VA Profile -- Nickson "Nico" Rosales
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Nico's background, while also demonstrating his writing skills...
"I started working in 2002 as a Customer Service Representative. I was a fresh graduate and Call Centers were just starting here in the Philippines. We provided directory assistance, driving directions, stock market information, and weather. Then after a year, I got promoted as a Lead CSR. I handled escalated calls while managing a team of representatives. I learned a lot being a supervisor because it enhanced all the necessary skills: Time Management, Organization skills, and Program skills like Excel, Powerpoint, Outlook, etc.
In March 2004, I transferred to another BPO company and was promoted as an Operations Supervisor. Here I learned the business aspects of the BPO industry. I was no longer managing a team of representatives but the whole center. I was tracking call volume, KPIs and KPMs, absenteeism, and billing, then I prepared reports for both the Executives and Clients.
While working as an Operations Supervisor, I ventured into the construction world as a personal business investment since I graduated with a degree in Architecture. A colleague partnered with me to start a Design Firm. We handled local projects and eventually got referred by one of our suppliers to a company in Riyadh, Saudi Arabia. In March 2011, this company, reached out to us to help them set up a design and build contracting company in Riyadh. They wanted to hire me as a Design and Marketing Associate which I took because I thought it was a big opportunity, not only financially, but learning as well. I was in-charged of marketing and advertising activities, I created their company profile, Facebook account, and necessary documents for project bids, and I was the liaison for the clients to determine their project needs.
When my contract ended in 2018, I went back to the Philippines. A colleague encouraged me to try the BPO industry again. I hesitated at first because there may be a lot of changes through the years. But during the training, I was having so much fun while learning new things. The same experience I had years ago. Only this time, I had a plan: start as a representative then get promoted so I can apply all the skills I learned. And yes, the plan was going smoothly when I was hired as a Health Advocate. I was enjoying the job: explaining the health benefits to patients, giving them advice regarding their appeals and claims, and offering them the appropriate health plan specific to their needs. Then I was considered to be part of on-the -job training as a Communications Trainer. I conducted individual and classroom training and monitored the employees’ performance and response to the training I conducted."
