• VA Profile -- Mc Haven Cortezano



    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..


    "I worked in the BPO industry for almost 5 years. I started with Convergys in Manila as an email and chat support in 2016. After a year, I decided to head back home in our province after hearing about Sutherland and I eventually applied. I started there as a Customer Support Associate in March 2018. I handled inbound and outbound calls from customers who had concerns about their internet service. I was responsible for billing and technical concerns. I processed payments and explained the bill as well. I also performed troubleshooting on the phone. If all the necessary resources had been exhausted, I sent technicians at our customers' respective homes to fix the stated issue. I also processed RMA for equipment return and repair.

    After 2 years of excellent performance, I was promoted to this elite team that we had. It was the Account Management or Retention Department. We delivered aggressive retention strategies and we professionally negotiated with our customers for them to renew their contracts and retain businesses."