• VA Profile -- Vanessa Palmares



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


    " Hi, there! My name is Vanessa Kristina Palmares. I’m 30 years old and I’m from the Philippines. I have been working in the Business Process Outsourcing Industry (BPO) for over 7 years now -as a customer service, sales, billing, and technical support representative. I have been working from home since the start of the pandemic here in the country, sometime in March 2020.

    Over the years, I have joined different programs. First, I joined Straighttalk Wireless - a prepaid cell phone plan. We assist customers in adding minutes to their phones and troubleshooting common issues such as unable to make and receive calls or texts, unable to connect to the internet, porting their phone numbers, processing mobile phone replacements, and a lot more.

    Then after a year, I transferred to another BPO company and joined Time Warner Cable in February 2013. Time Warner Cable was an American cable television company and it was ranked the second-largest cable company in the United States by revenue. We promote services such as cable, internet, home phone, and home security to customers in New York City. We also explain features and benefits and assist with sales order entry. Part of our scope of support is to assist in troubleshooting basic to complex customer issues that are technical in nature including hardware, software, networking, or other designated client products then set up technician appointments if necessary. We also help retain customers who consider disconnecting their
    services.

    On May 18, 2016, Charter Communications acquired Time Warner Cable. Approximately 2 months after the acquisition, we were moved to another program - Comcast. Comcast is one of the United States' largest video, high-speed Internet, and phone providers to residential customers under the XFINITY brand. Our scope of support is very much similar to when we were still with Time Warner Cable. The only difference is that this time, we assist customers
    across North America.

    In August 2018, I was moved to Comcast Ecare. Everything remains the same in terms of job roles and responsibilities, except that we’re assisting customers via live chat. Unfortunately, Comcast Ecare ended in December 2020 and after that I joined Booking.com. Booking.com is a Dutch online travel agency for lodging reservations & other travel products. We assist both the guests and the property owners/staff all over the world with their reservation requests such as modifications, cancellations, special requests, relocations, complaints, and a lot more. I’m fully trained to support customers via phone, live chat, and email.

    My experiences have given me a deep understanding of how important customer service is. It has trained me to always demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner. I do my best in each and every contactand because of this, I was awarded as one of the top agents for customer satisfaction rating (CSAT) multiple times and I felt so honored. Thank you for your time and have an awesome day!"