Candidate No. 664921
PLAY AUDIO
Daisyrie

Customer Support

Skills

★★★ Advanced:

Communication Skills, Technical Support, Canva, Problem solving, more

★★ Intermediate:

Customer interaction management, Performance Management, Time Management, Conflict resolution, more

Hourly Rate Gauge

Today's value  AUD $9.12

$8.32

if $ 1 = PHP 42

$9.70

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 Full Time

Preferred Timezone:

Australian Western Standard Time, Australian Central Standard Time, Australian Eastern Standard Time, New Zealand Daylight Time, US Pacific Standard Time, US Central Standard Time, UK London

Hourly & Monthly Rate:
(inclusive of service fee)

Part Time: AUD $9.12 per hour or $790.74 per month
Full Time: AUD $9.95 per hour or $1723.93 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Daisy has a solid three-year background in the customer service industry, specifically within a design-focused account at a well-known software company.
  • She has steadily progressed in her career, beginning as a customer service agent and rising to the role of team manager. Her overall experience includes:
    • Multi-channel customer support (chat, email, voice)
    • Handling billing inquiries, design issues, and order concerns for print products
    • Team leadership: Managed a 15-member team, conducted weekly business reviews, agent coaching, and performance monitoring
    • Report generation: Proficient in extracting and analyzing data via Zendesk to assess key performance indicators such as CSAT and AHT
    • Technical tools used: Zendesk, Excel (intermediate-level) Outlook, Slack, and Google Workspace
  • Daisy can start immediately and is amenable for both full-time and part-time roles.
  • Predictive Index Behavioral Profile - Specialist
  • Strongest Behaviors
    • Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
    • 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.
    • Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
  • Behavior Summary
    • Daisy 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. Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Daisy, who takes responsibilities very seriously.
Employment History
Team Manager
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:September 2024 to April 2025 (7 Months)Duties and Responsibilities:
  • Supervisor Chat Handling: Step in to assist or take over difficult customer chats escalated by agents.
  • Monitoring Chat Queue: Keep an eye on incoming volume, agent availability, and response times to maintain SLAs.
  • Managing Shifts & Breaks: Ensure proper staffing across hours, minimizing idle time and overload.
  • Real-Time Coaching: Provide immediate feedback during or after chats for improvement.
  • Performance Reviews: Hold weekly or monthly evaluations to address strengths, areas of improvement, and training needs.
  • Identify Trends: Analyze chat logs or metrics to spot recurring issues and propose improvements.
  • Optimize Workflow: Suggest or implement chat routing changes, macros, or knowledge base updates.
  • Reporting: Provide daily or weekly reports to upper management summarizing performance, issues, and improvements.
  • Use of CRM/Chat Tools: Master the tools used (e.g., Zendesk, Slack, LiveChat) to monitor performance and extract data.
  • Policy Enforcement: Ensure adherence to chat quality standards, security policies, and tone guidelines.
Email and Chat Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:April 2023 to September 2024 (17 Months)Duties and Responsibilities:
  • Managing and resolving complaints in a professional manner to maintain customer satisfaction.
  • Assisting with transactions and ensuring accuracy.
  • Address general inquiries and coordinate transactions via email
  • Communicating clearly and courteously, even when dealing with challenging or frustrated customers, to ensure a positive experience.
Customer Service Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2022 to January 2023 (11 Months)Duties and Responsibilities:
  • Handling inbound and outbound calls, addressing customer's inquiries, and resolving issues.
  • Assisted customers in their scheduled booking.
  • Identifying and troubleshooting customer problems, finding solutions, and escalating issues when necessary.
  • Provided technical support for customers who encountered errors on the application.
Chat Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2019 to February 2020 (12 Months)Duties and Responsibilities:
  • Handled billing and sales
  • Explained the subscription plans to the customers
  • Responded to customers' queries regarding bills and phone line issues
  • Offered plan upgrades and data add-ons to customers
  • Processed changes to customer accounts
Chat and Call Support Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:September 2016 to February 2019 (29 Months)Duties and Responsibilities:
  • Was responsible for callback to follow - up with customers about their technical issues and make sure it is resolved.
  • Responding to incoming customer chats promptly and handling multiple chat conversations simultaneously.
  • Documenting chat interactions, including customer details, issues discussed, and resolutions provided, in the company's customer relationship management (CRM) system.
  • Following company guidelines and scripts while providing personalized and empathetic service to meet customer needs.
  • Keeping up-to-date with product updates, company policies, and any changes in procedures to provide accurate and current information.
Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

April 2016

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Communication Skills, Technical Support, Canva, Problem solving, Critical Thinking

★★ Intermediate:
Customer interaction management, Performance Management, Time Management, Conflict resolution, Data Analysis

Work at Home Capabilities

Internet Bandwidth:

Greater than 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/17682937782

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

HP

Processor:

Intel Core 7

Operating System:

Windows 11