• VA Profile -- Juan Espinoza



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



    "Hello, my name Is Juan De Dios Ivan Espinoza. I have four years of experience as a customer service representative.

    I started as a customer service representative at Teleperformance for Toyota Financial Services. I handled both English & Spanish inbound/ outbound calls. I helped customers make their past due to payments for the Auto loan by assisting customers in coming up with a resolution to bring their accounts current. I loved being able to find a solution. In Agua Prieta, Sonora, I worked For BrightDrop. My job duties included scheduling appointments for customers vehicles needing work and service done.

    I started working at LHR Solutions for Spectrum VoIP. I helped customers schedule web meetings for a telephone company. I am currently working with this campaign, looking to seek a better opportunity for my family.

    My Qualifications as a Call center representative include strong communication & verbal skills. I am bilingual, fluent in both Spanish and English languages. I am a good multitasker, an active listener, and a critical thinker. I am confident while working under pressure. For example, I had agitated customers who were requesting a supervisor. By using my skills, I can fix and solve their problems by remaining calm, being polite, and answering their questions & concerns by taking ownership of the call. I always de-escalate a supervisor call, in which I am excellent. I am proficient with Microsoft Word, Excel, and PowerPoint. I would say the most critical skills are listening, critical thinking, and multi-tasking. In this position, I would be able to listen to a customer's concerns, identify a solution, and talk them through the process of solving their issue. I also think the right attitude is crucial in this role because it makes customers feel heard and supported, and it gives them a positive impression of the company.

    My metrics, Average handle time is one of the most important metrics. My goal is to keep calls under a specific time. The best thing to do is to have pride in every call to communicate well with the customer and make him feel appreciated and satisfied. This ensures customer satisfaction, when you know you did an excellent job. Another metric I was great at & is very important was Schedule adherence. My Quality Assurance monitoring averaged between 90% to 100 %."