Candidate No. 562282
PLAY AUDIO
CRISTINA

Customer Support

Skills

★★★ Advanced:

Customer Experience, People Management, Microsoft Outlook, Salesforce.com, more

★★ Intermediate:

Account Management, Client Relations, Sourcing, more

Hourly Rate Gauge

Today's value  AUD $16.52

$14.50

if $ 1 = PHP 42

$18.35

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:

 Part Time

Preferred Timezone:

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

Hourly & Monthly Rate:
(inclusive of service fee)

Part Time: AUD $16.52 per hour or $1431.77 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Cristina has extensive work experience in leadership roles, including managing sales teams and client operations across various industries.
  • Positions held include Sales Development Lead, Team Lead for Digital Operations, and Project Lead in global client services.
  • She have demonstrated proficiency in process improvement, KPI management, and team development.
  • Educational background includes a Bachelor of Science in Computer Science and Medical Transcription training.
  • She has led teams ranging from 5 to 20 members, overseeing sales, operations, and client services.
  • She have been involved in driving sales strategies, order management, and ensuring service level guarantees.
  • Notable achievements include leading initiatives for quality improvement, process enhancements, and driving client satisfaction through positive Net Promoter Scores (NPS).
  • She possesses strong interpersonal, leadership, and communication skills. They are proficient in MS Office and project management, with the ability to handle tasks involving data security, risk management, and compliance. 
  • Can start immediately.

Predictive Index Behavioral Profile - Controller

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.
  • Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.

Behavioral Summary

Cristina is a self-disciplined, conscientious person who will develop a high degree of expertise and skill in a specialized job. Has the drive to get things done right and in accordance with established standards of accuracy and quality.

A conservative and analytical person who respects traditional organizational values. Reserved, serious, and thoughtful about everything to be done, is a no-nonsense worker who worries about getting things exactly right. Never superficial, will make sure that they know what they’re talking about before speaking. Needs a lot of certainty and structure in their work so that it meets very high, specific quality standards.

Employment History
Team Lead for Digital Operations
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2019 to August 2021 (25 Months)Duties and Responsibilities:
  • Monitor team member's individual performance of 20 FTEs, by providing effective feedback coaching and support.
  • Monitor daily, weekly, monthly deliverables, KPIs attendance, quality, compliance, and NET Promoter Scores.
  • Process improvement and trainings for Commercial and CARECENTRIX order processing for Durable Medical Equipment.
  • Develop strategies the team will use to reach its goal.
  • Empower the mid to high potential reps and outline developmental plan for career and growth.
  • Call audits and real time monitoring to ensure positive NPS score outcome.
  • Drive the NPS for the team.
  • Coaching and real time feedback for identified opportunities of each rep
  • Conduct RCA for QA infraction, client escalations, passive and detractor NPS.
Project Lead Global Client Services
Industry:Healthcare / MedicalEmployment Period:January 2015 to May 2019 (52 Months)Duties and Responsibilities:
  • Undertake Project Management activities as directed by the Project Manager.
  • Set up and maintain all project files and documentations.
  • Project plans with project specific information.
  • Prepare and analyze and distribute status tracking and project finance report. Prepare presentation materials for meeting and project finance report.
  • Prepare presentation materials for meeting and project summary data. Coordinate with the other project support staff within and across the organization to identify and consolidate support processes.
  • Coordinate all information and communications for assigned projects.
Team Lead UK ONEKEY Data Management
Industry:Healthcare / MedicalEmployment Period:April 2017 to July 2018 (15 Months)Duties and Responsibilities:
  • Account management and plan objectives for team and individual performance of 20 FTEs by providing feedback coaching and support.
  • Understand and effectively leverage metrics to rive team performance.
  • People management including all HR related issues as well us team member's development.
  • Conducting performance appraisals and bonuses of the team.
  • Managing of client queries - keen decision making to resolve account escalations.
  • Lead and contributes in recruitment process for additional headcount/required tor the account
Research Analyst QA Specialist
Industry:Healthcare / MedicalEmployment Period:January 2015 to April 2017 (27 Months)Duties and Responsibilities:
  • Responsible for creating, designing, and updating the documentation processes for the team.
  • Assist Team Lead in developing, maintaining and enhancing of training KPI for new hires.
  • Provide recommendations to Team Lead and Associate Manager if newly onboarded team member is ready for live production.
  • Conducts quality monitoring and process monitoring of the team members to ensure protocols and SOPs are being practice and followed.
  • Responsible for maintaining the required accuracy rate for the team.
  • Recruit and maintain panel of MD Practitioners to participate with an on-going survey for the project.
  • Cold call to recruit health care providers to gather vital information needed for the completion of the assigned project.
Travel Specialist Tier 2
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2012 to January 2015 (36 Months)Duties and Responsibilities:
  • Supports and assist customers in availing reservations through online booking and phone reservations.
  • Bill and process payments, ensuring accurate details was sent and understood by the customer.
  • Process cancelations and modification as requested by the Expedia Affiliate Network and Hotels.com 
Customer Service Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:March 2010 to September 2012 (30 Months)Duties and Responsibilities:
  • Phone specialist and assist customer through inbound and outbound calls.
  • Experts in determining resolutions, mobile devices and warranty coverage.
  • Assist on billing concerns and process payment and warranty.
Education History

Field of Study:

Not Applicable

Major:

Not Applicable

Graduation Date:

July 2006

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Customer Experience, People Management, Microsoft Outlook, Salesforce.com, Coaching, Call Handling, Cold Calling, Project Supervision, Quality Assurance, Sales

★★ Intermediate:
Account Management, Client Relations, Sourcing

Work at Home Capabilities

Internet Bandwidth:

Greater than 100mbps

Working Environment:

Private Room

Speed Test Result:

Not Applicable

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

Lenovo

Processor:

Not Applicable

Operating System:

Windows 11