Cheap Offshore Labor Cost vs. Expensive Leadership Time: Why “Savings” Cost You More

• Norland has a bachelor's degree in Foreign Science.
• He has almost 9 years professional working experience in the Visa Consultancy and Business process outsourcing industries handling travel accounts where he performed the following roles:
• Travel Consultant
• Travel Experience Agent
• Quality Assurance Analyst
• Operations Team Lead 
• Senior Operations Supervisor
• Travel Experience Team Lead

• Aireen has a Bachelor's degree in Nursing and has been working in the Medical Industry for around 10 years wherein she started as a Nurse and later on worked in a Virtual Set-up.
• She has skills and expertise when it comes to:
  • Customer Service
  • Medical Virtual Assistance
  • Client/Patient Relations
  • Administrative Support
  • Doing inbound & outbound calls
  • Medical Transcription
  • Appointment Setting
  • Insurance verifications
  • Prescriptions entry
• She has catered a US-based client when she started working as a Patient Care Coordinator
• She's adept also in using the following tools/software:
  • MS Office
  • Zoom
  • Sharecloud
  • Bright, Tree, Snap
  • Other Electronic Medical Records Systems
• For Aireen, her greatest achievement is being able to work long-term with a client and always get to resolve patient concerns despite challenges along the way (such as dealing with potentially irate patients), and at the same time meeting her quotas and juggling multiple tasks. 
• She is available to start immediately 

• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
• Works at a steady, unwavering pace; most comfortable with familiar processes, environments, and co-workers. Doesn’t easily change.
• Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.

• Rex has a bachelor's degree in Accountancy and he is a Certified Public Accountant.
• He has been working for almost 14 years in the accounting firms, Technology Services and consultancy where he handled roles such as:
  • Financial Controller
  • Audit Staff
  • Audit Supervisor
  • Technical Assistant, Tax Compliances Services
  • Finance and Accounting Manager
  • Audit and Assurance Group Head
• He is experienced in the following financial activities:
  • Preparation of monthly, quarterly and annual  reports
  • Preparing Financial reporting and statements
  • Budgeting
  • Auditing
  • Fund Management
  • Tax Compliance
  • Accounting and Bookkeeping
  • Account Management
• He has an experience in Australian accounting.
• He is proficient using Xero, monday.com,click-up,bamboo-HR, HRIS,MS office, excel and google workspace.
• He has a basic knowledge in MYOB. 
• He can start on May 1, prefer working morning or mid-day shift but, can also be okay on night shift and open for any full-time or part-time roles.

• Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
• Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
• Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome. Impatient with routines.

• Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
• Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.

Rocelo 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 Rocelo, who takes responsibilities very seriously.

With experience and/or training, Rocelo will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and Rocelo is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.

• Jen has been working for almost 3 years in the Business Process Outsourcing Industry handling travel accounts for Australian and New Zealand clients where she handled and performed the role of Travel Consultant. She then ventured into Freelancing and worked with a short-term client as an appointment setter.  She also has a bachelor's degree in communication.  
• She has been consistently recognized as a top agent in their cluster and because of that she was offered a QA position.
• She also gained certifications from the online trainings she attended for the following:
  • Online Training Course on Virtual Assistant
  • Social Media Management
  • WordPress Freelancing 
  • Facebook Ads 
  • Shopify Freelancing 
• She was exposed to the following tasks:
  • Customer Service
  • Phone Support - Inbound and Outbound Call
  • Email and chat support
  • Appointment Setting
  • Ticketing
  • Process cancellations, voluntary and involuntary changes
  • Flight, Car, and Hotel bookings
  • Process end-to-end refund
  • Administrative tasks
• She is proficient in using PowerDispatch, Google Local Service Ads, MS Office, Sabre GDS and Amadeus.
• She has a basic knowledge in Farelogix.
• She has a good communication skills.
• She considers herself as fast-learner, team-player and hardworking person.
• She can start ASAP, amendable working any shifts and open for any full-time or part-time role.

• Proactively connects quickly to others; open and sharing. Builds and leverages relationships to get work done.
• Comfortably fluent and fast talk, in volume. Enthusiastically persuades and motivates others by considering their point of view and adjusting delivery.
• Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.

• 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.

Unassuming, unselfish and has a genuine interest in other people and a strong, intuitive understanding of them. Outgoing and friendly, they enjoy working with others and is lively, warm company.

A pleasant and extraverted person, Jenny Beth is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Their congenial personality and friendly, interested attitude make them readily approachable. Jenny Beth gets along easily with a wide variety of people.

Their drive is directed at working with and for others. They derive particular satisfaction from doing things for others, the company, management, the team, and for the company’s customers. Cooperative and willing, this individual can be a particularly effective teacher and communicator of the company’s policies, programs, and systems.

• Customer Service handling both inbound and Outbound calls
• Call monitoring
• Email and Chat support
• Technical Support (basic troubleshooting of internet mesh, etc.)
• Transcription (Audio and Video)
• Administrative tasks (data entry, order processing, monitoring deliveries, property listing, calendar management, etc.)
• Virtual Assistant
• Sales support
• Customer retention
• Report extraction

• Podio
• Skype
• Bitrix
• Livebox
• Softphone
• Salesforce
• RingCentral
• MS Teams
• Google Drive
• Microsoft Excel
• DesktopOne
• Avaya 
• Zendesk
• Outlook
• NICE

• 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.
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.

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 May, who takes responsibilities very seriously.

With experience and/or training, May will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and May is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.

• Lian has been working for more than 10 years in the Business Proccess Outsourcing industry handling financial accounts where she supported the following tasks:
• Collections Coordinator
• Financial Service Representative II 
• Accounts Receivable II
• Loan Specialist
• Mortgage Collections
• Phone Support - inbound and Outbound
• Customer Service
• Administrative tasks

• She has a background in the following financial activities:
• Reconciling accounts
• Submit invoices to customers
• Credit and Collections
• Prepare Weekly and monthly AR aging reports, Monthly pending deduction reports, sales invoice reports, weekly and monthly collection reports
• She is proficient using SAP, MS Excel, Microsoft Dynamics 365, Slack, and CRM tools such as Fiserv and NoteSmith.
• She has a basic knowledge in QuickBooks.
• She has good communication skills.
• She is available to start immediately. Predictive Index Profile - Guardian
  
  Strongest Behaviors
  • Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
  • Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
  • Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
  • Patient, stable, and consistent; does things generally systematically and is not inclined to change these systems. Dependable, relatively consistent and works best in familiar environments, with familiar people.
  • Tolerant, easy-going, and uncritical in getting along with others. A focused listener.
  Behavioral Summary

  A very conscientious and disciplined person; particularly careful, thorough, and accurate in their work. This individual is exacting and strives to produce results that precisely meet the established goals. Works best where there are clear standards, expectations, reporting relationships and measurements for the work. Lian will depend upon professional training, their own experience, or management leadership, to provide those standards and the structure needed for their work.

  Given sufficient experience, they will produce work of high quality, giving close attention to the accuracy of details. Stable and dependable; consistent in their actions and, if necessary, has sufficient patience to do work of a repetitive nature. Believes in having, and following, well-defined processes and procedures.

• Jessie has been working for almost 3 years as a Bookkeeper and Accountant within different industries such as Retail, medical, logistics, and finance.
• He is confident in supporting the following tasks:
  • Superannuation Preparation
  • Payroll
  • Bank reconciliation
  • Generating reports
  • Preparation of BAS and IAS
  • Tax Preparation
  • Financial Statements
  • Invoicing
  • Bookkeeping
• He has a degree in Bachelor of Science in Accountancy and a Xero certified.
• He has catered clients based in the US, UK, New Zealand and Australia.
• He is proficient with Xero, QuickBooks, MYOB, SAP, Dext, Salesforce, and Hubdoc.
• He is available to start immediately.

• Relatively formal, reserved, and skeptical of new people; requires some “proof” to build trust in new people.
• Attention to detail; follows through on tasks to ensure completion in general accordance with quality standards.
• Detail-oriented; typically makes and follows a plan to keep track of things and usually follows up to ensure completion.

Jessie Louis 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 Jessie Louis, who takes responsibilities very seriously.

• Christine has 4 years of relevant work experience. She has performed various roles in where she supported the following tasks:
  • Customer service
  • Inbound Calls and Outbound Calls 
  • Escalation
  • Team Management 
  • Client Management 
  • Admin Support
• She handle an insurance account and did:
  • Assisted employees with company-sponsored benefits enrolment health and insurance.
  • Communicated with insurance carriers about claims, filing claims for reimbursement along with confirming the deductible, co-pays, and doctor visits.
  • Assisted employees with the documents required to verify their dependents' eligibility for company-sponsored benefits. 
• After a year of working she was promoted as a Team Leader. She managed a team of at least 10+ representatives. Including individual coaching
  sessions and team huddles to update everyone on their performance.
• She is proficient with MS Excel, Citrix and Client based CRM.
• She is available to start immediately. She is amenable to working the night shift for fulltime position.

• 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.
• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.

Marie has over fifteen years of experience in the customer service industry handling financial accounts

She worked as a Fraud Recovery Agent for a credit card company where she investigated cases with fraudulent activities such as:

• Counterfeit cards
• Lost/stolen cards
• Account takeover
• Unauthorized transactions
• Fraud typing 
• Credit bureau reporting

Worked as a customer risk investigator for an international payment system where she investigated accounts with unauthorized activities

Processed restrictions and appeals of accounts affected

Marie also did a bit of upselling where she offered other packages and products to their existing clients

Marie has very good communication skills and sounds pleasant over the phone

She is open to part-time positions and can start immediately
 

Predictive Index Behavioral Profile - Scholar

https://www.predictiveindex.com/reference-profile/scholar/

Strongest Behaviors:

• Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
• 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.

Marie Inez is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough and very focused on their responsibilities.

Marie is reserved and will generally express herself in a factual, direct, and succinct manner. A conscientious person, her approach to the work is systematic, methodical, and well organized, based on thorough knowledge of, and respect for “the book”. Working with factual, technical or detailed information, she’ll produce carefully thought-out work of high quality and precision. Whether doing work themself, or delegating to others, follow up is close to ensure high-quality results.

• Lynnel has more than 13 years of relevant work experience performing as an Email and Chat Specialist where she mainly handled travel accounts in the BPO industry and she supported the following tasks for the US, UK, and Canadian clients:

  • Order Entry
  • Flight and Hotel Booking 
  • Processing flight cancellations
  • Assisting social media inquiries and creating templates for ChatBot
  • Customer Service
  • Data Collection and Entry
  • Customer Service

• Lynnel also was part of the pioneering team working as a chat support and stayed in the same company for 10 years.

• She is proficient with the following tools:

  • Oracle
  • LiveHelp
  • LivePerson
  • MS-DOS
  • Kana
  • Microsoft Office (Word, Excel, and PowerPoint)

• She is available to start immediately and is amenable to working the day shift for any full-time position.
   

Predictive Index Behavioral Profile - Scholar

predictiveindex.com/reference-profile/scholar/

Strongest Behaviors

• Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
• 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.
• Authoritative and direct, driven to accomplish personal goals; pushes through roadblocks assertively. Communication is direct, to the point, and sometimes brusque.

Behavioral Summary

Lynnel Grace is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough, and very focused on their responsibilities.

This individual is reserved and will generally express themself in a factual, direct, and succinct manner. A conscientious person, their approach to the work is systematic, methodical, and well organized, based on a thorough knowledge of, and respect for “the book”. Working with factual, technical, or detailed information, they’ll produce carefully thought-out work of high quality and precision. Whether doing work themself or delegating to others, follow-up is close to ensuring high-quality results.

• Chel has a bachelor’s degree in Operations Management.
• She has been working for 7 years in various industries - in a software company, real estate, consulting agency, retail, e-commerce, construction, solar company, and in an accounting firm.
• She started her remote job in November 2022 catering to US and AU clients.
• She has relevant experience in performing the following:
  • Auditing
  • Preparing financial reports and statements
  • Bookkeeping
  • Bank reconciliation
  • Collections
  • Managing end-to-end accounts receivable and payable
  • Purchasing and invoicing
  • Payroll
  • Phone support for clients and internal employees
  • Database entry/management
• She has experience with vendor management wherein she contacted the supplier for outstanding payments and invoices. 
• Her experience with Order Management & Shipping Management involved the creation of purchase orders, arranging shipment documents, and providing the necessary invoices. 
• She has also done Inventory management, wherein she does physical audits of office supplies and manufacturing products. 
• She is proficient in using different accounting software such as Oracle, QuickBooks Online, Xero, MYOB, Tiller Money, Expensify, Hubdoc, Carbon, and Suitefiles.
• She considers herself an adaptable and resourceful person.
• She can start immediately, amendable to work any shifts, and open for any full-time or part-time role.

• 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.

• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.

Unassuming, unselfish and has a genuine interest in other people and a strong, intuitive understanding of them. Outgoing and friendly, they enjoy working with others and is lively, warm company.

A pleasant and extraverted person, Richelda is an effective communicator, able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Their congenial personality and friendly, interested attitude make them readily approachable. Richelda gets along easily with a wide variety of people.

Their drive is directed at working with and for others. They derive particular satisfaction from doing things for others, the company, management, the team, and for the company’s customers. Cooperative and willing, this individual can be a particularly effective teacher and communicator of the company’s policies, programs, and systems.

• Janna has been working for almost 7 years as Customer Service Representative, Administrative Assistant, Executive Assistant, and Retention Specialist within BPO, telecommunication, and, Real Estate industries where she honed her skills in:
  • Customer Handling
  • Email Management
  • Administrative Assistant Support
  • Property Management
  • Social Media Management
  • Basic Bookkeeping
  • Lead Generation
• She is proficient with Zendesk, Avaya, Citrix, Slack, Google Suite, Zoom, Hubspot, WhatsApp, Camtasia, Canva, Discord, Airtable Zoho, Microsoft Excel and has basic knowledge with Gorgias.
• She can start as soon as possible for a full-time position at any time zone.

• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
• Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
• Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

A very conscientious and disciplined person; particularly careful, thorough, and accurate in their work. This individual is exacting and strives to produce results that precisely meet the established goals. Works best where there are clear standards, expectations, reporting relationships and measurements for the work. Jan Alexis will depend upon professional training, their own experience, or management leadership, to provide those standards and the structure needed for their work.

Given sufficient experience, they will produce work of high quality, giving close attention to the accuracy of details. Stable and dependable; consistent in their actions and, if necessary, has sufficient patience to do work of a repetitive nature. Believes in having, and following, well-defined processes and procedures.