Maximize Your ROI: Onboard Dedicated Remote Phone Support Agents to Elevate Your Customer Experience and Drive Retention

Erra demonstrates strong alignment with the requirements of the virtual assistant position focused on customer service and bookings. With prior experience managing Australian accounts, handling bookings, and providing customer support through multiple communication channels, she possesses relevant skills and familiarity with similar roles. Her proactive responses during the interview indicate a clear understanding of customer service processes, effective communication, and a willingness to adapt to new tools and systems.

Relevant Experience:

• Customer Service Expertise: She has substantial experience in customer service, specifically for Australian clients, where she managed bookings, handled changes or cancellations, and ensured that customer expectations were met. She emphasizes attentiveness and professionalism in resolving inquiries and objections.
• Booking Management: In her previous roles, she managed high volumes of bookings, including tasks such as appointment setting, rescheduling, and cancellations. She also showcased experience upselling packages by clearly communicating value to customers.
• Communication Channels: She has experience working across multiple communication platforms, including inbound and outbound calls, emails, and chat. She effectively handled simultaneous inquiries, such as managing four to five chat conversations at a time.
• Technology Proficiency: While she is not familiar with the specific booking tool "ServiceMate," she has experience using Salesforce and similar web-based booking platforms, demonstrating her ability to quickly adapt to new systems.

Predictive Index Behavioral Profile - Controller

Strongest Behaviors

• 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.
• 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.

Behavioral Summary

Erra is a self-disciplined, conscientious person who will develop a high degree of expertise and skill in a specialized job. Has the drive to get things done right and in accordance with established standards of accuracy and quality.

A conservative and analytical person who respects traditional organizational values. Reserved, serious, and thoughtful about everything to be done, is a no-nonsense worker who worries about getting things exactly right. Never superficial, will make sure that they know what they’re talking about before speaking. Needs a lot of certainty and structure in their work so that it meets very high, specific quality standards.

EVALUATION COMMENT

The candidate is a seasoned professional with over 15 years of experience in customer service and 5 years of remote work expertise. Her recent role as a Customer Success Manager for a Sweden-based software company highlights her strong skills in client management, process improvement, and administrative tasks. She is highly proficient in tools like JIRA, Confluence, Notion, Strapi, and Sendgrid, demonstrating her technical aptitude and adaptability. With a reliable remote work setup and a proven track record of efficiency, she is well-equipped for roles requiring organization, technical proficiency, and customer-centric focus.

Predictive Index:  Guardian

Strongest Behavior

• 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.
• 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 are 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 the execution plan is unhurried and deliberate, stable, and will do things using the established process; finds it difficult to change these systems.
• Dependable, consistent, and needs familiar environments and coworkers to be most productive.
• Cooperative, easy-going, and agreeable in getting along with others.
• A focused, uncritical listener who won’t “rock the boat.” Methodical, steady, and even-paced; loses productivity when interrupted.

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. Glayza 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 work of a repetitive nature. Believes in having, and following, well-defined processes and procedures

Marjorie has 6+ years of work experience supporting e-commerce platforms in the U.S., Australia, and the Philippines. She held long-term roles in online retail businesses, primarily performing product research and customer support for Amazon, eBay, and Walmart dropshipping operations:

• Product Research & Listing: Experienced in using tools like Keepa and AZInsight to evaluate product viability and profitability for different e-commerce platforms.
• Customer Support & Order Management: Regularly handled customer inquiries, returns, refunds, courier coordination, and issue resolution via email and phone.
• Industry Experience: Her work spans multiple industries within the e-commerce sector including telecommunications retail, online marketplaces, and business process outsourcing (BPO) support for telecom services.
• Demonstrated efficiency in handling end-to-end order fulfillment, product analysis, and customer retention through responsive support services.
• Contributed to store performance for an AU-based dropshipping company by managing order accuracy and client satisfaction from November 2021 to December 2023.

Skill & Tech Proficiency

• Product Research Tools: Proficient with Keepa, AZInsight – used to determine profitability and demand forecasting.
• Customer Support Channels: Skilled in managing inquiries via email (Amazon, eBay) and voice support (AT&T, Sprint).
• Photo Editing Tools: Canva and Photoshop
• CRM/Order Processing: Familiar with Amazon Seller Central and eBay listing processes.
• Other Tools: Comfortable using Skype, WhatsApp, and internal messaging systems for remote coordination.
• Can start immediately and is open for both full-time and part-time roles

PI Behavioral Profile: Artisan

Strongest Behaviors:

• Highly precise and detail-oriented, with deep follow-through to ensure task completion meets quality standards.
• Steady and cautious, preferring well-established processes and minimizing risk.
• Operationally focused – excels in structured environments with clearly defined tasks and expectations.

Behavioral Summary:
Marjorie is thoughtful, disciplined, and serious in her approach to work. She is naturally introspective and thrives in environments that allow her to focus deeply on tasks, particularly those requiring accuracy and technical understanding. Her motivation comes from a desire to perform tasks thoroughly and correctly, leaning on her experience and careful planning to avoid errors. Reserved and accommodating in demeanor, she prefers clarity and stability, often relying on data and proven processes to guide her decisions.

Reggiena brings 14 years of extensive experience in the customer service industry, with a strong background in call center operations, customer interaction, and administrative support. She has handled roles that required her to manage inbound and outbound calls, email support, live chat, and customer bookings. Her experience aligns closely with the role requirements, particularly in converting inquiries into bookings and managing customer schedules effectively.

Job-Specific Competencies:

• Customer Service Expertise:
  She has consistently demonstrated excellent customer service skills across various industries, including automotive and RV rental services. She effectively handles inquiries, resolves concerns, and delivers resolutions with professionalism, even in challenging situations such as denied claims or difficult customer interactions.

• Bookings and Scheduling:
  She has solid experience managing bookings, ensuring high conversion rates, and avoiding schedule conflicts. She is adept at offering alternative scheduling options and leveraging tools to block unavailable time slots, which minimizes errors and enhances customer satisfaction.

• Objection Handling and Upselling:
  She has experience addressing customer hesitations, such as pricing concerns, by clearly outlining service benefits. In her previous roles, she was also empowered to offer promotional credits to encourage bookings, showing her capability to retain customers through effective persuasion and problem-solving.

• Tool Familiarity:
  She proficiency in CRMs and productivity tools, along with her familiarity with time-tracking software, ensures a smooth transition to this role. She is also comfortable using monitoring tools, as her past roles required similar systems to track productivity and manage timekeeping.

Key tools and systems she is proficient with include:

• CRMs: HubSpot, Oracle, ZenDesk
• Productivity Tools: Google Workspace, Microsoft Office Suite (Word, Excel, PowerPoint)
• Design Tools: Adobe, Canva

Predictive Index Behavioral Profile - Adapter

Strongest Behaviors

• Proactivity in driving to reach goals while moving at a faster-than-average pace. Inquisitive about the world.
• Relatively independent in taking action on their own ideas. Resourcefully works around most obstacles blocking completion of what they want to accomplish.
• Eager for results, drive is for swift implementation. Works best in fast-paced environments offering a variety of activities, rather than routines.
• Relatively quick in connecting to others; reasonably open and sharing. Builds and leverages relationships to get work done.
• Fluent, enthusiastic, and comparatively frequent in communication; a motivator who pays attention to others’ points of view.
• Collaborative; works with and through others. Focused on team cohesion, dynamics, and interpersonal relations.

Behavioral Summary

Reggiena is likely equipped with a diverse behavioral range that provides adaptation from one situation to the next. They may desire to take the lead on a project but are also comfortable accommodating the desires of others and allowing others to assume control – provided the task gets executed correctly.

In most circumstances, this individual is accustomed to thinking before speaking and will generally relay information in a factual and direct manner to peers and superiors. From time to time, their behavior may come across as challenging the status quo, and at times, they are comfortable following the rules.

Upon completing a task, they will exhibit a higher degree of sociability, yet when facing an impending challenge, they are more likely to exhibit a reserved and serious persona. Working under pressure is usually not a problem, yet they generally prefer a degree of predictability.

Anthony brings with him over four years of solid experience in technical support, primarily in the healthcare technology sector. His most recent role involved handling complex software-related issues, including installation, synchronization, and troubleshooting, specifically for a SaaS healthcare application. He demonstrates a methodical, customer-centric approach to resolving technical problems and ensuring clear communication with both technical and non-technical users.

Work Experience and Skills: 

• He has hands-on experience troubleshooting SaaS products, specifically for healthcare clients.
• He is familiar with tools such as Salesforce (CRM), ClickUp (ticketing), and has experience working with dental/medical practice management software like Eagle Software and Dentrix. 
• He has extensive experience in remote work environments, including outbound and inbound technical support roles.
• In his most recent role, he managed 20–30 calls daily, handling long-duration troubleshooting calls (up to 30 minutes) and coordinating with Level 3 support when needed.
• While his core background is in healthcare support, he has also worked in telco and other customer service roles, including supervisory/escalation tasks.
• He is able to start immediately. 

Predictive Index Behavioral Profile - Adapter

Strongest Behaviors

• Risk-taking and focus on future goals; more concerned with the future than the past. Adaptable, operates flexibly.
• Makes decisions and takes action with relatively little need for proof to confirm their decision. More interested in their own ideas than traditional ones.
• Flexible approach to “the book” willing to bend the rules to achieve individual goals. An original thinker who isn’t easily discouraged by setbacks.
• Task-focused; often notices and is driven to fix technical problems, cutting through any personal/emotional issues. In areas of interest, has aptitude to spot trends in data or figure out how complex systems work.
• Relatively independent in thinking and action; often comfortable taking action without input from others. An analytical and private person.
• Assertive drive to accomplish personal goals by working around or through roadblocks. Communicates directly and to the point.

Behavioral Summary

Anthony is likely equipped with a diverse behavioral range that provides adaptation from one situation to the next. They may desire to take the lead on a project but are also comfortable accommodating the desires of others and allowing others to assume control – provided the task gets executed correctly.

In most circumstances, this individual is accustomed to thinking before speaking and will generally relay information in a factual and direct manner to peers and superiors. From time to time, their behavior may come across as challenging the status quo, and at times, they are comfortable following the rules.

Upon completing a task, they will exhibit a higher degree of sociability, yet when facing an impending challenge, they are more likely to exhibit a reserved and serious persona. Working under pressure is usually not a problem, yet they generally prefer a degree of predictability.

Christylyn is an experienced virtual assistant with a strong background in customer service, sales, and administrative tasks. Her experience spans various industries, including e-commerce (Shopify), medical billing, healthcare services, and insurance sales. She has demonstrated adaptability in handling different roles, particularly in outbound sales and customer interactions.

Work Experience & Skills:

Customer Service & Sales:

• Four years of experience in outbound sales, particularly in the insurance sector, handling high call volumes (500–700 dials/day) and appointment setting.
• Experience handling difficult customers, overcoming objections, and utilizing rebuttals effectively to close sales.
• Proficient in converting inquiries into bookings through relationship-building and trust-based sales techniques.

Administrative & Virtual Assistance:

• Managed Shopify stores, including product photo editing, video content creation, and customer engagement via comments.
• Experienced in medical billing, processing patient claims, and coordinating with healthcare providers.
• Familiar with CRM tools, tracker sheets, and calendar management for tracking customer interactions and follow-ups.

Technical Proficiency:

• Knowledge of Shopify for e-commerce management.
• Experience using call-tracking systems and CRM tools for lead generation and customer follow-ups.
• Comfortable working with monitoring tools for time tracking, such as Time Doctor.

Predictive Index Behavioral Profile - Specialist

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.
• 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.

Behavioral Summary

Christylyn 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 Christylyn, who takes responsibilities very seriously.

Nicolle is a dedicated Customer Service and Retention Specialist with over 9 years of experience in customer support roles within the telecommunications and business process outsourcing (BPO) industries. Her background highlights a strong ability to handle high-pressure situations, resolve complex customer concerns, and enhance customer satisfaction and loyalty.

• She has consistently demonstrated her expertise in customer retention and relationship management, particularly in her current role as an Outbound Loyalty Representative.
• She has shown a talent for negotiating customer agreements, addressing concerns, and leveraging sales techniques to maintain memberships.
• Her prior experience as a Subject Matter Expert and Escalation Desk Support reinforced her leadership skills, where she guided new agents and handled complex escalations, ensuring high customer satisfaction.
• Her background as a Customer Service Representative across multiple companies further strengthens her foundation in delivering exceptional phone-based support, conflict resolution, and upselling services.
• She has also diversified her skill set through virtual assistant roles, managing social media accounts, handling administrative tasks, and providing email support, showcasing adaptability and a multi-channel customer service capability.
• She is able to start immediately.

Predictive Index Behavioral Profile - Specialist

Strongest Behaviors

• 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.
• 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.

Behavioral Summary

Nicolle Anne 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 Nicolle Anne, who takes responsibilities very seriously.

Reylina brings over 12 years of professional experience in administrative support and inventory management, primarily within the trading industry. Throughout her tenure, she has advanced through progressively responsible roles—from Inventory Auditor to Consignment Admin/Supervisor, and eventually serving as Consignment/Operations Manager. In these roles, she gained extensive hands-on experience managing inventory audits, validating large volumes of data, resolving discrepancies, and preparing detailed reports for internal review.

Her most recent responsibilities included overseeing administrative workflows and ensuring the accuracy of data across multiple branches. She worked extensively with enterprise systems such as SAP and QuickBooks, where she managed the end-to-end process of downloading data from internal CRMs, validating it, and uploading it into SAP with precision and attention to detail. Beyond her technical duties, Reylina also supported customer service operations by responding promptly to client emails and phone inquiries, managing invoicing, and coordinating with internal teams to ensure timely resolution of requests.

Reylina’s educational foundation is equally commendable—she holds an Associate Degree in Health Science Education and was a consistent academic achiever, earning awards such as Dean’s Lister and a scholarship recipient. Her well-rounded experience and commitment to professional growth make her a strong fit for roles requiring accuracy, reliability, and administrative efficiency.

 

1. Career Highlights / Relevant Projects

• Oversaw day-to-day operations and directed the activities of inventory auditors across multiple consignment branches.Played a key role in improving audit accuracy and efficiency by developing and implementing departmental policies and standards.
• Experienced in high-volume data transactions—processing 100 to 150 uploads weekly—indicating a high level of task management and accuracy under pressure.
• Demonstrated strong time management skills, juggling multiple responsibilities simultaneously including QuickBooks entries, customer service, and data uploads.

 

2. Skill Proficiency + Tech / Software Proficiency

• Skill Proficiency: Proficient in data entry and management, audit reporting, and CRM navigation. Excellent written and verbal communication skills; responsive and professional in handling customer inquiries and internal correspondence.
• Tech / Software Proficiency: Strong command of Microsoft Office tools (20+ years experience), Google Workspace (Docs, Sheets), and familiarity with project management platforms such as Trello and Monday.com. Experienced with industry tools including SAP and QuickBooks; while not yet using NetSuite professionally, she has proactively studied it to expand her toolset.

 

She can start Immediately

Predictive Index Behavioral Profile: Scholar

 

Strongest behavior:

• Strongly formal and reflective; a cool, sometimes withdrawn person who’s often deep in thought. Very skeptical of new people, requires substantial “proof” to build trust in someone.
• Extreme precision, sometimes perfectionistic; strong follow-through to ensure tasks are completed exactly in accordance with quality standards.
• Nearly exclusive focus on technical, rather than social issues. Very disciplined, specific thinking about what needs to be done, how to do it perfectly, and how to avoid pitfalls. Makes and checks an execution plan that is followed literally.

 

Behavioral Summary:

• Reylina 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 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 ensure

Reylina is an experienced operations and customer support professional whose career trajectory reflects her commitment to operational excellence, client relations, and team leadership within the construction materials and retail industries. 

• Over 12 years of relevant work experience primarily in construction materials and retail industries.
• Key areas of expertise includes
• Operations management and branch support
• Inventory and logistics coordination
• Customer service handling and telemarketing
• Team supervision and auditing management

Industries served: Construction supply chain, retail distribution (tiles, sanitary items, air conditioning units).

Worked remotely for one year, managing operational tasks of two branches. Tasks include  logistics, sales, and cashier teams while remotely overseeing the consignment department with seven auditors.

Successfully maintained branch performance  handling critical operations support, customer escalation, supplier management, and telemarketing outreach.

Helped maintain inventory accuracy through daily monitoring and weekly audits, ensuring seamless coordination between QuickBooks, SAP, and their internal CRM system (SEEDS).

She can start immediately

Amenable to flexible schedules

Tools and Software Proficiency:

• QuickBooks (12 years) – inventory and accounting operations
• SAP (12 years) – inventory auditing and counterchecking
• SEEDS CRM (12 years) – daily reconciliation and product encoding
• Microsoft Excel (10+ years) – reporting, data analysis, executive reporting
• Trello (6 months) – project task management
• Monday.com (6 months) – task tracking
• Canva – basic design tasks for operational reports
• Google Sheets and Microsoft Office Suite – document and inventory tracking

PI Behavioral Profile: Scholar

Strongest Behaviors:

• Extreme precision, sometimes perfectionistic; strong follow-through to ensure tasks are completed exactly in accordance with quality standards.
• Very disciplined, specific thinking about what needs to be done, how to do it perfectly, and how to avoid pitfalls. Makes and checks an execution plan that is followed literally.
• Has aptitude to spot trends in data or figure out how complex systems work.
• Independent, analytical, critical, and creative thinking and action

Behavioral Summary:

Reylina is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough and very focused on their responsibilities. She 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 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 ensure high-quality results.

• Mark Sherwin has extensive experience in customer support, collections, administrative operations, and technical troubleshooting within industries such as telecommunications, financial services, healthcare, and hospitality.
• His background includes roles in customer service, back-office support, and technical repair, demonstrating a strong foundation in handling client inquiries, process management, and system operations.
• Additionally, he has leadership experience as an Assistant Manager, where he was responsible for team supervision, performance evaluation, and hiring processes.
• Successfully handled customer inquiries, booking management, and CRM operations in a high-volume support environment, ensuring client satisfaction and operational efficiency.
• Managed collections and financial account support, handling back-office processes and ensuring compliance with company protocols.
• Led team performance management and resource allocation, conducting performance evaluations, hiring, and training initiatives.
• Provided technical troubleshooting and repair services as a business owner, demonstrating hands-on expertise in diagnosing and fixing hardware and software issues.
• Skill Proficiency:
  • Customer Support & Relationship Management
  •  Technical Troubleshooting & Repair
  • Collections & Financial Process Handling
  • Team Supervision & Performance Management
  • Administrative & Compliance Operations
• Tech/Software Proficiency:
  • CRM & Booking Management Systems
  • API Feeds & Process Automation Tools
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Back-Office & Collections Systems
• Can start immediately.

Predictive Index Behavioral Profile - Promoter

Strongest Behaviors

• Socially informal, extroverted, and outgoing; gets familiar quickly. Communicates in an uninhibited, lively, and adaptable manner, drawing others into the conversation.
• Interested in people, building relationships, and teamwork rather than technical matters. Affable, optimistic, and easily trusting.
• Focused on goals and the people needed to get there, not details or plans; frequently delegates details.

Behavioral Summary

Mark 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 their behavior; understands people well and is capable of using that understanding to gain the friendship and cooperation of others. It is important to this individual to be liked and accepted, and they express themself 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.

Mark has a total of 8 years of experience as a CSR across different industries:  Pet-Friendly Hotel Services, Telecommunications (Australian Telco - Optus) Healthcare to name a few.  Mark demonstrates resilience and adaptability 
through personal challenges while maintaining a professional career trajectory. A well-rounded candidate with a balance of professional and personal motivations, capable of contributing to a dynamic work environment.

His rich experience in customer service, logistics, and healthcare roles positions him as a versatile candidate.
His motivation stems from his family, ensuring a solid commitment to career growth and job performance.

Mark is adept in the following: Booking management, lead conversion, customer inquiries, inbound/outbound calls, back-office
processing

CRM used:  Jarvis, KCI, K9 
Google Entreprise Proficient.
lead generation - 100 calls per day, phone and email 
Inbound/outbound calls

Predictive Index: Promoter

Strongest Behavior : 

• Socially informal, extroverted, and outgoing; gets familiar quickly. Communicates in an uninhibited, lively, and adaptable manner, drawing others into the conversation.
• Interested in people, building relationships, and teamwork rather than technical matters.
• Affable, optimistic, and easily trusting.
• Focused on goals and the people needed to get there, not details or plans; frequently delegates details.
• 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 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.
• Accommodating; most comfortable working with others, often puts team/company goals before personal goals.
• Promotes teamwork by actively sharing authority

The complete extravert; informal and uninhibited in their behavior; understands people well and is capable of using that understanding to gain the friendship and cooperation of others. It is important to this individual to be liked and accepted, and they express themself 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.
 

• End-to-End Conveyancing Experience

  • Two years of direct experience managing residential and commercial property transactions

  • Strong knowledge of Queensland conveyancing processes; some exposure to Victoria and New South Wales contracts

  • Experienced in file openings, contract handling, and full transaction lifecycle support

• PEXA Proficiency

  • Skilled in creating and managing PEXA workspaces, including inviting participants, lodging documents, and preparing for settlement

  • Familiar with uploading settlement figures and completing transactions electronically

  • Able to work independently in PEXA with minimal oversight for most tasks

• Off-the-Plan (OTP) Transaction Exposure

  • Hands-on experience supporting OTP transactions from pre-registration to settlement

  • Understands the importance of compliance with strict timelines and coordination with all parties involved

  • Can handle the nuances and longer contract formats associated with OTP matters

• Legal Systems Knowledge

  • Proficient in Actionstep and LEAP for legal matter management and documentation

  • Adaptable to different CRMs and conveyancing software based on prior roles in legal support settings

• Administrative and Client Support Skills

  • Manages solicitor inboxes, schedules, and communications with banks, agents, and clients

  • Demonstrates strong organizational skills and attention to detail

  • Effective communicator with a proactive, client-centered approach

• Additional Professional Experience

  • Former Learning Operations Analyst with experience in training facilitation and documentation within a corporate insurance environment

  • Background in customer service roles, contributing to excellent interpersonal and resolution skills

Kamille is a dedicated and detail-oriented Conveyancing Paralegal with two years of comprehensive experience managing residential and commercial property transactions. She excels in ensuring compliance with state-specific regulations, processing settlements, and maintaining seamless case management. Her commitment to delivering high-quality support in fast-paced legal environments sets her apart. With a Bachelor’s degree in Accountancy, Kamille combines her analytical and organizational skills to complement her legal expertise effectively.

• Years of Experience: 2 years as a Conveyancing Paralegal, with additional roles in training operations and customer service, giving her a well-rounded skill set.
• Relevant Work Areas:
  • Managed property settlements in Queensland and Victoria, ensuring legal compliance and precision.
  • Processed property settlements using PEXA, handling tasks such as document lodging, fund verification, and coordinating with all parties to ensure timely settlements.
  • Created and updated legal matters in Actionstep, contributing to thorough and organized case management.
• Industries Served: Conveyancing, Insurance, and Shared Services sectors.
• Certifications and Trainings:
  • Proficient in PEXA for electronic property settlements, handling end-to-end processes.
  • Experienced in developing and implementing training materials in a shared services setting, enhancing team capabilities.

Career Highlights / Relevant Projects

• In her role as a Settlement Agent, Kamille has managed numerous property transactions using PEXA for both residential and commercial properties, particularly in Queensland and Victoria. Her responsibilities include workspace setup, document lodgment, fund verification, and coordination with financial institutions and conveyancers. This experience highlights her adaptability and attention to detail in navigating complex transactions.
• Kamille’s training role at AIG, where she designed process-related training materials, demonstrates her ability to transfer knowledge effectively and support team growth. These achievements reflect her strategic thinking and her capability to handle both legal and operational challenges.

Skill Proficiency + Tech / Software Proficiency

• Key Skills:
  • File Management
  • Attention to Detail
  • Communication and Organization
  • Planning and Strategy
• Tech and Software Proficiency:
  • Proficient in PEXA for electronic conveyancing, handling tasks such as inviting participants, managing lodgment, and ensuring compliance with financial adjustments.
  • Experienced in Actionstep for legal case management, creating and maintaining detailed records.

Detailed PEXA Experience

1. PEXA Transactions: Kamille has processed a variety of property settlements, ensuring compliance with state-specific regulations. Her role includes preparing workspaces, verifying funds, and coordinating with all stakeholders to facilitate smooth settlements.
2. Workspace Management: She regularly creates PEXA workspaces, invites participants, and closely monitors lodgment and settlement schedules to avoid delays. Her proactive approach ensures timely and accurate transactions.
3. Issue Resolution: Kamille has experience addressing common issues such as document requisitions and settlement delays by working with relevant parties to resolve them efficiently, ensuring transactions proceed without further complications.
4. Financial Accuracy: She handles financial adjustments and fund disbursement in the PEXA workspace, verifying all figures for accuracy and compliance with regulatory standards.
5. End-to-End Conveyancing: Kamille manages conveyancing processes from initiation to completion, overseeing electronic lodgments, document preparation, and ensuring all deadlines are met.

Prepare adjustments ✓
Figure out penalty interest ✓
Complete all items and settle a matter on PEXA unsupervised ✓
Order searches for a matter ✓

Adapter - The Predictive Index
 

Jan demonstrated strong communication skills and extensive experience in customer service, particularly within the IT services and Australian utility sectors. His background in hybrid customer-facing and technical roles positions him as a solid fit for the Technical Support Representative role. He comes across as articulate, confident, and highly adaptable, with a genuine commitment to customer satisfaction and service quality.

Work Experience & Technical Skills:

• He brings over 12 years of experience in the customer service industry, with approximately six to seven years specifically servicing Australian clients.
• His most recent roles were with companies in the managed IT services space, where he supported clients with basic troubleshooting, Office 365 management, device onboarding, and help desk operations.
• Though not a fully dedicated technical support agent, he consistently handled frontline troubleshooting, ticket triaging, and quality monitoring—demonstrating an ability to bridge both customer and technical needs effectively.
• He is particularly adept at managing end-to-end client concerns, from handling tickets and calls to investigating negative feedback and preparing management-level reports.
• His ability to grasp technical concepts and communicate them clearly to non-technical users is evident and well aligned with the expectations for the TSR role.
• He is able to start immediately. 

Predictive Index Behavioral 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.
• Private, serious, introspective, and reserved. Takes time to connect to and trust new people.
• 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.

Behavioral Summary

Jan-Mer 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 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 ensure high-quality results.

• Miguel Paolo is a seasoned customer service specialist with nearly eight years of experience, complemented by a solid foundation in sales support.
• His approach combines proactive client engagement, high attention to detail, and a strong commitment to customer satisfaction.
• Having worked across various industries—including telecommunications, e-commerce, and specialized service sectors—Miguel is adept at managing complex client interactions and assisting in sales-related functions, making him a valuable asset for customer-facing roles with a sales focus.
• He played a dual role in customer support and sales generation by assisting clients with billing issues and promoting relevant service offerings.
• He assisted buyers and sellers with transaction support, fee disputes, and billing issues, promoting additional services and features on eBay.
• He also worked as an Estimator, supported the company’s service offerings by preparing quotations for renovation projects and advising clients on tailored accessibility modifications.
• His guidance on account management helped retain high-value sellers, positively impacting the company’s revenue.
• Experienced in using CRM systems like Gorgias and Trade CRM (Aroflo), which enabled him to track customer interactions, manage follow-ups, and support sales initiatives.
• Proficient in Shopify and familiar with e-commerce tools to streamline client support in product purchasing and returns.

Predictive Index Behavioral Profile - Operator 

Strongest Behaviors

• Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
• 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.

Behavioral Summary
Helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, they will work within those standards to ensure repeated successes and high-quality results. Miguel Paolo has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If they are responsible for establishing the process, they will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, they’ll expect that the process be followed consistently.