Customer Experience Specialist, Appointment SetterCustomer Experience Specialist, Appointment Setter
Nikki
ID Verified$700
per month
($4/hour)
Profile Description
I have spent 6+ years in BPO and operations, working your way up from a Cold Caller/Appointment Setter (2018-2019) to Team Lead at Remote Resource BPO (2019-2025), where you built and rolled out operational policies, managed staff, tracked performance metrics, and led coaching efforts. I have voice customer service roots from Sitel Philippines, and now I am back in a blended (voice/chat/email) Customer Service Representative role at Probe CX, handling order management, returns/refunds under Aust...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Sales & Business Development
Virtual Assistance & Admin
Work Experience
Customer Experience Specialist
Probe CX
Oct 2025 - Present
Key Achievements:
Order Management: Process orders, track shipments, update order details, and handle cancellations or modifications. Returns & Refunds: Manage return requests, exchanges, and refunds line with Australian consumer laws (like the Australian Consumer Law or ACL). Product Knowledge: Maintain a strong understanding of the retailer’s products, promotions, and policies to provide accurate information. Complaint Resolution: Handle customer complaints professionally, DE-escalate situations, and provide appropriate solutions. Account Assistance: Help customers with account-related concerns such as login issues, updating details, or loyalty programs.
Team Lead
Remote Resource BPO
Oct 2019 - Aug 2025
Key Achievements:
• Developed and implemented operational policies and procedures, improving overall team efficiency. • Oversaw day-to-day operations and managed department staff, ensuring compliance with company standards. • Monitored performance metrics, providing coaching and feedback to enhance employee productivity. • Drove conflict resolution strategiesthat improved teamwork and reduced escalation cases.
Appointment Setter
Remote Resource BPO
Feb 2018 - Sep 2019
Key Achievements:
Responsible for generating leads through outbound calls, qualifying prospects, handling objections, and supporting the sales pipeline. Coordinates and confirms appointments with qualified prospects while supporting the sales team in maximizing conversion potentia