Candidate No. 543648
PLAY AUDIO
Julie Anne

Customer Support

Phone Support Agent

Email Support Agent

Chat Support Agent

Skills

★★★ Advanced:

Inbound Collections, Outbound Collections, Skiptrace, Customer Handling, more

★★ Intermediate:

Action Plans, Business Development, eCommerce, Chat Support, more

Hourly Rate Gauge

Today's value  AUD $10.44

$9.42

if $ 1 = PHP 42

$11.24

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, New Zealand Daylight 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
  • Julie has been a specialist in customer service and debt collections for more than 10 years now. She is a graduate of Arts majoring in International Studies and worked within the BPO, financial services, and retail companies. She provided her services to US and AU-based customers.
  • She is skilled in performing the following:
    • Team and Performance Management    
    • Skip Tracing
    • Lead Generation    
    • Customer Engagement
    • Escalation Resolution
    • Solutions and Settlement Negotiation    
    • Quality Assurance and Auditing
    • Team/Staff Coaching and Mentoring    
    • Regulatory Compliance Management    
    • Learning & Development
    • Staff Onboarding
    • Accounts Receivable
    • Customer Support (phone, chat, and email)
    • Debt Collection
    • Social Media Management
    • E-commerce Support
  • She holds a Certificate III in Financial Services (AUS).
  • She adeptly uses Zendesk, Zoho, Recharge, ABN, Microsoft Office Apps (Excel, Word, PowerPoint, teams, Outlook), Google Suite, Monday, and Notion.
  • She can start after 2 weeks.
  • She is amenable to a day shift. full-time position.
Predictive Index Behavioral Profile - Specialist

Strongest Behaviors
  • 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.
  • Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome. Impatient with routines.
Behavioral Summary

Julie Anne is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

With experience and/or training, Julie Anne will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and Julie Anne is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.

Employment History
Customer Service VA
Industry:Retail / MerchandiseEmployment Period:August 2022 to February 2024 (18 Months)Duties and Responsibilities:
  • Responding to emails and chat
  • Providing tracking and looking up orders for customers
  • Answering product questions
  • Helping with returns
Team Performance Manager
Industry:Banking / Financial ServicesEmployment Period:March 2013 to January 2023 (118 Months)Duties and Responsibilities:Team Performance Manager
May 2019 – January 2023
  • Maintains a high performing operations and collections team (US/AU) by constantly reviewing, developing, and aligning strategies while providing coaching, and mentoring to ensure the efficiency and effectiveness of the program
  • Ensures compliance to Standard Operating Procedures and Regulatory Requirements such as the Fair Credit Reporting Act (Federal Trade Commission) and Fair Debt Collection Practices Act (FDCPA) to optimize service and process delivery
  • Provides continuous team improvement through trend reporting analysis, metrics management, audit, and quality assurance
  • Resolves team and client escalations by providing optimal payment solutions in short timelines
  • Managed and trained over 50 senior and frontline Customer Support Representatives
  • Engages in proofreading, editing, and approving of all outgoing team correspondence
  • Runs Masterclasses for new-hires and non-performing tenured associates geared towards upskilling
Senior Customer Relations Manager
July 2018 – May 2019
  • Customer support tasks via phone and email
  • Client/debtor web research and skip tracing
  • Helps team performance manager and L&D team deliver induction modules to new hires
  • Supports team performance manager in staff management and KPI/results analysis
  • Provides consistent feedback, review, and coaching to associates within the team
Customer Relations Associate
March 2013 – July 2018
  • Engaging with debtors and collecting payments on delinquent accounts
  • Assist debtors in setting up payment plans via inbound/outbound calls and email correspondence
  • Negotiates settlements to help debtors close accounts and update credit files
  • Skip tracing work for lead generation
Customer Service VA
Industry:Healthcare / MedicalEmployment Period:May 2022 to August 2022 (3 Months)Duties and Responsibilities:
  • Answering customers' inquiries via Chat, Email and Social Media (Instagram and Facebook)
  • Providing the right information and advise on how to use the product
  • Assist customers with technical issues when using the product
  • Respond directly to address customers' questions via email to send information based on clients' needs, complaints or issues.
  • Upselling
Accounts Receivable Associate
Industry:Banking / Financial ServicesEmployment Period:December 2020 to May 2022 (17 Months)Duties and Responsibilities:
  • Oversee items billed and follow-up with clients to gather the information needed to process their DTC application
  • Monitor the payment of items billed and act on any items outside of agreed-to payment terms
  • Maintain up-to-date billing system
  • Follow-up on and arrange payments with clients over the phone or e-mail
  • Carry out billing, collection and reporting activities according to specific deadlines
  • Conduct collection calls and record notes
  • Recommend accounts that should be shifted to a collection agency
  • Verify discrepancies and resolve clients' basic billing issues.
  • Resolve collection issues by making payment arrangements by telephone or email.
  • Follow up with new and existing clients to obtain necessary information needed to process their DTC application (e.g. information regarding medical practitioners, disability details etc.).
Virtual Assistant Customer Service Wanderatic
Industry:ApparelEmployment Period:January 2019 to May 2020 (16 Months)Duties and Responsibilities:
  • Promoting products, services and content over social media, in a way that is consistent with the brand's image and social media strategy
  • Reaching out to brand ambassadors (such as social media influencers)
  • Interacting with customers and dealing with customers' enquiries
  • Dealing with customer complaints regarding wrong items received, lost orders and damaged items
  • Contact the suppliers for reshipment of lost orders, incorrect or damaged items
  • Process refunds for customers
  • Create / apply discount codes
Social Media Manager and Marketing
Industry:Retail / MerchandiseEmployment Period:December 2014 to August 2019 (56 Months)Duties and Responsibilities:
  • Develop, implement and manage our social media strategy
  • Manage and oversee social media content
  • Measure the success of every social media campaign
  • Oversees brand's interactions with the public
  • Analyze engagement date, identify trends in customer interactions and plans digital campaign to build community online
Customer Care Representative - Collections
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2007 to September 2012 (61 Months)Duties and Responsibilities:
  • Collects on delinquent accounts through inbound and outbound calls
  • Provides debtors strategic payment options and payment plans
  • Prevents and manages delinquent accounts from charging off
Education History

Field of Study:

Art/Design/Creative Multimedia

Major:

International Studies

Graduation Date:

January 2007

Located In:

Philippines

License and Certification:

  • Certificate III in Financial Services (AUS)

Skills

★★★ Advanced:
Inbound Collections, Outbound Collections, Skiptrace, Customer Handling, Email Support

★★ Intermediate:
Action Plans, Business Development, eCommerce, Chat Support, Video Production

Work at Home Capabilities

Internet Bandwidth:

Greater than 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/15949575845

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

MacBook Air

Processor:

M1

Operating System:

MacOS X