Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2016 to December 2023 (84 Months)Duties and Responsibilities:Started as an agent and got promoted to become an operations supervisor in Aug
2018. Handled a team of diverse people taking calls, emails and chat for Kohls and then later
on Best buy (2 of the big e-commerce businesses in the US)
Address and resolve customer complaints professionally.
Take complicated or escalated issues (late delivery, returns, damaged, missing, etc)
Keep updated on product details, company policies, and industry trends to provide
accurate information to customers.
Make high level critical decisions outside the policy so long as still within the client's
guideline to resolve a complicated issue.
Stay calm and manage high-pressure situations effectively to minimize disruption to the customer experience.
Manage and oversee a team of 10-15 agents, meet KPI goals and targets.
Resolve agent and customer issues, ensure agents attendance.
Conduct performance reviews, team meetings, monitoring and coaching sessions.
Coordinate with Training department and QA to identify systematic quality-
improvement opportunities. Coordinate with Workforce about the schedule and productively and communicate with the client.
Assist in the recruitment of new agents during peak season and do the class training.
Provide one-one-one coaching to struggling agents to help them hit targets.
Candidate No. 593733
PLAY AUDIO
Anivie
Customer Support
Skills
★★★ Advanced:
Administrative Support, Customer Experience, Data Entry, Shopify, more
★★ Intermediate:
Customer Handling, De-escalations, Account Management, Training and Development, more
Hourly Rate Gauge
Today's value AUD $9.95
$9.01
if $ 1 = PHP 42$10.66
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:
Part Time Full 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 $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
Employment History
Supervisor
Technical and Customer Support
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2016 to July 2018 (19 Months)Duties and Responsibilities:Help customers quickly and effectively resolve their issues through phone, email and chat.
Listen carefully to the customer and provide empathy and sympathy statements when
needed.
Find and solve technical or service issues with their phone, subscriptions and accounts.
Manage placing, changing, or canceling orders. Handle returns and exchanges according to company rules.
Keep accurate records of customer interactions and transactions in the CRM.
Give clear details about products or services, including features and prices to help
customer with making decisions.
Check in with customers after resolving their issues to make sure they're satisfied and gather their feedback.
Customer Service Agent
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2024 to June 2024 (2 Months)Duties and Responsibilities:Respond to customer inquiries through phone and email.
Address customer questions, concerns and complaints promptly and professionally.
Check order and shipping status.
Provide assistance with order inquiries, returns and exchanges, ensuring a positive
customer experience
Customer Service Support Team Leader
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2014 to December 2015 (12 Months)Duties and Responsibilities:Take calls and send cabs off to customers and keep records of all road-service calls.
Coordinating and dispatching of taxis bookings, communicating with taxi drivers to ensure customers are picked up.
Manage and monitor a team and the business as a whole when POC for the shift.
Communicate to the client and sends report on weekly and monthly basis.
Monitor team performance and report on metrics.
Technical Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2011 to December 2012 (12 Months)Duties and Responsibilities:Answering calls about router and internet connectivity issues.
Actively listened to customer issues to provide correct resolution.
Walk the customer through the step by step process in resolving their issues.
Upsell new products if their existing devices is outdated or slow.
Customer education
Ability to provide customer service even when support is technical.
Education History
Field of Study:
Not Applicable
Major:
Electronics Technology
Graduation Date:
January 2007
Located In:
Philippines
License and Certification:
Not Applicable
Skills
★★★ Advanced:
Administrative Support, Customer Experience, Data Entry, Shopify, Keyword Research, Customer Support
★★ Intermediate:
Customer Handling, De-escalations, Account Management, Training and Development, Coaching, Scrum
Work at Home Capabilities
Internet Bandwidth:
Greater than 100mbps
Working Environment:
Private Room
Speed Test Result:
https://www.speedtest.net/result/17166002556
Internet Type:
Fiber
Hardware Type:
Laptop
Brand Name:
HP
Processor:
Intel(R) Core(TM) i5-7200U CPU @ 2.50GHz 2.71 GHz
Operating System:
Windows 10
- Anivie is a highly experienced professional with 9 years of expertise in customer and technical support roles, with a strong background in management and leadership within the e-commerce and BPO industries.
- Starting her career as an agent, she progressed to an operations supervisor role, demonstrating her ability to adapt, lead, and consistently deliver results in high-pressure environments.
- Notably, she managed teams of 10–15 agents for top-tier e-commerce brands, resolving escalated customer concerns and maintaining adherence to KPI goals.
- She effectively trained and coached agents, ensuring consistent performance improvements, and played a key role in recruitment during peak seasons.
- Her prior roles involved technical support for telecommunications products, including troubleshooting internet connectivity and device compatibility issues, emphasizing her technical proficiency.
- Proficient in customer service tools such as Shopify, Zendesk, and Recharge, showcasing expertise in modern e-commerce platforms.
- Highly adept with productivity software including Google Workspace, Microsoft Office Suite, Slack, and CRM systems.
- Demonstrated strong oral and written communication skills, combined with critical thinking and flexibility in addressing diverse client needs.
- Can start immediately.
Predictive Index Behavioral Profile - AnalyzerStrongest 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.
- Proactivity, assertiveness, and sense of urgency in driving to reach personal goals. Openly challenges the world.
Behavioral SummaryAnivie is an intense, results-oriented person, whose drive and sense of urgency are tempered and disciplined by a strong concern for the accuracy and quality of the details of any work for which they are responsible. Approach to any work done will be based on thorough analysis and detailed knowledge of all pertinent facts.
Much more technically than socially-oriented; has confidence in technical/professional knowledge and ability to get things done correctly. With experience, will develop a high level of expertise in their own work and will be critical of mistakes made by themself or others. Takes the work and responsibilities very seriously and expects others to do the same.