• VA Profile -- Glazelyn Benoman


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


    "Working as a customer service representative helped me a lot in developing my skills professionally and personally. I’ve been with the BPO industry for almost 4 years now. It taught me a lot of things. I enjoyed dealing with different types of customers and people. It gives me a great sense of accomplishment knowing I did my best to help them.
    I started as a technical support representative slash super-agent wherein I helped customers with their billing inquiries, account maintenance, customer service, upsell additional services, and also with troubleshooting their internet, home phone, cable TV and home security. It’s really challenging at first but I consider that as my training ground to start up. I had a great time doing this job because I’ve been given the opportunity to meet a lot of people who are willing to share their knowledge and best practices with me.
    Moving on, I started with another BPO company that focuses on retaining customers who are about to cancel their subscription. I am an account specialist wherein I provide help with customer’s account maintenance, billing concerns, subscription inquiries and help them keep business with us by providing them great options such as deals and promotions. I am awarded as a Top agent for the month of December 2017. After a few months of outstanding performance in call handling, I was endorsed to become a Subject Matter Expert wherein I helped agents understand things about our tools, processes, product knowledge, billing explanation, and providing exemplary customer experience with integrity of course. I do real-time support, I do call-intervention and I also take in sup calls. I really enjoyed working as an SME because that gives me an opportunity to share my best practices that help our agents and team deliver performance. I also helped the training team in mentoring and upskilling newly hired agents before endorsing them to operations. Every month, I handle a different set of individuals and that gives me great experience in terms of dealing with different types of people. I am awarded as a Top Mentor for 3 consecutive months. After a few months, I became a Team Lead Trainee Assist that focuses on team handling. Yes, I handled a team consisting of ten agents. I coach each of them at least 2-3 times a month. I monitor their performance by listening to their live calls. I do looping, I edit their timecards and I help them to get their incentive. I also attend meetings, awarding and calibrations. It's a life changing and overwhelming experience because I handled a team during a pandemic and everything was accomplished virtually.
    I love discovering new things, this opportunity to work remotely as a freelancer is perfect to help me improve my skills and expand my knowledge especially right now everything is done virtually. I have a fully equipped home office ready to execute administrative tasks. I always dedicate myself to do the best in everything I do and I always go beyond what is expected of me. I always go for the gold and I am really excited to be part and to be a great contributor to your team in BrightDrop Virtual Assistants. "