VA Profile -- Madelle Ilagan
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Madelle's background, while also demonstrating her writing skills...
"I am Madelle Ilagan, a Bachelor Degree holder in Computer Engineering. At the age of 17, I was already exposed to handle great responsibilities as I was elected as the President of Sangguniang Kabataan of our municipality. Sangguniang Kabataan is a government youth organization where you are expected to participate in the legislative body of the local government as the representative of the youth sector. Being the President, I implement projects and activities focusing on youth welfare development. During my term which lasted for 5 years, I was awarded as one of the Most Outstanding Youth Leaders in our province. This all happened from 2002 until 2007 while I was studying and after I graduated in 2006.
I started my career right after graduation when I was hired as a Cadet Engineer for Samsung Electronics Philippines. I worked closely with the Product Specifications Team focusing on bill of materials. This is where I learned how to handle huge amounts of data in MS Excel and SAP systems since I deal more on product raw materials. After a year, I transferred to Hysonic Philippines which is also a manufacturing plant but this time I was given the opportunity to lead and handle a large group of factory workers as a Production Supervisor. My job was to oversee the whole operation of the production line starting from planning, manpower, process improvement, customer complaints, machine troubles and many others. Due to the large scope of responsibility, I was expected to create different kinds of reports to be submitted directly to our Korean bosses. These reports include different kinds of Engineering methodologies which were presented using Excel formulas and graphs with Powerpoint Presentations. I have stayed with the company for 3 years until I moved to the BPO industry.
The most relevant BPO career I had was with Alorica Philippines where I started as a call center agent. I was hired under a customer service account for a big retail business client base in the United States. I was one of the top agents so I immediately got the supervisory position after a year for the same account. I handled a group of 15 agents where I oversee their day to day responsibility as a customer service representative. As their Supervisor, I am responsible for keeping all KPI within targets and helping each agent improve on their phone skills. This is done through strategic coaching and KPI close monitoring. And for me to make sure that the KPI’s are met, I need to know data trends and relate it with the agents actual behavior during their calls. I am also responsible for handling escalations and customer complaints on a managerial level if there’s a need to. I served the company as a Supervisor for 4 years.
