VA Profile -- Andres Urias
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Andres' background, while also demonstrating his writing skills...
"The first call center I worked at was really helpful for me for the experience I acquired
due to the team of supervisor, quality agents and managers. In this campaign I learned on how to manage customers that were really frustrated due to either their electrical bill being too high or that there was a power outage and they had a couple of hours waiting for a technician to fix the issue. We also were required to offer a power surge protect on home appliances and various other coverages in case of any electrical failures or accidents.
The second customer service company I worked for was a different environment since we weren’t required to upsell or get the customer on a special insurance package, it was more of a friendlier and relaxed environment. The work I had to do on this campaign was mainly helping the customer with troubleshooting protocols whenever their blender stopped working properly if the problem persisted, we either transferred
them with a supervisor or got authorization to issue either a refund or a replacement unit. I also helped customers that had a credit on their unit with any inquiries on their bill or any extra charges that may have been issued.
The third company I worked for was a smaller company but did give a lot of attention to the agent’s morale and made sure they were always clear with the instructions that were given. Since with this company the campaign was about dealing with potential patients that wanted to enter either a rehabilitation center or mental health institute and most of the time the caller was in bad mental state or intoxicated, which that taught me on how to have patience and a lot of active listening to properly assist the caller. My supervisor always made sure I was following the call flow correctly and always gave me the proper information for me to always be doing my job correctly which was a really easy and efficient way of working for me.
The current company I am working for we deal with very different type of calls since we do only cold calls to home owners in Minnesota to see if they are interested in free roof inspections. In this campaign I learned on how to convince the customers and how to catch their attention with keywords and my tone of voice. I also had a position as a supervisor in this company for around 7-8 months until I decided on going back to being an agent to fully take advantage of the current commission structure the company was handling."
