VA Profile -- Charles Ambat
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Charles' background, while also demonstrating his writing skills...
"My career started back in 2007 as a Technical Support Representative for a major Internet Provider in the US. Working on the same program between 2007 until 2014, I had the chance to handle calls for several departments and even pioneered an escalation group for a certain product which was launched during that time. BPO workers consider the difficulty level for that particular program to be in the “Expert” or “Hard” level. Besides the fact that the client was very demanding when it comes to performance, calls were also difficult to handle due to the nature of the business.
I take pride in being able to last and even perform in that program as it was considered difficult by most BPO workers. Although I also grateful that the first program I got into was able to set the bar high enough that when I transferred to other programs, I felt like they are no longer as difficult as my previous one. The demand to be a Technical Support and Customer Service representative at the same time has given me the chance to acquire the ability to have great Technical Knowledge and at the same time having enough soft skills to handle any customer with any emotion.
I decided to move to another company back in 2014 where I also became a Technical Support Representative for a major Software company. I continued to take Level 1 Calls from 2014 up until 2015 then I got promoted as a Tier 2 Specialist where we handled difficult Technical issues that can’t be resolved by the Level 1 agents. The technical and customer handling skills I already had at the time have improved even more when I got used to taking in Tier 2 Escalation calls. I spent the years mastering the skills needed on being a Tier 2 Representative until 2016 when I got promoted as a Subject Matter Expert.
Being a Subject Matter Expert has then given me the chance to view the Customer Service and Technical Support Role from a different perspective. Instead of taking regular Tier 1 or Tier 2 calls, this time I was already handling calls that can’t be resolved even by the Tier 2 Specialists or speak to customers looking for Supervisors. This time, having technical skills was no longer enough so I had to build the skill of pacifying customers who are difficult to handle. The past 13 years I spent taking in calls wasn’t an easy one but I can say that all the skills I have now won’t be present without going thru all those difficulties. I could say that now, I am confident in handling any customer contact for any issue and from any medium such as Phone, Chat or Email."
