Five Tips For Successfully Hiring Remote Customer Support

• Aireen has a Bachelor's degree in Nursing and has been working in the Medical Industry for around 10 years wherein she started as a Nurse and later on worked in a Virtual Set-up.
• She has skills and expertise when it comes to:
  • Customer Service
  • Medical Virtual Assistance
  • Client/Patient Relations
  • Administrative Support
  • Doing inbound & outbound calls
  • Medical Transcription
  • Appointment Setting
  • Insurance verifications
  • Prescriptions entry
• She has catered a US-based client when she started working as a Patient Care Coordinator
• She's adept also in using the following tools/software:
  • MS Office
  • Zoom
  • Sharecloud
  • Bright, Tree, Snap
  • Other Electronic Medical Records Systems
• For Aireen, her greatest achievement is being able to work long-term with a client and always get to resolve patient concerns despite challenges along the way (such as dealing with potentially irate patients), and at the same time meeting her quotas and juggling multiple tasks. 
• She is available to start immediately 

• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
• Works at a steady, unwavering pace; most comfortable with familiar processes, environments, and co-workers. Doesn’t easily change.
• Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.

• Jen has been working for almost 3 years in the Business Process Outsourcing Industry handling travel accounts for Australian and New Zealand clients where she handled and performed the role of Travel Consultant. She then ventured into Freelancing and worked with a short-term client as an appointment setter.  She also has a bachelor's degree in communication.  
• She has been consistently recognized as a top agent in their cluster and because of that she was offered a QA position.
• She also gained certifications from the online trainings she attended for the following:
  • Online Training Course on Virtual Assistant
  • Social Media Management
  • WordPress Freelancing 
  • Facebook Ads 
  • Shopify Freelancing 
• She was exposed to the following tasks:
  • Customer Service
  • Phone Support - Inbound and Outbound Call
  • Email and chat support
  • Appointment Setting
  • Ticketing
  • Process cancellations, voluntary and involuntary changes
  • Flight, Car, and Hotel bookings
  • Process end-to-end refund
  • Administrative tasks
• She is proficient in using PowerDispatch, Google Local Service Ads, MS Office, Sabre GDS and Amadeus.
• She has a basic knowledge in Farelogix.
• She has a good communication skills.
• She considers herself as fast-learner, team-player and hardworking person.
• She can start ASAP, amendable working any shifts and open for any full-time or part-time role.

• 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.

• Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
• Teaches and shares; often working collaboratively with others to help in any capacity.

Unassuming, unselfish and has a genuine interest in other people and a strong, intuitive understanding of them. Outgoing and friendly, they enjoy working with others and is lively, warm company.

A pleasant and extraverted person, Jenny Beth is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Their congenial personality and friendly, interested attitude make them readily approachable. Jenny Beth gets along easily with a wide variety of people.

Their drive is directed at working with and for others. They derive particular satisfaction from doing things for others, the company, management, the team, and for the company’s customers. Cooperative and willing, this individual can be a particularly effective teacher and communicator of the company’s policies, programs, and systems.

• Customer Service handling both inbound and Outbound calls
• Call monitoring
• Email and Chat support
• Technical Support (basic troubleshooting of internet mesh, etc.)
• Transcription (Audio and Video)
• Administrative tasks (data entry, order processing, monitoring deliveries, property listing, calendar management, etc.)
• Virtual Assistant
• Sales support
• Customer retention
• Report extraction

• Podio
• Skype
• Bitrix
• Livebox
• Softphone
• Salesforce
• RingCentral
• MS Teams
• Google Drive
• Microsoft Excel
• DesktopOne
• Avaya 
• Zendesk
• Outlook
• NICE

• 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.
• 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.

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 May, who takes responsibilities very seriously.

With experience and/or training, May 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 May 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.

• Christine has 4 years of relevant work experience. She has performed various roles in where she supported the following tasks:
  • Customer service
  • Inbound Calls and Outbound Calls 
  • Escalation
  • Team Management 
  • Client Management 
  • Admin Support
• She handle an insurance account and did:
  • Assisted employees with company-sponsored benefits enrolment health and insurance.
  • Communicated with insurance carriers about claims, filing claims for reimbursement along with confirming the deductible, co-pays, and doctor visits.
  • Assisted employees with the documents required to verify their dependents' eligibility for company-sponsored benefits. 
• After a year of working she was promoted as a Team Leader. She managed a team of at least 10+ representatives. Including individual coaching
  sessions and team huddles to update everyone on their performance.
• She is proficient with MS Excel, Citrix and Client based CRM.
• She is available to start immediately. She is amenable to working the night shift for fulltime position.

• 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.
• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.

Marie has over fifteen years of experience in the customer service industry handling financial accounts

She worked as a Fraud Recovery Agent for a credit card company where she investigated cases with fraudulent activities such as:

• Counterfeit cards
• Lost/stolen cards
• Account takeover
• Unauthorized transactions
• Fraud typing 
• Credit bureau reporting

Worked as a customer risk investigator for an international payment system where she investigated accounts with unauthorized activities

Processed restrictions and appeals of accounts affected

Marie also did a bit of upselling where she offered other packages and products to their existing clients

Marie has very good communication skills and sounds pleasant over the phone

She is open to part-time positions and can start immediately
 

Predictive Index Behavioral Profile - Scholar

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

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.

Marie Inez is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough and very focused on their responsibilities.

Marie is reserved and will generally express herself in a factual, direct, and succinct manner. A conscientious person, her approach to the work is systematic, methodical, and well organized, based on thorough knowledge of, and respect for “the book”. Working with factual, technical or detailed information, she’ll produce carefully thought-out work of high quality and precision. Whether doing work themself, or delegating to others, follow up is close to ensure high-quality results.

• Lynnel has more than 13 years of relevant work experience performing as an Email and Chat Specialist where she mainly handled travel accounts in the BPO industry and she supported the following tasks for the US, UK, and Canadian clients:

  • Order Entry
  • Flight and Hotel Booking 
  • Processing flight cancellations
  • Assisting social media inquiries and creating templates for ChatBot
  • Customer Service
  • Data Collection and Entry
  • Customer Service

• Lynnel also was part of the pioneering team working as a chat support and stayed in the same company for 10 years.

• She is proficient with the following tools:

  • Oracle
  • LiveHelp
  • LivePerson
  • MS-DOS
  • Kana
  • Microsoft Office (Word, Excel, and PowerPoint)

• She is available to start immediately and is amenable to working the day shift for any full-time position.
   

Predictive Index Behavioral Profile - Scholar

predictiveindex.com/reference-profile/scholar/

Strongest Behaviors

• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
• Task-focused; quickly notices and pushes to fix technical problems, assertively cutting through any personal/emotional issues. Has aptitude to spot trends in data or figure out how complex systems work.
• Independent, analytical, critical, and creative thinking and action; little need for external validation before action. Private.
• Authoritative and direct, driven to accomplish personal goals; pushes through roadblocks assertively. Communication is direct, to the point, and sometimes brusque.

Behavioral Summary

Lynnel Grace is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough, and very focused on their responsibilities.

This individual is reserved and will generally express themself in a factual, direct, and succinct manner. A conscientious person, their approach to the work is systematic, methodical, and well organized, based on a thorough knowledge of, and respect for “the book”. Working with factual, technical, or detailed information, they’ll produce carefully thought-out work of high quality and precision. Whether doing work themself or delegating to others, follow-up is close to ensuring high-quality results.

• Geric has 8 years of comprehensive experience in customer service and sales within industries such as real estate, telecommunications, finance, e-commerce, and technology.
• His recent roles include Inside Sales Agent for a real estate services company, where he successfully generated leads, maintained client databases, and invited prospects to events.
• Additionally, he worked as a Sales Development Representative in the skincare industry, handling both inbound and outbound calls while nurturing client relationships and updating CRM systems.
• Career Highlights
• Awarded "Top Agent" globally at a telecommunications company within his first year, demonstrating exceptional performance in a competitive environment.
• Promoted to Subject Matter Expert at a business process outsourcing firm, reflecting his leadership skills and in-depth product knowledge.
• Received a site-wide Top Performer award at a financial institution, highlighting his ability to consistently exceed sales and customer satisfaction targets.

• Flo has been working for 15 years.
• She started her career as a Secretary in an insurance company. She then landed a job in the BPO  and became a Customer Service and Inside Sales Representative to multiple accounts under logistics, food, and telco. Her most recent employment was as a Data Analyst/Processor in an Au-based business.
• She is proficient in performing the following:
  • Customer support (phone, email, chat)
  • Inbound sales
  • Data entry and analysis
  • Appointment scheduling
• She is a user of Salesforce, GWCC, Dos-based CRM, MS Excel, and MS Outlook.
• She can start ASAP.
• She is amenable to working the day shift, full-time.

• Macky has been working for almost 9 years in the BPO, Educational Institution, Travel Agency and Virtual Assistance Industries where he supported the following tasks:
  • Virtual Assistant
  • B2B and B2C Marketing 
  • Phone Support
  • Customer Service
  • Billing Representative
  • Sales Representative
  • Recruitment Specialist 
  • Account Manager
  • Email and Chat Support 
  • Calendar Management
  • Date Entry 
  • Administrative Tasks
• He has an experience handling Telecommunications, Toll Company, E-commerce and healthcare accounts in the BPO Industry.
• When he was working in the BPO Company, He was promoted as mentor who is responsible training the new hires.
• He is proficient using Hubspot, Shopify, slack, skype, zoom, g-suite, MS office and Canva.
• He can start asap, amendable working any shifts and open to any part-time role only.

• 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.

• Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
• Teaches and shares; often working collaboratively with others to help in any capacity.

Unassuming, unselfish and has a genuine interest in other people and a strong, intuitive understanding of them. Outgoing and friendly, they enjoy working with others and is lively, warm company.

A pleasant and extraverted person, Modesto Macky is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Their congenial personality and friendly, interested attitude make them readily approachable. Modesto Macky gets along easily with a wide variety of people.

Their drive is directed at working with and for others. They derive particular satis

• Lai has more than 10 years of relevant experience.
• She worked for 8 years in the BPO providing customer service and shifted to remote work in 2018 as a virtual assistant for real estate clients for 4 years.
• She is adept in performing the following:
  • Customer support
  • Inbound Sales
  • Appointment setting
  • Email marketing and management
  • Social media management and marketing
  • Order fulfillment
  • Cold calling
  • Lead sourcing
  • Skip tracing
  • Other admin tasks like contract sending
• She used applications and tools such as Google Suite, Slack, Hubspot, HootSuite, Zillow, MailChimp, Asana, Trello, ZoomInfo, Trulia, and DocuSign.
• She can start ASAP.
• She can work anytime for any part-time or full-time position.

• Answering customer billing, order, and invoice inquiries
• Troubleshooting devices 
• Account Activation
• Customer retention
• Upselling
• Handling inbound and outbound calls
• Email and chat support
• Book appointments with Doctors
• Advise clients about insurance plans

• Microsoft Office Suite (Word and Excel)
• Cisco
• Atlas

• Teaches and shares; often working collaboratively with others to help in any capacity.
• Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
• Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery.

Behavioral Summary

A pleasant and extraverted person, April is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Her congenial personality and friendly, interested attitude make her readily approachable. April gets along easily with a wide variety of people.

Her drive is directed at working with and for others. She derives particular satisfaction from doing things for others, the company, management, the team, and for the company’s customers. Cooperative and willing, April can be a particularly effective teacher and communicator of the company’s policies, programs, and systems.

Works at a faster-than-average pace; is attentive to details and both quick and accurate in handling them. 

• Jayson has been working for 12 years as Customer Service Representative, Technical Support, Team Lead, and Verification and Fraud Analyst within BPO and Financial Services industry.
• He has supported clients from Australia and US 
• He supported the following tasks:
  • Creating Reports
  • Data Entry
  • Customer Handling
  • Technical Support
  • Email Management
  • Calendar Management
  • Order Processing
  • Fraud Investigation and analysis
  • Admin task
• He also has experience with scheduling technicians who provide service for faulty internet cable, alarm systems, and solar panels
• He also monitors technician status and provides feedback to customers 
• He is adept at using tools and applications like:
  • Freshdesk
  • Zendesk
  • AOL (eCommerce platform)
  • Microsoft Office (PowerPoint, Excel)
  • Google Sheet
  • Jira
• He can start immediately. He is amenable to working the day shift but can also consider night shift for any full-time position.

• 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.

Jayson is thoughtful, disciplined, and particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within their area of expertise. Works at a steady, even pace, leveraging their background for the betterment of the team, company, or customer.

With experience and/or training, they will develop a high level of specialized expertise. Serious and dedicated to the job and the company. Their work pace is steady and even-keeled, and they’re motivated by a real concern for getting work done thoroughly and correctly. Discipline and circumspect thinking will lend caution to their decision-making; Jayson plans ahead, double checks, and follows up carefully on decisions and actions.