Mark Benedict - Customer Support

Candidate No. 458523

PLAY AUDIO

Mark Benedict

Customer Support

Phone Support Agent

Email Support Agent

Skills

★★★ Advanced:

Customer Satisfaction Analysis, Customer Experience, Customer Retention, Customer Service, more

★★ Intermediate:

Data Entry, more

Hourly Rate Gauge

Today's value AUD $10.77

$9.70

if $ 1 = PHP 42

$11.62

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:

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)

Part Time: AUD $10.77 per hour or $933.19 per month

*Plus GST for Australian Businesses

Remote Staff Recruiter Comments

He has 7 years of experience as Customer Support lead for BPO Companies
He has extensive experience in doing phone, email, and chat for retail, and eCommerce account
As customer support for an eCommerce account, he managed to do the different tasks which include:
- Providing product reviews
- Attending technical support for product inquiries
- Being on top with regards to product delivery and order fulfillment
- Coordinating with 3PL partners with regard to logistics
He also has experience with Data reporting and Brand Identity Management
He has also been involved in quality assurance and part of doing standard processes
He has experience using different tools such as
- Zendesk
- Gorgias
- Ameyo
- Slack
- MS Excel
- Outlook
- Skype
He can start as soon as possible

Predictive Index Behavioral Profile- Atruist

Strongest Behaviors

ocially-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.
Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.

Behavioral Summary

A pleasant and extraverted person, Mark Benedict 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. Mark Benedict 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.

Employment History

Product Support Specialist

Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2014 to August 2014 (4 Months)Duties and Responsibilities:

Provide excellent support via telephone (inbound/outbound calls), and answer the email contacts
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

Freelance Photographer and Lighting Assistant

Industry:OthersEmployment Period:August 2014 to April 2016 (20 Months)Duties and Responsibilities:

Produce photography in various methods including printed/digital media
Perform retouching and image adjustments after shoots
Arrange objects, scenes, lighting and background to adhere to specifications
Market or advertise services to attract clients

Team Supervisor | Subject Matter Expert | Quality Apprentice | Customer Support

Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2016 to October 2020 (54 Months)Duties and Responsibilities:

Handle a team comprised of 12-15 agents and ensure everyone understands and complies with clients' objectives, policies, performance standards based on Attendance, CSAT, NPS, Quality, etc.
Monitor and evaluate agents' performance and provide learning or coaching opportunities
Assist in escalated and supervisory calls
Devise ways to optimize procedures and keep the team motivated
Create the whole team's schedule monthly and help with the queue management of inbound calls/chat/email contacts and maintain the target SLA
Prepare monthly/quarterly results and performance reports
Report trending issues of the customers to the clients and provide recommendations
Ensure all agents are updated on the new processes and SOPs from the Quality and clients
Assist agents with their questions and inquiries and provide accurate and best possible resolution/recommendation

Quality Lead | Customer Obsession Representative

Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2020 to June 2022 (20 Months)Duties and Responsibilities:

Support activities include assessment activities related to the Quality program, identification of risks and recommendations, draft QA documentation and conducting in-depth quality assurance reviews
Lead/participate in the maintenance of standard processes and new process releases/updates and provide coaching for institutionalizing them
Develop and mentor people, act as a career counselor and create a high-performing quality organization
Manage and participate in special projects as requested by the supervisor
Facilitate and administer Quality Assurance performance/recognition feedback/calibration sessions
Proactively identify best practices, opportunities, issues, and pain points
Respond to customers' emails, calls, and chat contacts from different platforms such as Shopify, Seller Central (Amazon), WooCommerce, Walmart, and other CRMs like Zendesk and Ameyo
Update listings and answer negative product reviews and feedback
Handled ad-hoc tasks such as data entry and document management; familiar with MS Excel, MS Word, Outlook, Skype, Slack, etc.
Experienced in handling calls and meetings directly with the US clients

Education History

Field of Study:

Hospitality/Tourism/Hotel Management

Major:

Hospitality and Travel Management

Graduation Date:

April 2012

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Customer Satisfaction Analysis, Customer Experience, Customer Retention, Customer Service, Customer Support, Quality Assurance, Quality audit, Phone Support, Email Support, Chat Support, Call Center Operations

★★ Intermediate:
Data Entry

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

Download: 25.64, Upload: 5.17

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

Acer Aspire Vero

Processor:

Operating System:

Windows 11