VA Profile -- Mark Aris Montero
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Mark's background, while also demonstrating his writing skills...
"Hi, my name is Mark Aris Montero. I have a combined ten years of experience in the BPO industry.
I started my work experience as a Customer Service Representative at Teletech Lipa under Telstra. I handled inbound calls under the Credit Management Department to help Australian customers manage their account payables. We manage their account by setting up payment arrangements. After regularization I was promoted as a Quality Assurance Analyst to monitor the Error Management Processes and to provide feedback and coaching. I worked at Teletech for one year and eight months.
I started working again as a Customer Service Representative at Teleperfomance under Telstra. This time I handled inbound calls under the Customer Service Department. Here we assist customers on their bills and packages. After regularization I was again promoted as a Quality Assurance Analyst to listen and monitor calls as well as to provide feedback and coaching. I worked at Teleperformance for one year and seven months.
I transferred as a Quality Assurance Analyst at C3 (Customer Contact Channels) under T-Mobile. Here, we listen and monitor calls for the Customer Service Department. We also provide feedback and coaching as well as handle the team when the Team Leader is not available. I worked at C3 (Customer Contact Channels) for one year due to downsizing.
I moved as a Technical Support Representative at Stream Global Services under Hewlett Packard. I handled inbound Tech/Sales calls to help American customers troubleshoot their printers as well as to sell inks, toners and other HP products. I got promoted to Sr. Advisor 1, Technical Support Representative where I handle multiple skill calls for the HP Printers. I was also assigned to a part of the Remote Support Engineer team for HP. Here, we collaborated with other HP Support Engineers from India to do in-depth research on providing technical solutions for our printers. Our company Stream Global Services was acquired by Convergys and eventually by Concentrix. I worked at Concentrix for six years and seven months.
My work experience for the past years helped me develop a keen observation to detail. This helped me to be more decisive, competitive and confident. I believe that quality is better than quantity."
