VA Profile -- Michelle Ventanilla
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Michelle's background, while also demonstrating her writing skills..
“My recent work experience was as a Senior Customer Service Representative in Capital One, Which is one of the top 10 largest banks in the US. I worked in Capital One for almost 3 yrs. Some of my duties and responsibilities are assisting customers with general inquiries like explaining different types of credit cards, finding and offering solutions to their credit card problems, going the extra mile in resolving the customer concerns. My other duties are processing payments over the phone, waiving late fees if the reason is valid and if the account is eligible, reporting lost and stolen card as well as processing replacement card, editing account information like address and phone numbers and helping customers to set up or create their Capital One online account, and also doing basic troubleshooting of devices, resetting passwords and navigating the app and the website. My schedule before was a graveyard and every day we are receiving between 50-80 calls depending on the call volume.
I should say that this company is one of the best and I really enjoyed working there though it was quite hard because the metrics and standards are really high but achievable. The pressure is really worth it because that experience made me a better person, not just a customer service representative because of continuous coachings and support, discipline with love of my team leader, monitoring of our performances, and encouraging us not just to do our job but have a mindset to always help and put ourselves in customer’s shoes and trying our best to make every call a “Wow Call” a call that will be memorable in a good way.
I also worked at Genpact LLC as a Customer Service Representative for 2 years and 5 months, In Genpact I’ve experienced and learned a lot of things too. When I was starting, I was in the collection department and after a few months I got transferred to a different LOB (Line of Business) which was Greendot, It is also under Genpact. In this LOB it is more on activating a prepaid card and upselling to a better-prepaid card and assisting the customers to reload deposit money using a Moneypak. We are receiving approximately 90 to 100 calls every day since the volume of calls is more on activation.
After a year and a half, I became a dispute and fraud supervisor in the same company where we are assisting customers to file and process disputed and fraudulent transactions using their prepaid cards, We are doing merchant call as well to verify some transactions with them and of course, resolving the concern within the given time frame of the company and also we are processing lost and stolen cards. I learned to multitask in Genpact because they are measuring the AHT (Average Handling Time), so I needed to be fast at the same time efficient and should actively listening to the customer and emphasizing to them especially in dispute and fraud calls while navigating the systems and notating customers accounts. It was a great and strong training ground for me and one of the reasons why it is a bit easy for me to cope up when I was working in Capital One.''
