VA Profile -- Roberto Ballano
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Robert's background, while also demonstrating his writing skills...
"I started my BPO career way back in November of 2015 as a Customer Service Representative who handles billing and sales promoting company’s products and services. My duty includes handling inbound calls focusing on billing inquiries, how they can manage their account online, assisting to maintain their accounts and basic troubleshooting for products including, but not limited to cable, internet and phone service. Processing payments and using various selling techniques to suggest additional purchases and upsell customers. I was then promoted as a subject matter expert after a year. In which I learn how to think outside of the box to resolve customers' concerns in a timely manner. Be more compassionate not just with an upset customer but also to those who were new in the industry. I acquire multi-tasking skill along the way which helps me overcome those reports and deadlines in a timely manner.
I decided to get out of my comfort zone after having a solid foundation for the past 2 years working as a customer service representative. I set up after being part of the retention department for 6 months and applied as a Coach in my new working environment as a Retention specialist. Duty includes saving customers from cancelling/disconnecting their service by showcasing awesome benefits and discounts for valued and loyal customers. Handling complex customer complaints and escalations. Being a Coach helps me build my intrapersonal skills, speaking in public and the general crowd.
Now I recently work as a remote logistic specialist focusing on appointment setting which includes scheduling pick up and delivery for customers based on their availability. Task also includes taking inbound and outbound calls from customer and co-workers, responding to emails and chat based on customers inquiry. My last post mainly focuses on making claims determination based on available documents from both pick-up and delivery point. Taking escalation calls and attending weekly and bi-weekly meetings with the clients. To wrap things up, from all of this experience I learn and acquire a lot of knowledge, skills and values that I will be able to apply in my next post. "
