Industry:Not ApplicableEmployment Period:July 2015 to August 2015 (1 Month)Duties and Responsibilities:To provide excellent customer service resolution to the customers concern regarding their Phone, Internet, and Cable services while building rapport
and making sure that all of the concerns are taken care off. As well as
providing them other services or upgrading their services offered by the clients' products based on their needs.
Maintaining individual and team stats.
Updating customers on self - help documents so customers can try to fix problems themselves.
Following the call flow to provide excellent service, and ability to deal with difficult callers.
In depth understanding of the equipment and software that the
customer is using.
Customer Service
Candidate No. 480704
PLAY AUDIO
Rennier
Customer Support
Technical Support Specialist
Phone Support Agent
Chat Support Agent
Skills
★★★ Advanced:
Chat Support, Technical Support, Customer Service, Customer Handling, more
★★ Intermediate:
Video Editing, SEO, Social Media Marketing, Content Writing, more
Hourly Rate Gauge
Today's value AUD $12.41
$11.07
if $ 1 = PHP 42$13.54
if $ 1 = PHP 30Currency 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
Employment History
Customer Service Representative
Technical Support Representative II
Industry:Not ApplicableEmployment Period:October 2016 to July 2017 (9 Months)Duties and Responsibilities:As a Technical Support Representative II needs to provide support to customers through inbound, outbound calls, chat, and email. Analyzing the customers
issue using the available resources and tools together with probing questions and providing a resolution in order to resolve the issues regarding their internet,
webmail, phone, digital TV and Satellite TV services.
Maintaining passing rate on top box and bottom boxes (Csat and Dsat),
transfer rate, digital adoption, other follow up tasks, first call resolution and Call Consult. Making sure that the hygiene metrics are also at passing rate.
Providing support on all technical services that the company offers, and do
a follow up on customer's concern especially the intermittent issues.
In depth understanding of the equipment and software that the customer is
using.
Completing and passing training sessions and e-Learnings to further
improve my skills and competencies.
Customer Support
Industry:Not ApplicableEmployment Period:March 2018 to April 2019 (13 Months)Duties and Responsibilities:Providing support inquiry for online orders and mobile device troubleshooting for any mechanical issues through inbound calls and troubleshoot service
related issues on mobile devices for Google Fi (formerly Project Fi).
Troubleshoot and escalate issues if needed and work with higher support.
Walking through customer's on how to activate cellular service and providing forward resolution for any issues they encounter.
Maintaining passing rate for customer survey.
Providing customer resolution based on the resources available.
Directing customers to the correct resolution if the issue is out of scope.
Making sure to meet all the required monthly scores.
Senior Analyst Septembere
Industry:Not ApplicableEmployment Period:January 2020 to December 2022 (35 Months)Duties and Responsibilities:Providing excellent customer service support through chat and email, and outbound calls regarding any issues with their e-commerce app.
As working in an e-commerce company, we have learned to be versatile
as we are expected to work on different type of task and work with different department when needed.
Meet and exceed all KPI's.
Updating customer information through In-house CRM Tool.
Mentor
Industry:Not ApplicableEmployment Period:April 2019 to July 2019 (3 Months)Duties and Responsibilities:Maintain support for new hire agents and dedicated team - mentorship
program provided to new hires and jump-in to phone if needed for Google Fi
(formerly Project Fi).
Coaching and follow-up with new agents based on customers and QA
feedback and triage with supervisor or dedicated SME.
Sharing best practice to agents for better customer resolution.
Directing new agents on correct resolution.
Sending day to day updates to higher management for team performance.
Working hand in hand with other support teams to improve floor support.
Call listening and DSat scrubbing.
Providing team score updates.
Floor walk and support.
Technical Support Specialist Tier II
Industry:Not ApplicableEmployment Period:July 2019 to September 2020 (14 Months)Duties and Responsibilities:Providing support and working with Tier I for any issues that needs to be triage with Software Engineers and other higher support via chat, email or phone
consult. Take over cases that need to be worked by a specialist and reach out to
customers through email and callback.
Providing chat support and phone support to Tier I agents across all sites.
Taking escalation cases such as issues needs to be triage with the engineering team and other higher support like Tier 3 for legal issues.
Taking Supervisor calls.
Working and maintaining bug tickets created for engineers and other higher
Tier of support that requires more in-depth technical troubleshooting.
Customer Support
Industry:Not ApplicableEmployment Period:November 2017 to March 2018 (4 Months)Duties and Responsibilities:Providing support inquiry for online orders and mobile device troubleshooting for any mechanical issues through inbound calls for Google Store.
Maintaining passing rate for customer survey.
Providing customer resolution based on the resources available.
Directing customers to the correct resolution if the issue is out of scope.
Making sure to meet all the required monthly scores.
Education History
Field of Study:
Airline Operation/Airport Management
Major:
Not Applicable
Graduation Date:
January 2016
Located In:
Philippines
License and Certification:
Not Applicable
Skills
★★★ Advanced:
Chat Support, Technical Support, Customer Service, Customer Handling, Inbound Calls, Outbound Calling
★★ Intermediate:
Video Editing, SEO, Social Media Marketing, Content Writing
Work at Home Capabilities
Internet Bandwidth:
Between 5mbps to 100mbps
Working Environment:
Shared Room
Speed Test Result:
418.21 (download), 190.80 (upload)
Internet Type:
Fiber
Hardware Type:
Desktop
Brand Name:
0
Processor:
AMD Ryzen 5 Pro 4650G
Operating System:
Windows 10
He has more than 5 years of relevant work experience in the BPO and E-commerce industries
He has experience supporting clients based in the US
He has handled various roles such as Customer Support, Customer Service Representative, Technical Support Representative, Mentor, and Senior Analyst.
He is adept at doing the following tasks:
- Technical Support
- Customer Support
- Email & Chat Support
- Resolution implementation
- Troubleshooting hardware (cable and mobile device)
- Data Entry
Daily, he usually handles 40 to 50 inbound calls, 10 to 20 outbound calls, and 10 to 15 customer chat supportHe also has experience coaching and mentoring newly hired agents
He is proficient in using the following tools/software:
- Microsoft Office Suite
- Google Sheet
- Google Drive
- Salesforce
- Adobe Premiere Pro
He is available to start immediately and is amenable to working the day shift and night shift for any full-time position.Predictive Index Behavioral Profile - Operator
https://www.predictiveindex.com/reference-profile/operator/
Strongest Behaviors
- Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
- 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.
Behavioral SummaryHelpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, he will work within those standards to ensure repeated successes and high-quality results. Ren 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 he is responsible for establishing the process, he will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, he’ll expect that the process be followed consistently.