Our recommendation
Why we recommend Kristelle.
Recommended for a client with a booking diary and customers who need handling carefully. At GoGoGrandparents she coordinated daily transportation schedules for a US senior transportation service, monitoring rides in progress, assisting with medical appointments and recurring trips, and handling cancellations, refunds, fare reviews and disputes.
Before that, five years at VXI on billing and sales accounts, where she hit sales targets through consultative selling, supported retention, and was promoted to subject matter expert training new representatives and running call-listening sessions. Strong fit for home care, healthcare scheduling, transportation, trades dispatch or any business whose customers book appointments and sometimes need to change them.
Kristelle’s day against yours
Your hours, in Kristelle’s time.
Kristelle is based in the Philippines. Pick your time zone to see your working day, 8 AM to 6 PM, on their clock.
Lit squares are working hours. Grey squares are night on that clock.
The assessment
English and writing
Seven years of US-facing customer support across phone, email and chat, which is the practical test. The stronger signal is the subject matter expert role at VXI: for eighteen months she ran call-listening sessions and performance coaching for other representatives, holding them to quality standards. A BPO does not put someone in that seat unless their own communication is the benchmark. She also handled escalated complaints and converted several into sales, which takes a particular kind of control in a difficult conversation.
Remote readiness
Her last two years were fully remote to a US company, coordinating transportation for elderly customers across time zones. That work has no margin for drift: a missed ride is a missed medical appointment, so she was monitoring journeys in progress and intervening when they went wrong. She used digital mapping and navigation tools daily to plan routes. The five years at VXI before that mean campaign metrics, quality monitoring and escalation paths are normal working conditions rather than something to learn.
Cultural fit
She was promoted into responsibility rather than applying for it. After three and a half years on billing and sales accounts at VXI she was made subject matter expert, supervising, training and mentoring new representatives in a fast-paced environment. Her own CV describes stepping in on escalated complaints and turning them into sales opportunities, which is someone who takes the call nobody else wants. The GoGoGrandparents work points the same way: a service for elderly customers rewards patience and judgement over speed, and she stayed in it for two years.
English and writing
Seven years of US-facing customer support across phone, email and chat, which is the practical test. The stronger signal is the subject matter expert role at VXI: for eighteen months she ran call-listening sessions and performance coaching for other representatives, holding them to quality standards. A BPO does not put someone in that seat unless their own communication is the benchmark. She also handled escalated complaints and converted several into sales, which takes a particular kind of control in a difficult conversation.
Remote readiness
Her last two years were fully remote to a US company, coordinating transportation for elderly customers across time zones. That work has no margin for drift: a missed ride is a missed medical appointment, so she was monitoring journeys in progress and intervening when they went wrong. She used digital mapping and navigation tools daily to plan routes. The five years at VXI before that mean campaign metrics, quality monitoring and escalation paths are normal working conditions rather than something to learn.
Cultural fit
She was promoted into responsibility rather than applying for it. After three and a half years on billing and sales accounts at VXI she was made subject matter expert, supervising, training and mentoring new representatives in a fast-paced environment. Her own CV describes stepping in on escalated complaints and turning them into sales opportunities, which is someone who takes the call nobody else wants. The GoGoGrandparents work points the same way: a service for elderly customers rewards patience and judgement over speed, and she stayed in it for two years.
Software they already use
- Microsoft OfficeMicrosoft Office
Skills
- Customer Support
- Email Support
- Chat Support
- Phone Support
- Scheduling
- Dispatch Coordination
- Appointment Coordination
- Reservations
- Transportation Coordination
- Route Planning
- Billing Support
- Payment Processing
- Refund Processing
- Fare and Dispute Review
- Account Enquiries
- Complaint Handling
- Escalation Management
- De-escalation
- Sales
- Consultative Selling
- Upselling
- Customer Retention
- New Hire Training
- Mentoring
- Performance Coaching
- Call Listening and Quality Review
- Quality Standards
- Multitasking
- Problem Solving
- Point of Sale
- Cash Handling
- Inventory Tracking
- Digital Mapping and Navigation
Résumé
If you hire Kristelle
You pay us one flat fee from $1,500, once, and pay Kristelle $6.00 an hour directly. Replacements are free for up to a year, depending on the plan.
See the plans