• VA Profile -- Jarvin Heredia




    Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Jarvin's background, while also demonstrating his writing skills...


    "My most recent work experience is with American Express. I have taken on the role of a customer care professional and I worked on different lines of business. I worked on personal credit card accounts (Consumer), US Small Business Credit Cards, and I worked as a chat representative Credit and Collections Department. I can proudly say that this is where I have developed the traits of a high caliber customer care professional. The company takes pride in earning JD Power’s recognition as number 1 in customer satisfaction for ten years. This was made possible through the continuous and rigorous training that each employee has gone through. I am proud to say that I am one of the employees that contributed to the company’s success.

    If I can summarize what I’ve learned on what it takes to be an exceptional customer care professional, I can say that the person must be able to:

    1. Build a connection with the customer by active listening, empathy, and by acknowledging the immediate concern(s);

    2. Take ownership of each and every call and provide custom fit solution;

    3. Probe for other possible underlying concerns; and,

    4. Make recommendations that could further enhance the customer’s experience.

    I would like to mention some notable achievements that I had. I was given the Gold Award by American Express for my performance during Quarter Three of 2019 and Quarter One of 2020. Gold Award is given to recognize employees whose overall performance places them to the top 20% of the entire workforce and lines of business. Also, in 2019, the line of business where I was working in (US Small Business) gave me a recognition for showing a big increase in performance.

    Aside from that, I also worked as a customer service representative for Prudential Life Insurance. My job role includes processing payments for the life insurance policy, answer account specific inquiries, loan processing and monetary disbursements, and updating account information. In this role, I got the opportunity to understand better how life insurance works and the background of the people I got to interact with."