VA Profile -- Vian Mark Simangan
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“Hi, my name is Vian Mark Simangan, I am 26 years old. I graduated Bachelor of Science in Information Technology. I have over 6 years of experience working in the BPO industry under one company.
I began my career as a Customer service representative/ Technical Support for a Satellite tv service in the US where I honed my skills in assisting basic customer concerns like setting up payments, explaining bills, applying for credits if necessary, and making programming changes.
Then on the technical support side, I provide t roub leshoot ing over the phone, providing step- by -step instructions to resolve the customer’s issue and if all steps have been done and the issue is still not resolved, we will send a replacement, transfer it to the advanced tech department, or set up a technician visit. I also spent time working as an Advanced Technical Support for the same account, we handle basic to advance troubleshooting. More complex issues are transferred to us to continue troubleshooting.
On my 6th month with the company, I was transferred to the loyalty department where I improved my customer service skills, communicating with clients over the phone to provide solutions, building strong customer service relationship through positive experience, and negotiating with customers to retain their business. We also have a tracker that we update that includes the type of solution we give to retain them, track the number of credits we give, and list of customers that decided to close their account completely.
I also spent a short period of time working as a data officer where we handled incoming tickets
for data verification and as an inside sales associate for a virtual assistant agency."
