Irish

Phone Support VA | 8 Yrs US Telecom & Insurance | Ex-Team Leader

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Overview

Looking for full-time work (8 hours/day)

at $6.49/hour ($1,280.00/month)

Bachelors degree

Last Active

September 19th, 2026 (3 days ago)

Member Since

June 29th, 2023

Profile Description

Eight years of US-based phone support and sales for telecom (Comcast, CenturyLink) and insurance (Asurion) accounts — 2 years as an agent, 6 years as an Operations Team Leader supervising 20 agents.

I handle inbound calls where the customer needs both a fix and a reason to stay: troubleshooting, billing, plan changes, and retention/upsell, all in one conversation.

What I handle:
• Inbound phone support — troubleshooting, billing, account changes, retention/sales
• Customer account management in CRM (updating plans, service issues, billing)
• Escalations and de-escalating upset customers
• Call center tools: Avaya, One CTI, ACSR
• Excel and Google Sheets for reporting and tracking
• Team supervision: coaching, QA monitoring, performance reports

What that looked like in numbers:
• Minimum 20 calls handled per day
• 85% CSAT average
• ~20 min average handle time
• Consistently high first-call resolution
• Perfect attendance record over 6+ years
• Led and coached a team of 20 agents for 6 years

Availability: 8 hours/day, night shift (US hours) — flexible.

I have a Bachelor's in Information Technology, so new systems and software aren't a problem — I've already worked across multiple CRMs, dialers, and account platforms.

Not yet experienced with email/chat support tools (Zendesk, Freshdesk) but confident picking up new software fast given my background across CRM, CTI, and billing systems.

I'm looking for one long-term client I can grow with.

Next step: Message me with what kind of calls or account issues you need handled. I'll tell you exactly how I'd approach your first week — no charge, no call required.

Top Skills

Marketing » Telemarketing » Inbound Sales

Experience: 5 - 10 years

Sold plan upgrades and add-ons during live troubleshooting calls for telecom accounts. Skilled at overcoming objections and closing while resolving the customer's original issue — not a separate sales pitch, part of the same conversation.

Customer Support » Technical Support

Experience: Less than 6 months

Troubleshot cellular and internet service issues for Comcast and CenturyLink customers using CRM tools and account diagnostics.

Customer Support » Customer Service

Experience: 5 - 10 years

8 years of US-based inbound phone support for telecom and insurance accounts (Comcast, CenturyLink, Asurion), including troubleshooting, billing, account management, and de-escalating upset customers. 6 of those years as a Team Leader supervising 20 agents.

Basic Information

Age: 28

Gender: Female

Website: Sign Up with Pro Account to View

Address: San Carlos City, Negros Occidental

Tests Taken: IQ
Score: 123

Government ID: Sign Up with Pro Account to View

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BENCHMARKS

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Irish

Phone Support VA | 8 Yrs US Telecom & Insurance | Ex-Team Leader

Overview

Profile Description

Top Skills

Marketing » Telemarketing » Inbound Sales

Customer Support » Technical Support

Customer Support » Customer Service

Other Skills

Project Management

Office and Administration » Microsoft Power Point

Office and Administration » Microsoft Word

Office and Administration » Data Entry

Office and Administration » Microsoft Excel

Basic Information