VA Profile -- Xylene "Ella" Senara
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Ella's background, while also demonstrating her writing skills..
“ It's 2009 when I started my bpo journey, I was customer service for a telco account sending signals to their cable boxes. I stayed with the company for 6 yrs and ended up as an SME before resigning as I needed to relocate to Manila to be with my mom. I landed a job as a chat and email representative for a travel account and stayed with them for a year and 9 months. The best thing about having a telco background is that I don't need to wait in line calling customer service to get my internet fix because I already know how to troubleshoot my own modem when I encounter issues.
I landed a job in Makati Philippines as a chat and email representative for a travel account assisting clients with their hotel and airline reservation. The fun thing about my job here is I get to book reservations for Hollywood artists, talked to hotel directors and managers which is really cool! I stayed with them for a year and 9 months.
The most recent experience I have is working with an audio company as a level 2 customer support. We take orders on behalf of the customer if they're having issues doing it online. We provide shipping updates once the tracking number is posted and also educate them that the ETA of the package may change if the label is already scanned.
As a level 2 support, I assist customers with claims for items not received, process a refund, replacement and exchange depending on the resolution requested by the customer. We communicate with them through chat, email, and outbound calls. We always make sure to send them an update when a case is open so they would know that we are still happy to assist them even after-sales. "
