Candidate No. 541445
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Casandrah

Customer Support

Technical Support Specialist

Phone Support Agent

Email Support Agent

Skills

★★★ Advanced:

Canva, Call Center Operations, Call Center Management, Outbound Sales, more

★★ Intermediate:

Real Estate, Client Support, more

Hourly Rate Gauge

Today's value  AUD $14.88

$13.13

if $ 1 = PHP 42

$16.43

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

Preferred Timezone:

Australian Western Standard Time, Australian Central Standard Time, Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

Full Time: AUD $14.88 per hour or $2578.63 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Casandrah has been working for more than 10 years in different local companies in BPO industries. She handled different positions such as Executive Travel Agent, Customer Service Representative, Technical Support, Order Processing Specialist, Team Leader, and Supervisor. She has Bachelor's degree in Computer Science. Casandrah worked with US clients and supported the following task:
    • Customer service
    • Team coaching
    • Inbound/Outbound Calls
    • Chat support
    • Email support
    • Handled QA
    • Technical support
  • She previously got promoted and handled a team consisting of 10-5 agents. 
  • She is proficient in Macromedia Fireworks, Macromedia Flash 8, Adobe Photoshop, Canva, and Microsoft Tools. 
  • Casandrah 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 - Scholar 

Strongest Behaviors
  • Task-focused; quickly notices and pushes to fix technical problems, assertively cutting through any personal/emotional issues. Has aptitude to spot trends in data or figure out how complex systems work.
  • Independent, analytical, critical, and creative thinking and action; little need for external validation before action. Private.
  • Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
Behavioral Summary
Casandrah Noba is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough, and very focused on their responsibilities. This individual is reserved and will generally express themself in a factual, direct, and succinct manner. A conscientious person, their approach to the work is systematic, methodical, and well organized, based on thorough knowledge of, and respect for “the book”. Working with factual, technical or detailed information, they’ll produce carefully thought-out work of high quality and precision. Whether doing work themself, or delegating to others, follow up is close to ensure high-quality results.
Employment History
Supervisor Team Leader
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2014 to June 2018 (47 Months)Duties and Responsibilities:
  • For Team Performance: Continuous monitoring the customer experience while making sure that we as individual and as team are hitting the metrics/goal
  • Enable others to Act: Identify individual coaching opportunities and elevate them for the next level
  • Best Practice Sharing: Active participation to any meeting/calibration.
  • Sharing ideas, practices, and experiences on how to further improve both team and departmental performance.
Technical Support Circuit Designer High Bandwidth
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2013 to May 2014 (12 Months)Duties and Responsibilities:
  • Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
  • Handling customer technical support cases through phone and email submission
  • Updating the company website with tech tips and brief documents
  • Evaluating system potential through assessing compatibility of new programs with existing programs
  • Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
Customer Service Associate Inbound
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:March 2012 to September 2012 (6 Months)Duties and Responsibilities:
  • Handling all inquiries about the bills of the customer; helping them to explain each charge which they think was not really clear to them
  • Processing monthly payments of the customer
  • Activating special features on their mobile handsets, landlines, mobile broadband
Executive Travel Agent Inbound
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2009 to August 2011 (25 Months)Duties and Responsibilities:
  • Handling all aspects of bookings including airline, hotel reservations and car renting, and even attraction and services purchasing.
  • Prepared detailed itineraries upon bookings to ensure the accuracy of reservations and provided confirmation to clients
Team Leader / Supervisor
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2019 to May 2021 (18 Months)Duties and Responsibilities:
  • Create an inspiring team environment with an open communication culture
  • Set clear team goals
  • Delegate tasks and set deadlines
  • Oversee day-to-day operation
  • Monitor team performance and report on metrics
  • Motivate team members
  • Discover training needs and provide coaching
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities
Team Leader / Supervisor
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2021 to December 2023 (35 Months)Duties and Responsibilities:
  • Create action plans. Prepare for the day’s calling plan and conduct pre-shift meetings to share the direction to the team and inspire them
  • Share best practices with the agents, coach them on how they can improve and assist them in achieving their individual and team goals.
  • Share any call handling and QA feedback to the agents and coach them on how to address the opportunities
  • Motivate and inspire the agents, keep the team members engaged and support a positive team environment.
  • Handle escalated calls that the agents are unable to address from their end.
  • Identify performance drivers, present a solution, and address them.
  • Create agent development plans, track agent evaluation, keep proper documentation and initiate disciplinary actions when needed.
Dropshipper / Order Processing Specialist / Email Support
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2018 to November 2019 (16 Months)Duties and Responsibilities:
  • Acts as an information source on customer order processing and policies and 
  • procedures.
  • Process returns and handle all other concerns of the customers
  • Prepare documentation and ensure compliance with regulations. 
  • Coordinate internal questions, concerns, issues, and processes with appropriate 
  • organization.
  • Recognize potential order problems.
Recruitment Specialist
Industry:Automobile / Automotive Ancillary / VehicleEmployment Period:January 2024 to August 2024 (7 Months)Duties and Responsibilities:Review and evaluate job applications to determine if applicants meet the minimum qualifications for the job. Schedule and conduct interviews with qualified candidates. Check references and perform background checks on candidates. Negotiate job offers with candidates. Keep track of hiring progress and maintain accurate records.
Executive Assistant
Industry:Chemical / Fertilizers / PesticidesEmployment Period:March 2024 to March 2025 (12 Months)Duties and Responsibilities:Answer clients’ concerns and question through email and phone calls. Book the clients’ appointments and create invoices Take minutes during meetings Manage the calendars and emails of the CEO and OM
Education History

Field of Study:

Computer Science/Information Technology

Major:

Computer Science

Graduation Date:

March 2009

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Canva, Call Center Operations, Call Center Management, Outbound Sales, Inbound Collections, Customer Service, Team Management

★★ Intermediate:
Real Estate, Client Support

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/15823759463

Internet Type:

DSL

Hardware Type:

Laptop

Brand Name:

Lenovo

Processor:

i5

Operating System:

Windows 10