Candidate No. 456244
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Kate Nightingale

Customer Support

Phone Support Agent

Chat Support Agent

Skills

★★★ Advanced:

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

★★ Intermediate:

Social Media Management, Writing, Photo Editing, Calendar Management, more

Hourly Rate Gauge

Today's value  AUD $12.41

$11.07

if $ 1 = PHP 42

$13.54

if $ 1 = PHP 30
Currency Fluctuation Range

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

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)

Full Time: AUD $12.41 per hour or $2151.28 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Kate has been working since 2012 as a Customer Service Representative and Network Engineer Consultant.
  • She is proficient in supporting the following:
    • Customer Handling and Customer Satisfaction
    • Order Management
    • Technical Support
    • Email management
    • Outbound Call
    • Live Chat
  • She is adept in using the tool/applications like:
    • Zendesk
    • OpsGenie
    • Siebel
    • Salesforce
  • She can start immediately.


Predictive Index Behavioral Profile- Specialist

Strongest Behaviors
  • Strongly formal and reflective; a cool, sometimes withdrawn person who’s often deep in thought. Very skeptical of new people, requires substantial “proof” to build trust in someone.
  • Extreme precision, sometimes perfectionistic; strong follow-through to ensure tasks are completed exactly in accordance with quality standards.
  • Nearly exclusive focus on technical, rather than social issues. Very disciplined, specific thinking about what needs to be done, how to do it perfectly, and how to avoid pitfalls. Makes and checks an execution plan that is followed literally.
Behavioral Summary

Kate Nightingale 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 Kate Nightingale, who takes responsibilities very seriously.

Employment History
Customer Happiness Expert
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2019 to July 2022 (42 Months)Duties and Responsibilities:Level 2 Customer Happiness Expert || January 1, 2019 - July 29, 2022
  • Support and manage L1 Experts and handle escalations from customers
  • Provide report of root-cause analysis of unsatisfied feedbacks from customers
  • Support day to day operations and assist in Ad Hoc duties as and when required
  • Respond to public comments and direct messages in Facebook and Instagram
  • Support queries in Google reviews and Ozbargain forum
  • Accommodate inquiries from partner Retail Stores via WhatsApp
  • Participate in call calibration sessions to evaluate and review chat transcripts
Level 1 Customer Happiness Expert || July 15, 2019 - December 31, 2019
  • Assist customers in their general, billing, delivery and technical queries via Live Chat,
  • Email and Outbound call using Zendesk and Zendesk Chat
  • Identify issues through trends based on the type of inquiries raised by users
Consultant Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2018 to June 2019 (11 Months)Duties and Responsibilities:
  • Handle and resolve guests and owner booking concerns and complaints
  • Walk through owners how to manage listing and calendar on their account
  • Respond to inquiries and provide solutions through voice or messaging
  • Review and process claims/refund requests
Network Engineer Consultant
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2017 to May 2018 (12 Months)Duties and Responsibilities:
  • Perform troubleshooting and run diagnostic test for field service technicians andresolve technical issues
  • Enter job information into database and generate receipt
  • Submit fulfilled job orders to ensure field service technician gets paid
Billing Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2014 to March 2017 (31 Months)Duties and Responsibilities:
  • Navigate Siebel CRM Systems whilst maintaining customer engagement on the phone
  • Provide information about mobile, internet and bundle plans, take or enter orders
  • Resolve customer billing disputes by refunding or adjusting bills
  • Keep records of customer interactions/transactions as well as actions taken
Customer Service Associate
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2012 to June 2014 (20 Months)Duties and Responsibilities:
  • Provide customers guidance online and walk them through how to place an order
  • Assist with placements of orders, refund, exchanges of lost or damaged items
  • Cancel orders and track shipments to locate packages
  • Assist customers to contact third party sellers to supersede or refund lost, damaged products.
Education History

Field of Study:

Computer Science/Information Technology

Major:

Computer Science

Graduation Date:

April 2012

Located In:

Philippines

License and Certification:

None

Skills

★★★ Advanced:
Customer Experience, Customer Handling, Email Handling, Chat Support, Phone Support, Administrative Skills, Salesforce CRM, Zendesk, Siebel CRM, Call Handling

★★ Intermediate:
Social Media Management, Writing, Photo Editing, Calendar Management, Administration, Technical Support

Work at Home Capabilities

Internet Bandwidth:

100 Mbps and above

Working Environment:

Private Room

Speed Test Result:

Download: 3.95, Upload: 30.49

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

Lenovo

Processor:

Intel Core i3

Operating System:

Windows 10