VA Profile -- Kailla Dauplo
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Kailla's background, while also demonstrating her writing skills...
"I'd been part of the BPO Industry for almost two decades now. Most of which were from Sales. I've handled both US and AU accounts- both business to consumer and business to business account.
I had a solid experience as a Customer Service specialist way back 2006 as a phone banker. Since I was dealing with bank accounts, this job has taught me to have a quick mind all the time, respond accurately and ensure all service requests made by the customers were being monitored properly-otherwise it'll result in bad comments and worse will make them transfer their account to another bank.
I was then hired by another company for a sales role. However, being part of the company for a very long time, I wasn't limited to doing sales only. I've been part of Live Chat account, which handles not only sales inquiries but customer support as well. I'd been part of Winback/Customer Retention which by the name itself aims to win back our customers who cancelled their services already and/or customers escalated to us by either the sales team or customer service because, they were looking to cancel their account. We're also ensuring that they are happy and still willing to keep the service by making continued follow up.
When I became a part of their business to business account, the company asked us to handle all concerns of the customer whenever they call in (even if we are on a sales account). They enforced a one call resolution so we were taught to be an expert with the customer's journey. So whatever the customer's reason was for calling in, we must ensure that we respond to them ourselves- accurately and make sure they are satisfied with the service they are expecting from us. We have used Salesforce, G Suite and Microsoft App to get things done.
