Candidate No. 494260
PLAY AUDIO
Norland

Customer Support

Phone Support Agent

Email Support Agent

Chat Support Agent

Skills

★★★ Advanced:

Sabre GDS, Amadeus CRS, CRM, Shopify, more

★★ Intermediate:

Customer Service, Phone Support, Email Support, Email Handling, more

Hourly Rate Gauge

Today's value  AUD $18.16

$15.88

if $ 1 = PHP 42

$20.27

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 Part Time

Preferred Timezone:

Not Applicable

Hourly & Monthly Rate:
(inclusive of service fee)

Part Time: AUD $18.16 per hour or $1574.22 per month
Full Time: AUD $14.05 per hour or $2436.18 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Norland has a bachelor's degree in Foreign Science.
  • He has almost 9 years professional working experience in the Visa Consultancy and Business process outsourcing industries handling travel accounts where he performed the following roles:
    • Travel Consultant
    • Travel Experience Agent
    • Quality Assurance Analyst
    • Operations Team Lead 
    • Senior Operations Supervisor
    • Travel Experience Team Lead
  • For the travel accounts that he handled, he was tasked to do the following:
    • Customer Service
    • Phone Support - Inbound and Outbound
    • Email and Chat Support
    • Ticketing through Sabre
    • Processed voluntary changes, cancellations and refunds
    • Administrative tasks
  • He considers himself as an expert using Sabre GDS, Galileo and Amadeus. 
  • He is proficient using shopify, CRMs and Nice. 
  • He has a good communication skill.
  • He can start asap, amendable working any shift and open to any full-time or part-time role.
Predictive Index Profile - Altruist

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.
  • 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

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, NORLAND 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. NORLAND 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.

 

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Employment History
Travel Consultant
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2014 to December 2015 (16 Months)Duties and Responsibilities:
  • Responsible for fixing minor and major changes to the passenger's flight due to airline schedule changes;
  • Communicated with the airline via phone or email to resolve client’s concerns
  • Issued tickets and processed voluntary changes and refunds to the passenger's itinerary as needed.
Senior Operations Supervisor
Industry:Not ApplicableEmployment Period:July 2021 to September 2021 (2 Months)Duties and Responsibilities:
  • Led the overall operations handling sales, lead generation, visa operations, visa fulfillment and other projects with employees not less than 30;
  • Handled three supervisor that leads their own team and make sure their day-to-day operations and tasks are performed and up to the quality guideline and management vision;
  • Managed and implemented the company’s quality process to ensure proper execution of products and client satisfaction every time;
  • Created and evaluated processes using scientific or organized method using tools like Concur, CRM among others;
  • Established and designs the company’s Key Performance Indicators to ensure adherence to process and use statistical measures for performance of every employee in the organization;
  • Oversaw the entire quality of the products and/or services provided to clients’ good quality service;
  • Monitored the overall performance of the employees and the financial performance of the company;
  • Handled escalated issues and difficult situations involving clients concern professionally;
  • Maintained control of qualitative and quantitative productivity of team individuals, and implements quality processes and procedures as needed.
Operations Team Lead
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2019 to July 2021 (20 Months)Duties and Responsibilities:
  • Led a team of 15 travel consultants/agents;
  • Used Global Distribution System (GDS), NICE and CRM tools to ensure optimal quality of operations services;
  • Ensured the highest level of satisfaction among clients by providing regular coaching to agents, and mentoring low performers in team;
  • Minimized agent errors by 10% by focusing on the outliers determined by the Pareto chart;
  • Ensured the team effectively meets stipulated timelines and service level agreements;
  • Guaranteed that all compliance-related to policy and procedures are adhered to by agents;
  • Handled escalated issues and difficult situations involving constituents professionally;
  • Maintained control of qualitative and quantitative productivity of team individuals, and implemented quality processes and procedures as needed;
  • Assisted in change management.
Operations Team Lead
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2015 to November 2019 (47 Months)Duties and Responsibilities:
  • Communicated with different partners (hotel, airlines) for any specific B2B support and requested ticket stocks with airlines as per sales quota and data.
  • Created and streamlined auditing and monitoring tools to check agent engagement with clients;
  • Communicated with different partners (hotel, airlines) for any specific B2B support and requested ticket stocks with airlines as per sales quota and data;
  • Conducted at least 40 weekly process audits, including review and gap analysis on identifying and driving process improvement projects, and maintaining calibration variance as per the set target;
  • Maintained data and reports as required by the program and client;
  • Facilitated overall performance management, and supported operations with process improvement initiatives
Travel Experience Agent
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2021 to January 2022 (3 Months)Duties and Responsibilities:
  • Communicated with different user of the app regarding any processes on their online booking;
  • Communicated with the airline via phone or email to resolve client’s concerns; 
  • Issued tickets and processed voluntary changes and refunds to the passenger's itinerary as needed.
Travel Experience Team Lead
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2022 to March 2023 (14 Months)Duties and Responsibilities:
  • Led a team of 15 travel consultants/agents;
  • Used Global Distribution System (GDS), NICE and CRM tools to ensure optimal quality of operations services;
  • Ensured the highest level of satisfaction among clients by provided regular coaching to agents, and mentored low performers in team;
  • Ensured the team effectively meets stipulated timelines and service level agreements;
  • Guaranteed that all compliance-related to policy and procedures are adhered to by agents;
  • Handled escalated issues and difficult situations involving constituents professionally;
  • Maintained control of qualitative and quantitative productivity of team individuals, and implemented quality processes and procedures as needed.
Education History

Field of Study:

Not Applicable

Major:

Foreign Service

Graduation Date:

January 2014

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Sabre GDS, Amadeus CRS, CRM, Shopify

★★ Intermediate:
Customer Service, Phone Support, Email Support, Email Handling, Chat Support, Airline Ticketing, Ticketing System

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

Not Applicable

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

Macbook

Processor:

Intel(R) Core (TM) i7-9750H CPU @ 2.60 GHz 2.59GHz

Operating System:

Windows 11