Industry:Call Center / IT-Enabled Services / BPOEmployment Period:March 2017 to July 2018 (16 Months)Duties and Responsibilities:Answering Billing queries.
Contract changes.
Resolving customer complaints.
Offering added services (Sales) to inbound callers.
Candidate No. 534426
PLAY AUDIO
Samuelle
Customer Support
Inbound Sales Representative
Technical Support Specialist
Phone Support Agent
Skills
★★★ Advanced:
Leadership, Customer Relations, Customer Service, Customer Service Management, more
★★ Intermediate:
CMS, Photo Editing, Call Center Management, Outbound Sales, more
Hourly Rate Gauge
Today's value AUD $10.44
$9.42
if $ 1 = PHP 42$11.24
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
Hourly & Monthly Rate:
(inclusive of service fee)
Full Time: AUD $10.44 per hour or $1809.40 per month
*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
Employment History
CSR
Supervisor Call Center
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2018 to November 2023 (64 Months)Duties and Responsibilities:CUSTOMER SERVICE SUPERVISOR
- Increased team sales performance by 10% month on month resulting in the closure of 241 sales for the month of October 2023.
- Managed and oversaw an average of 16 agents per month during tenure.
- Attained an 85% coaching efficacy through data-driven analysis of agent performance metrics, customer trends, agent styles, and product highlights, contributing to a consistent average team NPS of 74 throughout tenure.
- Developed saving guide diagrams as training materials, enabling agents to effectively retain subscribers and achieve a 50% retention success rate.
- Received top team recognition (across all KPI’s) for August 2023, achieving outstanding results within the first 8 months of growing and leading a new hire team.
- Proactively maintained alignment with organizational goals through strategic email communications.
- Supervised 15 agents ensuring staffing is catered with a service level of 95% monthly
- during tenure.
- Crafted and implemented standardized spiels for consistent team communication, elevating Net Promoter Score (NPS) to a sustained average of 75 throughout tenure.
- Took an active role in sharing best practices to craft highly engaging spiels that drew customer attention and resulted in a monthly sale increase of 25% with a total sale count in February 2023 of 182.
- Achieved (Agent of the year) AOY status for year 2020 by hitting 90% in quality and
- 96% in CSAT for all inbound calls for the year 2019.
- Effective in resolving service issues and customer service related issues. Averaged 96% customer Perceived Resolution Rate with 560 seconds in handle time during tenure.
- Averaged 25 closed sales month per month during tenure.
Not Applicable
Skills
★★★ Advanced:
Leadership, Customer Relations, Customer Service, Customer Service Management, Technical Support, Customer Retention, Debt Collection, Inbound Sales, Chat Support, Inbound Collections
★★ Intermediate:
CMS, Photo Editing, Call Center Management, Outbound Sales, Email Support, Microsoft Office
Work at Home Capabilities
Internet Bandwidth:
Between 5mbps to 100mbps
Working Environment:
Private Room
Speed Test Result:
https://www.speedtest.net/results
Internet Type:
Fiber
Hardware Type:
Desktop
Brand Name:
Del
Processor:
Intel Core i5
Operating System:
Windows 10
- Samuel has been working for 8 years in different companies from BPO industries. He handled different positions such Billing Support, Sales Support, Technical Support, Chat Support, and Customer Service Supervisor. He worked with client that cater to US and previously got promoted and handled a team consisting of fifteen staff. He supported the following tasks:
- Technical Support
- Troubleshoot
- Customer Service
- Inbound / Outbound calls
- Training / Coaching
- Client handling
- Data Analytics
- Basic graphic design
- He is proficient in CRM, Canva, and Microsoft tools
- He is available to start immediately and she is amenable to working the day shift for any part-time or fulltime position.
Predictive Index Behavioral Profile - PromoterStrongest Behaviors
- 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.
- Extremely informal, extraverted, and outgoing; gets familiar very soon after you meet. Communicates effusively, flexibly, and engagingly; draws others into the conversation.
Behavioral SummarySamuelle is an outgoing, talkative, very friendly individual, a lively and stimulating communicator. A good mixer who is poised, active and responsive in social situations.
The complete extravert; informal and uninhibited in their behavior; understands people well and is capable of using that understanding to gain the friendship and cooperation of others. It is important to this individual to be liked and accepted, and they express themself to individuals or groups with warmth and enthusiasm. Easily understands and accepts other viewpoints, ideas, and feelings, and can be effective at getting diverse groups to come together and collaborate.