VA Profile -- Joshiel Mae Sanchez
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Joshiel's background, while also demonstrating her writing skills..
"My name is Joshiel Mae Sanchez, 28 years of age. I am from Negros Occidental Philippines. I started working way back in 2013 in Qualfon, Inc. as a Customer Service Representative. Qualfon, Inc. is a global provider of call center, back office, and business process outsourcing (BPO) services. I was assigned to handle incoming calls from customers who have issues or inquiries about their accounts. My role was to resolve product or service problems by accurately understanding the customers' issues. I also processed customer orders, dealt with technical issues like troubleshooting the customer's network phone provider using available tools such as Verizon and AT&T. Having been able to work with this company taught me how to be more understanding and patient. I have learned a lot during my stay. I learned and developed my skills on how to provide exceptional customer service experience. I improved my communication skills by communicating with the customers and my colleagues. I also learned to multitask and manage my time.
In June of 2016, I started working for another BPO company as a Customer Service Representative. I was assigned to Citizens Disability account - a Social Security Disability Advocacy group that gives voice to millions of Americans who are disabled and unable to work by helping them receive their Social Security Disability benefits. My role was to take incoming calls to help our clients and update their accounts. I was also tasked to do outbound calls to the Social Security Administration (SSA), Disability Determination Services (DDS), Office of Disability Adjudication & Review (ODAR) offices to check the status of our client's claims.
In December of 2017, with the same company, I was transferred to another campaign named Earnin. It is a financial services company that provides earned wage access services. My role was to assist the customers via chat or email. I was tasked to update their account, like setting up their payroll schedule, rescheduling their debits, and reactivating their account if they were able to pay the cash out they had made before their pay and for them to cash out again. While working as a Chat and Email support, I was recognized and was given the chance to be promoted as a Team Leader four months after joining the account. I handled 10-15 frontline advocates to help them improve their productivity and other metrics. I did coaching and created strategies to help improve the team and account's performance.
In September of 2019, I got promoted to a higher level as a Senior Lead. I handled 5-10 team leaders. I was tasked to monitor the account’s scorecard KPIs, and look for possible ways to improve everyone’s productivity. I also identified account goals, evaluated the progress, and delegated tasks. Data extracting and reporting, handling administrative tasks, keeping records of updates, setting and organizing calendar invites, data mining and data reporting, and giving feedback for tools improvement were also part of my tasks. I have learned a lot, especially in leadership. "
