*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 Part 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)
Part Time: AUD $13.23 per hour or $1146.87 per month Full Time: AUD $13.23 per hour or $2293.73 per month
*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
Macky has close to a decade of experience in the customer service and business process outsourcing (BPO) industry, having worked with companies in ride-sharing, healthcare services, e-commerce, and telecommunications.
Her most recent role as a Service Team Analyst involved both frontline support and backend tasks such as data scrubbing, knowledge base analysis, and stakeholder reporting. Her responsibilities also include managing chat support, documenting technical issues, and ensuring quality compliance through meticulous checklist management.
She is familiar with various customer-facing systems, including Einstein (for ticketing), Slack, MS Office Suite, and Google Workspace.
Macky holds a degree in Information Technology and has academic experience in web development and project management.
She is available for both full-time and part-time work and can start after a 3-week notice period.
Predictive Index Behavioral Profile - Promoter
Strongest Behaviors
Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
Teaches and shares; often working collaboratively with others to help in any capacity.
Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
Behavior Summary
Macky 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 her behavior; understands people well and is capable of using that understanding to gain the friendship and cooperation of others. It is important to Macky to be liked and accepted, and she expresses herself 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.
Employment History
Service Team Analyst II
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2022 to April 2025 (33 Months)Duties and Responsibilities:
Conducted data scrubbing and analysis using Excel to identify trends and generate insights for operational improvement.
Developed insight incubation reports and presented findings to stakeholders, highlighting key data trends and recommendations.
Collaborated with the team through brainstorming (BS) sessions to gather observations, refine insights, and develop strategic recommendations.
Provided data-driven recommendations to update the knowledge base, ensuring vendor alignment with process changes and policy updates.
Monitored and evaluated new product rollouts, identifying potential issues and ensuring operational readiness before launch.
Worked cross-functionally with internal teams to streamline processes, improve service delivery, and drive operational efficiency.
ICT/IT Coach
Industry:EducationEmployment Period:September 2023 to January 2024 (4 Months)Duties and Responsibilities:
Taught IT subjects, including Object-Oriented Programming (OOP), Intermediate Programming, and foundational IT courses.
Developed learning materials, lectures, and exams in alignment with curricular standards to enhance student learning.
Engaged students through interactive teaching methods and hands-on programming exercises.
Contributed to courseware development to improve instructional delivery and ensure up-to-date industry relevance
Patient Pay Specialist
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2021 to July 2022 (9 Months)Duties and Responsibilities:
Assisted patients with billing inquiries, insurance coverage, and payment-related concerns for CPAP machines and other durable medical equipment (DME).
Processed insurance claims, verified benefits and eligibility, and confirmed medical coding accuracy for DME services.
Provided financial guidance, set up payment arrangements, and facilitated smooth transactions to ensure patient satisfaction.
Maintained accurate records of patient interactions and ensured compliance with healthcare policies and insurance guidelines.
Customer Associate II
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2019 to September 2021 (29 Months)Duties and Responsibilities:
Assisted patients and healthcare professionals by providing benefits and eligibility details, processing insurance claims, and verifying medical coding accuracy as confirmed by providers.
Resolved claim disputes by analyzing discrepancies, ensuring adherence tohealthcare policies, and maintaining up-to-date knowledge of insurance guidelines.
Supported retail customers by handling order inquiries, processing refunds, and ensuring a seamless shopping experience.
Maintained accurate documentation of customer interactions to facilitate efficient issue resolution and compliance with company policies.
Technical Support
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2015 to January 2018 (26 Months)Duties and Responsibilities:
Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Contributes to team effort by accomplishing related results as needed.
Respond to technical and nontechnical inquiries from customers for the purpose of providing information, resolving issues and/or providing direction as may be required.
Use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.
If customer tech problems cannot be handled over the phone, technical support representatives will schedule a repair crew to fix problems on-site.
Keep logs of all calls answered and addressed, including dates and times.
Check for customer problems and fixes in the solutions database, and add new information to the database when and if new problems and fixes arise.
Engagement Specialist
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2018 to April 2019 (15 Months)Duties and Responsibilities:
Respond to client enquiries, both technical and non-technical, in order to provide information, address problems, and/or provide guidance as needed.
Utilise feedback from clients to identify technical difficulties and guide customers through the actions required to solve various issues.
In the event that client tech issues cannot be resolved over the phone, technical support staff will arrange for a repair personnel to come to the customer' s location and address the issue.
Keep records of all calls that are answered and handled, along with the dates and times.
Check the solutions database for any customer issues and fixes, and update the database if and when new issues and fixes emerge.
Education History
Field of Study:
Computer Science/Information Technology
Major:
Information Technology
Graduation Date:
January 2023
Located In:
Philippines
License and Certification:
Not Applicable
Skills
★★★ Advanced: Customer Experience, IT Technical Support, Internet Troubleshooting
