware inquiries through Live Chat
Troubleshoot, diagnose, and resolve application-related issues
Record detailed notes in the CRM using the standard template, including information for calls requiring escalation
Continuously update LEAP software knowledge in line with the capability matrix

Medical VA - Acounting

Industry:

Environment / Health / Safety

Employment Period:

December 2024 to July 2025 (6 Months)

Duties and Responsibilities:

Reconcile incoming and outgoing payments against invoices and remittance advices to ensure accurate financial records.
Match payments received with entries in the patient management system to maintain up-to-date account status.
Reconcile ACC payments to verify accuracy and completeness of claims and receipts.
Support the invoicing process for business clients, ensuring timely and accurate billing.
Assist in compiling detailed reports for budgeting and funding assessments, contributing to informed financial planning.

Education History

Field of Study:

Computer Science/Information Technology

Major:

COMPUTER SCIENCE

Graduation Date:

March 1, 1999

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Chat SupportCustomer SupportCustomer Service

INTERMEDIATE ★★

Microsoft OfficeSalesSales Promotion

Work at Home Capabilities:

Internet Bandwidth: Between 5mbps to 100mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/16326639926
Internet Type: Fiber
Hardware Type: Desktop
Brand Name: Dell Optiplex 3070
Processor: Intel(R) Core(TM) i5-9500 CPU @ 3.00GHz
Operating System: Windows 11

All-inclusive Rate: USD $7.22/hr

Lee

Candidate ID: 308181

Customer Support Outbound Sales Specialists Lead Generation Specialists Inbound Sales Representatives

ADVANCED

Customer Service, Customer Support, Inbound Calls, Outbound Calling...

INTERMEDIATE

Chat Support, Email management...

Employment Preferences

Availability:

Full Time

Preferred Timezone:

Australian Western Standard Time New Zealand Daylight Time Australian Central Standard Time Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 7.22 per hour or $USD 1251.87 per month

Remote Staff Recruiter Comments

Candidate has more than 8 years of experience in the BPO industry.
He worked as Customer Service Representatives and was promoted twice as Team Leader and Senior Team Leader.
Lee worked under Telecommunication, Financial, Retail and Real Estate Campaign under US, AU and UK Client.
His expertise would be in Sales and Customer Support. He also trained new hired employees with Software and Product Learning when he was Senior Team Lead.
He gained experience in:
- Customer Support
- Sales (Inbound/Outbound)
- Appointment Setting
- Lead Generation
- Cold Calling
He is knowledgeable in tools such as:
- Podio
- Slack
- SalesForce
- CRM
- Ringcentral
- Netsuite
- Avaya
- PDA Software
- Convoso
- Skype
- Rest Software
- Microsoft Applications
He can star immediately

Predictive Index Behavioral Profile - Specialist

https://www.predictiveindex.com/reference-profile/specialist/

Strongest Behaviors:

Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.

Behavioral Summary:

Lee is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Lee, who takes responsibilities very seriously.

With experience and/or training, Lee will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and Lee is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.

Employment History

ASSISTANT PROPERTY MANAGER

Industry:

Property / Real Estate

Employment Period:

November 2021 to April 2022 (5 Months)

Duties and Responsibilities:

Check emails and respond to tenants’ inquiries
Update Airtable every now and then
Check online application in Inspect Real Estate
Call Rental and Employment References through Zoiper
Call Prospect and request for documents needed to proceed with application -Create New Tenancy in Property Tree
Draft Lodge New Bond for New Tenancy through Bonds online
Send Welcome Letter
Upload Application Form and IDs in Property Tree
Draft lease for New Tenancy document integrated REIWA Property Tree -Upload signed New Tenancy Lease in Property Tree
Upload signed Lease and update lease start and end date through Property Tree -Draft lease renewal document integrated REIWA Property Tree
Draft rent increase Form 10 integrated REIWA Property Tree
Draft Bond Variation online
Process Invoicing tenants through Property Tree
Update Rent increase date in Property Tree
Draft inspection report through Inspection Express
Generate CMA (Comparative Market Analysis) Report through RP Data Core Logic -Extract and generate Lease Expiry through Property Tree to Airtable
Extract and generate Rent Review Expiry through Property Tree to Airtable
Extract and generate Arrears through Property Tree to Airtable
Gather information in realestate.com.au for Suburb stock, Surrounding Suburb Stock and Median Rent -Email tenant of their intention before lease expires
Inform and communicates with Property Managers through MS Teams or through Outlook
Update cloud-base (Fresh Cloud) spreadsheet of Property Managers Lease Renewal Fees
Advise and remind Property Managers if lease has not been returned by the Tenant
Attend morning meetings everyday with Property Managers
Attend weekly Property Manager's Meeting

Customer Service Representative

Industry:

Telecommunication

Employment Period:

September 2011 to October 2012 (13 Months)

Duties and Responsibilities:

Assist customers in porting of numbers
Assist customers in troubleshooting their phones

Customer Service / Technical Support

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2012 to June 2013 (5 Months)

Duties and Responsibilities:

Receive inbound calls from customer and assist them by troubleshooting their internet modem
Provide an option and walk through with the step by step troubleshooting
Schedule maintenance and Technician visit to customer's location
Make sure that KPI's are met and exceed the expectation

Chat Support Representative( Norton Symantec)

Industry:

Computer / Information Technology (Software)

Employment Period:

August 2013 to February 2014 (6 Months)

Duties and Responsibilities:

Receive incoming chats worldwide
Assist customer with their Anti-virus issue
Basic troubleshooting by remote access to customers computer
Uninstalling and reinstalling Norton Anti-Virus
Removing of virus mannually through remote access

Customer Service Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

May 2013 to December 2014 (19 Months)

Duties and Responsibilities:

Receive inbound calls from customer and assist them with activating their Netspend card
Provide exceptional customer service
Provide accurate information of transactions made and breakdown

VA (PROPERTY MANAGER)

Industry:

Property / Real Estate

Employment Period:

January 2014 to June 2016 (29 Months)

Duties and Responsibilities:

Team Huddle and discuss what should be prioritized.
Check email if rental Prospects sent their application form
Review the form if there are missing field that the Prospect missed
Call Landlord, co-worker, supervisor or manager as their reference number for background checking
Review and send contracts via Email
Contact Prospect that the application was approved, sign the contract and ask if when to move in
Email and text to existing tenants reminding them to pay their monthly rental
Email tenants of their eviction letter from court
Contact repair man and schedule for repair

Senior Team Leader

Industry:

Healthcare / Medical

Employment Period:

February 2017 to May 2019 (26 Months)

Duties and Responsibilities:

In charge of daily operation
Interviewing of applicants
Training of New Hires ( Account Specific )
Reporting and discussing bonus Grid to the CEO
Interviewing, Training and assigning of Doctors task for DME prescription
Ensuring that agents met the expected Sales Quota for the day

Team Leader II

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2019 to July 2021 (19 Months)

Duties and Responsibilities:

Coaching and feedback to 15 agents
Upload and serve sanctions during coaching session
Extract and filter Team Break and Shifting Schedule to G-sheet
Collate pay disputes for the whole site
Huddle and update team standing
Tracks all system issues reported by the agent
Other Admin Tasks assigned by Operations Supervisor

Education History

Field of Study:

Hospitality/Tourism/Hotel Management

Major:

BSMT

Graduation Date:

March 15, 2005

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Customer Service, Customer Support, Inbound Calls, Outbound Calling, Virtual Assistant Skills, Leadership, Team Management,

INTERMEDIATE ★★

Chat SupportEmail management

Work at Home Capabilities:

Internet Bandwidth: Between 5mbps to 100mbps
Working Environment: Private Room
Speed Test Result: Download: 16.42, Upload: 33.78
Internet Type: DSL
Hardware Type: Desktop
Brand Name: Dell
Processor: Core i5
Operating System: Windows 10

All-inclusive Rate: USD $6.23/hr

Jennifer

Candidate ID: 305945

Customer Support Technical Support Specialists Phone Support Agents Email Support Agents

ADVANCED

Customer Service, Technical Support, Chat Support, Hubspot CRM...

INTERMEDIATE

Administrative Skills...

Employment Preferences

Availability:

Full Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 6.23 per hour or $USD 1079.66 per month

Remote Staff Recruiter Comments

Jen took Nursing in college and has 10 years of work experience in the BPO industry. She was a Technical Support Specialist for a telecommunications account catering to US-based clients and she recently worked as a contractor of Remote Staff for almost 5 years.
She was a Customer Service Support for an e-commerce business in Australia through Remote Staff where she was exposed to logistics (tracking parcels and coordinating with drivers) and became familiar with freight forwarding. She was exposed to monitoring and tracking of orders too.
She is competent in providing customer service through calls, emails, and chats.
She used to work with manufacturing companies that sell gadgets like laptops, TVs, accessories, and other electronic products.
She is highly skilled in supporting the following tasks:
- email management
- calendar management
- data entry
- phone handling
- sales
- appointment setting
- account management
- vendor verification
- onboarding of business partners
She has basic knowledge of lead generation.
She handled an average of 128 tickets for calls, emails, and chats.
She is proficient with MS Office, Amazon, Zendesk, Freshdesk, Power BI, Air Table, Slack, and Google Suite.
She is available to start immediately and is amenable to working part-time in any schedule.

Predictive Index Behavioral Profile - Specialist

Strongest Behaviors

Detail-oriented and thorough; works to ensure things don’t fall through the cracks and follow up to ensure they’re done properly and on time.
Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”

Behavioral Summary

Jennifer is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

Employment History

Senior Customer Support Associate

Industry:

Transportation / Logistics

Employment Period:

August 2018 to March 2023 (55 Months)

Duties and Responsibilities:

Senior Customer Support Associate - Customer Service Department

Assisted customers via phone calls, emails, and chats.
Managed the tracking of returns and deliveries for parcels from local stores.
Took on the role of escalation support and process trainer.

Admin Assistant - Logistic Department and Onboarding Team

Served as dispatch support for the Amazon home delivery project in 2020.
Supported account managers in the onboarding process for new partner stores, including sending contracts, creating profiles in Airtable, and conducting phone call training.
Contributed to the loss prevention team by identifying and resolving missing parcels in store

Technical Support Specialist

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2013 to August 2018 (61 Months)

Duties and Responsibilities:

Technical Support II - Verizon Telecommunication 2015 - 2018

Assisted customers in troubleshooting home phone, internet, and television (FIOS) issues.
Initiated technician dispatches to the area if problems could not be resolved over the phone.
Coordinated with the network office for outage diagnosis. Sales

Chat Support - Toshiba America 2013 - 2015

Guided customers in selecting the right laptop for their needs and processed online orders.
Addressed customer inquiries regarding order status, returns, and exchanges.
Creating quotations for sales inquiries and business orders

Sales Chat Support

Industry:

Electrical & Electronics

Employment Period:

January 2013 to January 2015 (24 Months)

Duties and Responsibilities:

Guided customers in selecting the right laptop for their needs and processed online orders.
Addressed customer inquiries regarding order status, returns, and exchanges.
Creating quotations for sales inquiries and business orders

Customer Support - Billing Department

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2012 to January 2013 (9 Months)

Duties and Responsibilities:

Helped customers understand their bills through phone calls.
Assisted customers in the activation of their phones.
Created new additional accounts for customers.

Proof Reader | Freelance

Industry:

Retail / Merchandise

Employment Period:

March 2023 to March 2024 (12 Months)

Duties and Responsibilities:

Proof reads articles that will be published for e-commerce websites.
Create Contents for specific topics as per client request

Virtual Assistant

Industry:

Entertainment / Media

Employment Period:

May 2024 to February 2025 (9 Months)

Duties and Responsibilities:

Assisted in sourcing client leads, including venues, concert tour hosts, coordinators, and public relations professionals to expand business opportunities.
Developed and maintained relationships with key industry contacts to facilitate successful partnerships and event planning.
Collaborated on upcoming projects and video shoots, helping to organize creative ideas and document key details to ensure seamless execution.
Provided logistical support to streamline project planning and enhance efficiency.

Education History

Field of Study:

Nursing

Major:

Nursing

Graduation Date:

March 30, 2006

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Customer Service, Technical Support, Chat Support, Hubspot CRM, Salesforce CRM,

INTERMEDIATE ★★

Administrative Skills

Work at Home Capabilities:

Internet Bandwidth: Between 5mbps to 100mbps
Working Environment: Private Room
Speed Test Result: Download: 40.38 Upload: 49.48
Internet Type: Cable
Hardware Type: Laptop
Brand Name: Huawei
Processor: AMD Ryzen 7
Operating System: Windows 11

All-inclusive Rate: USD $7.02/hr

Jennielyn

Candidate ID: 305495

Customer Support Phone Support Agents

ADVANCED

Phone Support, Quality Assurance, Quality audit, Quality Management...

INTERMEDIATE

Email Support, Chat Support, Email management...

Employment Preferences

Availability:

Full Time

Preferred Timezone:

Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 7.02 per hour or $USD 1217.43 per month

Remote Staff Recruiter Comments

Jenna took Electronics and Communications Engineering in college. She's been working since 2006 in the BPO and handled financial services and healthcare campaigns. She was a former contractor of an NZ-based liquid management solutions business through Remote Staff for 7 months as a Warranty Claims and Customer Service Specialist.
At present, she is employed as a Healthcare Advisor in a BPO.
Some of her responsibilities include:
- Responsible for assessing customers' claims and disputes
- Responsible for making decisions and granting customers' claims
- Receive customer inquiries and escalations regarding our services
- Responsible for assisting, adjusting, and reprocessing medical claims
- Responsible for finding healthcare providers and facilities for customers with medical needs
- Responsible for quoting benefits for client’s medical coverage
- Responsible for troubleshooting ordering and delivery errors in the most cost-efficient way for the client.
She used several applications and software such as Microsoft Office Apps (Word, Excel, PowerPoint), Citrix, Salesforce, Verint, Epic, Canva, UI Path, CPF, CED, and other DOS-based tools.
She can start after 2 weeks.
She is amenable to a day shift, preferably a full-time role.

Predictive Index Behavioral Profile - Persuader

Strongest Behaviors

Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.
Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.

Behavioral Summary

Maggie is an engaging, stimulating communicator, poised and capable of projecting enthusiasm and warmth, and of motivating other people.

Has a strong sense of urgency, initiative and competitive drive to get things done, with emphasis on working with and through people in the process. Understands people well and uses that understanding effectively in influencing and persuading others to act.

Employment History

Quality Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2020 to September 2023 (37 Months)

Duties and Responsibilities:

Ensuring that customer service representatives on the floor adhere to client expectations
Providing weekly/monthly analytics and end-of-day reports for the line of businesses that I handle for the company
Quality Talks for new-hire batches
Call calibration with clients
Call certification for trainees
Call audits and coaching
Reviewing, overturning and escalating calls as stipulated in the company's Call Handling Guidelines
In charge of presenting month ending analytics to senior operation managers, operation managers, team managers, team leads, and clients

Claims and Warranty Customer Support

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2018 to February 2019 (6 Months)

Duties and Responsibilities:

Load and process incoming claims in Salesforce
Communicate claims/issues to the team
Quality meetings with client
Communicate with customer the progress and status of their claim
Communicate with Operations to resolve claims
Load claims to Freight Forwarders for damage in transit
Generate credits as required and upon confirmed receipt of goods returned
Prepare documentation for refunds and forward to Accountant to process
Weekly Claims Report to Operations Manager
Co-ordinate contractors and repairs nationwide

Account Associate II

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

November 2016 to May 2018 (18 Months)

Duties and Responsibilities:

Responsible for assessing customers' claims and disputes.
Responsible for making decisions and granting customers' claims.
Receive customer enquiries and escalations regarding our services.
Responsible for mentoring and sharing of best practices in call handling to members of the team.
Ensure that the qualities of customer contacts meet our clients’ expectations.

Disputes and Claims Specialist

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2006 to February 2015 (98 Months)

Duties and Responsibilities:

Responsible for assessing customers' claims and disputes.
Responsible for making decisions and granting customers' claims.
Receive customer enquiries and escalations regarding our services.
Responsible for mentoring and sharing of best practices in call handling to members of the team.
Ensure that the qualities of customer contacts meet our clients’ expectations

ACCOMPLISHMENTS:

Consistently earned the "Top Performer of the Month" award for our account.
Have earned the company's Platinum Award for completing 9 years of service with the company

Healthcare Advisor

Industry:

Healthcare / Medical

Employment Period:

October 2023 to December 2023 (2 Months)

Duties and Responsibilities:

Responsible for assisting, adjusting, and reprocessing medical claims.
Responsible for finding health care providers and facilities for customers with medical needs.
Responsible for quoting benefits for client’s medical coverage.

Education History

Field of Study:

Engineering (Electrical/Electronic)

Major:

Electronics and Communications Engineering

Graduation Date:

April 1, 2006

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

Phone Support, Quality Assurance, Quality audit, Quality Management, Salesforce Analytics, Microsoft Excel, Citrix CRM, Training and Development, Analytical Review,

INTERMEDIATE ★★

Email SupportChat SupportEmail management

Work at Home Capabilities:

Internet Bandwidth: Greater than 100mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/15974231525
Internet Type: Fiber
Hardware Type: Laptop
Brand Name: Acer
Processor: AMD Ryzen 5
Operating System: Windows 10

All-inclusive Rate: USD $6.73/hr

Candidate ID: 289345

Customer Support Technical Support Specialists Phone Support Agents

ADVANCED

HelpDesktop Support, HelpDesk Ticketing, Virtual Assistant Skills, Customer Service...

INTERMEDIATE

Chat Support, Email Support...

Employment Preferences

Availability:

Full Time Part Time

Preferred Timezone:

Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 6.73 per hour or $USD 582.88 per month

Full Time: $USD 6.73 per hour or $USD 1165.77 per month

Remote Staff Recruiter Comments

Jo has more than 10 years of relevant work experience. She has performed various roles in different companies where she supported the following tasks:
- Customer service
- Technical support
- Handle escalation calls
- Ticketing system
- Outbound and Inbound calls
- Chat support
- Email support
- Billing and payments
- Virtual Assistant
Her biggest achievement was doing/implementing the process improvement from one of her client and lead the team.
During her BPO employment she handled different accounts such as:
- AT&T
- Comcast
- Time Warner Cable
- Bellsouth
She worked with US client.
She is proficient with MS Excel, Front, Helpwise, Jira, Office 365 and Google suite.
She needs 2 week's notice to start. She is amenable to working the day shift for full-time position.

Predictive Index Behavioral Profile - Altruist

Strongest Behaviors

Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome.

Behavioral SummaryWorks at a faster-than-average pace; is attentive to details and both quick and accurate in handling them. Jo Mary Rose is, however, too impatient to enjoy working with details as repetitive routine or as a primary responsibility.

Eager to be sure that things are done exactly right, they’ll follow-up carefully and closely if the work requires delegation of details to others. When it is necessary to be critical, will try to do that in a constructive, supportive manner. Their sense of urgency and sense of duty combine to make someone who is actively concerned about the timeliness, as well as the correctness, of any work for which they are held responsible.

Employment History

Sr. Technical Support Specialist (At&t Mobility | COMCAST | Time Warner Cable | Bellsouth)

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

October 2005 to June 2011 (68 Months)

Duties and Responsibilities:

Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer.
Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company.
Answers concerns regarding billing and other charges on the bill.
Gave credits to qualified customers.
Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with.
Performed SME/Floor support duties and served as Team Lead back up.

Technical Data Customer Services Manager

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

January 2012 to December 2012 (11 Months)

Duties and Responsibilities:

Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful deliver
Provide complex aftermarket ordering and service support
Receive order requests from customers and validate the accuracy of the information provided
Proactively maintain an understanding of escalation processes established for each step of order lifecycle, ensuring it is followed when needed

Cloud Services Technical Service Delivery Management Support

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2012 to December 2015 (36 Months)

Duties and Responsibilities:

Reviews client contract and ensure that the service delivery provided are within the agreement.
Provide client order quotation and invoicing based on the contract signed by the client.
Improve overall customer experience for production and service delivery activities
Ensure SLA’s are achieved and client expectations are met (or exceeded) by the team.
Point of escalation.
Create process improvement and action plan to drive continuous improvement. Conflict management. Incident management.
Work closely with Professional Services, project resource members and cross-functional teams.
Provide training/mentoring to new hires
Review and provide performance feedback/appraisal to resource and Manager. Attend management and client call.
To provide reports to an agreed schedule (or on request), including management and account performance reports.
Escalate issues to Manager/Director when there are quality issues to help minimize recurrence.
Reviews and set yearly team goals with the team Manager and Director, cascades and explains it to the team to make sure everyone is aligned to these goals and that they will know how these will be met.

Lawnstarter

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2016 to April 2019 (34 Months)

Duties and Responsibilities:

Pulled up all existing tickets, equally distributed these amongst the team on a daily basis
Handled Tier3 Level tickets and assigned to the appropriate team

Short Term Disability Claims Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2019 to June 2021 (23 Months)

Duties and Responsibilities:

Made outbound calls based on the tasks assigned to my bucket.
Reviewed short term disability documentation requirements
Disability claim endorsement to Short Term Disability Examiner for review/approval. Followed up on missing requirements for the disability claim.
Scheduled follow up as needed.

Helpdesk Team Lead

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2019 to July 2022 (37 Months)

Duties and Responsibilities:

Provides assistance over the phone to customers.
Performed retention call evaluations. Handled retention calls.
Made collection calls for unpaid invoices. Managed all communication channels like email, SMS, and chat
Responsible in equal messaging task assignments and ensuring all tasks are completed within the SLA allotted for each task.
Call quality evaluations for phone representatives.

Education History

Field of Study:

Political Science

Major:

Political Science

Graduation Date:

March 15, 2005

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

HelpDesktop Support, HelpDesk Ticketing, Virtual Assistant Skills, Customer Service, Customer Handling,

INTERMEDIATE ★★

Chat SupportEmail Support

Work at Home Capabilities:

Internet Bandwidth: Between 5mbps to 100mbps
Working Environment: Private Room
Speed Test Result: https://www.speedtest.net/result/14223172947
Internet Type: Fiber
Hardware Type: Desktop
Brand Name: Lenovo
Processor: Intel Core i3
Operating System: Windows 10

Previous 2 3 4 5 6

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Furthermore, you should assess a candidate’s oral and written communication skills. What language and tone do they use? Do they get to the point right away? Or do they tend to beat around the bush? Do they format their text properly?

The bottomline is, your customer support staff should be able to address concerns, resolve problems, and provide the right information. And they should do all of that in a professional and perhaps even amiable manner.

3. Whenever possible, screen with “test projects.”

CV’s and resumes are important, but they don’t reveal much about how your candidate might behave in a potential interaction with your customers.

Test projects won’t just confirm if the candidate is a good fit for your company. They’ll also weed out the resume blasters who send their CV’s to every job opening out there regardless of how appropriate (or not) they actually are for the job.

Can’t think of one? When interviewing a candidate, provide them with a common scenario with a customer. Ask them about how they would handle the situation, and then evaluate their answer.

4. Allot interview questions for assessing their ability to manage themselves.

Speaking of interview questions, don’t just focus on their ability to do the job. As we mentioned earlier, personal management skills are just as important for a remote position like this.

Obviously, you should ask about how they keep themselves productive. Do they have any morning rituals to help them stay focused? How do they deal with distractions? What’s their work environment like at home?

Inversely, inquire about how they wind down too. Remote work makes it all too easy to keep working since the boundaries between work and home blur. However, rest is important as it helps workers recharge and refocus.

5. Always insist on at least one video interview.

Video interviews can reveal two things about a candidate. And no, it’s not necessarily about their ability to think on their feet and to respond. (Though that’s also important in this line of work.)

We’re talking about: 1.) The stability of their internet connection and 2.) a glimpse of their working environment. So, if your candidate’s video feed keeps lagging or if you hear plenty of background noise (e.g., babies crying, dogs barking, vehicles honking), you might want to move on to the next candidate.

Lastly, make sure your company culture shines through to every aspect of hiring, from your job description to the actual onboarding process. Your customers are likely to keep patronising your company because they like your culture, so your customer service reps need to reflect that in every way possible.

For everything else, there’s Remote Staff. With over ten years of experience in the remote work industry and a rich pool of the best Filipino remote customer support talent, we can help you find the best addition to your team in no time!

Click here and let’s get started.

Serena Estrella

+ posts

Serena has been working remotely and writing content for the better part of the last decade. To date, she's written for Pepper.ph and Mabuhay Magazine, among others, and has churned out more than a thousand articles on everything from The Basics of Stock Market Investing to How to Make Milk Tea-Flavored Taho at home.

Five Tips For Successfully Hiring Remote Customer Support

1. Emphasize the remote nature of the job in the job description.

2. Pay extra attention to their communication skills.

Employment Preferences

Remote Staff Recruiter Comments

VIRTUAL ASSISTANT

LEAD GENERATION MANAGER

COLD CALLER

EMAIL SUPPORT

CUSTOMER SERVICE REPRENTATIVE

Skills

Employment Preferences

Remote Staff Recruiter Comments

Virtual Assistant

Computer Instructor and Hardware Technician

Technical Support Representative / Sales Professional

Technical Support Representative

Sales Team Leader

Skills

Employment Preferences

Remote Staff Recruiter Comments

Hotel Reservation Supervisor

Customer Service Representative

Inbound Service Representative

Chat and Email Support

Senior Customer Service Executive

Virtual Assistant

Skills

Employment Preferences

Remote Staff Recruiter Comments

Reservations Department Representative

TELEMARKETER

PHONE SUPPORT PROFESSIONAL

REAL ESTATE VA

TEAM MANAGER

SALES PROFESSIONAL

TELEMARKETER/ LEAD QUALIFIER/B2C

Skills

Employment Preferences

Remote Staff Recruiter Comments

Customer Support Representative

Quote Specialist

Technical Support Representative

Customer Support Specialist

Sales Assistant

Skills

Employment Preferences

Remote Staff Recruiter Comments

Sales Assistant

Quality Analyst

SENIOR SPECIALIST QUALITY

QUOTE SPECIALIST

Customer Support Specialist

Skills

Employment Preferences

Remote Staff Recruiter Comments

Subject Matter Expert

Banking Officer

Healthcare Specialist

Fraud Specialist

Team Leader

Skills

Employment Preferences

Remote Staff Recruiter Comments

Data Mining/Data Entry Specialist

Sales Chat Executive

Finance Specialist / Customer Support Agent

Finance Specialist / Hard core Support Agent

Partnership Coordinator

Quality Assurance

Outbound Telemarketing Specialist

Data Scraper/Researcher (Part Time)

Marketing Lead Executive and Lead Researcher

Skills

Employment Preferences

Remote Staff Recruiter Comments

Back Office Administrator

ONLINE CHAT SUPPORT

CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE