• VA Profile -- Keane Palomaria



    Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Keane's background, while also demonstrating his writing skills..


    " Since 2016, I have been working as a customer service representative for 5 years. I started as a Customer Support for Walmart.com for six months. Our job is to make sure that our customers are satisfied with the phone experience and that their questions and problems have been resolved and answered. Unfortunately, we had to be transferred to another account which is DirecTV, and work as a CSR supporting clients that have issues with their service, equipment, billing questions, payment issues, retention, and other service inquiries. Our main responsibility is to make sure that customers will be satisfied with the phone experience and make sure that they will be handed over to the right team when necessary.

    I also served as an Advanced Technical Support for AT&T Mobility. Our job is to resolve the client's issues whether it is a device (Apple or Android), feature, or service issue. We help customers resolve their issues by performing troubleshooting and walking them through the steps necessary to fix their phone concerns. We also deal with billing issues and disputes. Furthermore, we also file escalation tickets for some issues that we are not able to resolve and follow up with the clients regarding the tickets created for them.

    My most recent job position was with T-Mobile as an Advanced Technical Support. Our job is to make sure that we resolve their issues as much as we can and not compromise their phone experience. We provide support to clients that have issues with their service, feature, or device. We help customers fix the issues by performing troubleshooting over the phone and walking them through the necessary steps to fix their problems. Not only that, but we also handle any questions that they might have about their bill, disputes, upgrades, warranty, and retention.

    For some issues that are not resolved, we file tickets and do a follow-up callback to the customers to avoid them from calling back regarding the same concern. What I enjoyed most while working for them was the agents got prizes for every positive review or feedback they received from the customers. I also enjoyed learning new things like performing troubleshooting, how to fix certain issues and how to remotely access their devices when needed.

    And most of all, the recognition or celebrations that the company does whenever we have achieved something great or exceeding target goals. Recognizing the teams or individuals that did great things is a great way of reminding them that they did an excellent job, boosting their confidence and making them feel that all their hard works and perseverance paid off and at the same time serve as an inspiration to others. "