Candidate No. 505180
PLAY AUDIO
Melanie

Customer Support

Technical Support Specialist

Phone Support Agent

Email Support Agent

Skills

★★★ Advanced:

CRM, Microsoft Office, Salesforce CRM, Zendesk, more

★★ Intermediate:

Phone Support, Mobile Phone Support, Customer Relations, Customer Service, more

Hourly Rate Gauge

Today's value  AUD $9.95

$9.01

if $ 1 = PHP 42

$10.66

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 $9.95 per hour or $861.97 per month
Full Time: AUD $9.95 per hour or $1723.93 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Lali has been working for almost 9 years in the Hospitality, Pharmaceutical, and Business Process Outsourcing industries where handling accounts such as Healthcare, E-commerce, and Telecommunications account where she handled and performed roles such as Technical Support Representative, Customer Service Representative, Pharmacy Assistant, Receptionist, Secretary, Chat/Voice Support Representative and Provider Services Associate. She was able to cater to customers/clients from the US, New Zealand, and locally. She also has a bachelor's degree in nursing. 
  • She is in Affiliate Marketing where she earned passive income. 
  • She was exposed to the following tasks:
    • Phone Support - Inbound and Outbound Calls
    • Email and Chat Support
    • Customer, Billing, and Technical Support
    • Upselling
    • Inventory Management
    • Data Entry
    • Client Management
    • Administrative support
  • In her previous work as a Secretary to the Hospital Consultant, she was tasked to schedule appointments and conducted follow-up calls to clients.
  • She has a good headset, her working equipment is a laptop, and willing to purchase a second screen once hired.
  • She is an hour and a half away from the training place and agreed to the work arrangement. 
  • She is proficient in using tools such as CRMs, Salesforce, Zendesk, and, MS Office.
  • She can start ASAP, is amendable working any shifts, and open to any full-time or part-time role.
Predictive Index Profile - Guardian

Strongest Behaviors
  • Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
  • 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.
  • Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
  • Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems. Dependable, consistent and needs familiar environments and coworkers to be most productive.
  • Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”

Behavioral Summary
Melanie is unselfish, motivated by a strong sense of duty. Derives satisfaction from doing good work for the company or the team, and values recognition of their dedication and specialized skill. Cautious; takes work responsibilities very seriously. Does things the established or conventional way, and will make changes only when convinced, with hard evidence, that the new way will be better. In rolling out new changes, Melanie will be very tactical, thinking through exactly how it should be done, creating a complete plan, and having solutions to possible pitfalls. Decisions will be equally well thought-out.
Employment History
Provider Services Associate
Industry:Healthcare / MedicalEmployment Period:November 2020 to March 2023 (28 Months)Duties and Responsibilities:
  • Examined reports, accounts, and evidence to determine integrity and accuracy of information.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Verified client information by analyzing existing evidence on file. Maintained confidentiality of patient finances, records, and health statuses.
  • eliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff.
  • Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends.
Chat/Voice Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2019 to September 2020 (11 Months)Duties and Responsibilities:
  • Assisted customers with order placement, product returns and order tracking.
  • Handled inbound customer chat conversations from various websites.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Managed timely and effective replacement of damaged or missing products.
  • Met customer call guidelines for service levels, handle time and productivity.
Customer Service Advisor I
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2018 to August 2019 (18 Months)Duties and Responsibilities:
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Maintained 5-minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
  • Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Providence Hospital
Industry:Healthcare / MedicalEmployment Period:May 2017 to July 2018 (14 Months)Duties and Responsibilities:
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Handled daily scheduling tasks and provided administrative support for entire department.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Maintained electronic filing systems and categorized documents.
  • Recorded and tracked operational expenses to identify and eliminate wasteful spending.
  • Maintained daily report documents, memos and invoices.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Technical Support Representative I
Industry:TelecommunicationEmployment Period:November 2016 to November 2017 (12 Months)Duties and Responsibilities:
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to Broadband technical support needs.
  • Documented support interactions for future reference.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone.
Pharmacy Assistant
Industry:BioTechnology / Pharmaceutical / Clinical researchEmployment Period:October 2013 to September 2016 (35 Months)Duties and Responsibilities:
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
  • Kept pharmacy counter and related areas clean, neat and organized.
  • Counted and labeled prescriptions with correct item and quantity.
  • Verified order information against computer database.
  • Assisted pharmacy staff with preparing medications and filling orders.
  • Greeted customers and responded to questions with friendly, knowledgeable assistance.
  • Answered telephones and provided information about order status, store hours and pharmacy procedures.
  • Merchandised over-the-counter goods and rotated stock.
  • Received incoming supplies and stocked in correct locations.
  • Updated computer system with current customer, payment and inventory information.
  • Supported operations with filing, copying and faxing.
  • Completed and filed documentation for insurance, store and liability purposes.
  • Trained new pharmacy staff on computer system and drug management protocols.
  • Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Counseled customers on medications, appropriate dosage and potential side effects.
  • Tracked pharmacy inventory and reported medication numbers to lead pharmacists.
  • Operated cash register and performed front counter tasks to facilitate daily operations
Receptionist
Industry:Hotel / HospitalityEmployment Period:January 2013 to May 2013 (4 Months)Duties and Responsibilities:
  • Responded to inquiries from callers seeking information. Answered central telephone system and directed calls accordingly.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
Technical Support Representative
Industry:TelecommunicationEmployment Period:June 2011 to September 2011 (3 Months)Duties and Responsibilities:
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Documented support interactions for future reference. Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
  • Researched product and issue resolution tactics to address customer concerns.
Not Applicable
Skills

★★★ Advanced:
CRM, Microsoft Office, Salesforce CRM, Zendesk

★★ Intermediate:
Phone Support, Mobile Phone Support, Customer Relations, Customer Service, Customer Support, Customer Handling, Technical Support, Billing, Administrative Skills, Administrative Support, Upselling, Inbound Upselling, Outbound Calling, Inbound Calls, Inventory Management, Scheduling, Appointment Setting, Outbound Appointment Setting

Work at Home Capabilities

Internet Bandwidth:

Greater than 100mbps

Working Environment:

Private Room

Speed Test Result:

344

Internet Type:

Cable

Hardware Type:

Laptop

Brand Name:

Lenovo IdeaPad 3 model

Processor:

AMD Ryzen 5 5500U with Radeon Graphics 2.10 GHz

Operating System:

Windows 10