• VA Profile -- Joseph Abalayan


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


    "I started working in a call center company way back in 2009 and it was my very first experience working in the BPO industry. I started as a customer support specialist for a telco account, Telstra (TeleTech), which is based in Australia. We assist customers with their phones and Wi-Fi dongle. In this account, we supported all brands of mobile phones available at that time. Next, I went to a technical account, Time Warner Cable (Convergys), a US account, as technical support (hardware). In this account, we help customers with their internet connection via LAN connection. We also do basic troubleshooting for their equipment both modem and router. We did a bit of soft-selling back then, wherein, upgrading their internet plan to accommodate their usage and help fix their internet problems. Next to that, I did a CSR role with Expedia (Teleperformance) for a travel account. On this one, our tasks involve booking hotel and flight reservations as well as car rentals for the customers. We also help them with their itineraries and making sure they enjoy their travels. After that, I worked as a CSR for Accenture and this time it’s a UK account, Virgin Media UK. Same with Telstra, it’s a telco account. We assist the customer with their mobile plan and did basic troubleshooting when a customer faces issues regarding their mobile phone. During this time, with enough skills and experience, I transitioned as a workforce analyst. Our job is to make sure all service level agreements by the clients are being met every hour, every day. We plan staffing requirements, report issues and service outages on the production floor, and maintain reports.

    I started working remotely in 2017. I discovered working from home was way more fun and more convenient. My first job as a freelancer/virtual assistant is a collections analyst. This one is more about reports regarding payments from clients. We coordinate with project managers to resolve all collection issues. Next, I moved to be an order management specialist for a SaaS company, Cellebrite. It was all administrative tasks relating to orders. My recent job was a concierge specialist for an auto dealership. Our job is to help customers with their vehicle inquiries or preferences and match with the dealership's inventory and send them pricing. We also help them in setting up an appointment to see and test drive the vehicle.

    I've been in the customer service industry for years now. I can say that I have accumulated a vast amount of experience and knowledge when it comes to tools and processes. My work revolves around administrative tasks, collections, order & management, technical support, and the likes. All these are done via every available communication channel like phone (inbound and outbound, tickets, chat, and email)

    I have been exposed to certain tasks that helped improve my skills as an individual and as a contributor. I am a goal-oriented person, reliable, a team player, optimistic, and very positive towards work. My motivations include learning new things and the challenge of meeting key objectives."