VA Profile -- Jeremy Binwag
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Jeremy's background, while also demonstrating his writing skills...
"I have experience as a customer service representative, when I was with IHG (Intercontinental Hotels Group) I worked with customers regarding their reservations. Customers call if they can't find a hotel to stay with during the night and my role is to find the closest one but sometimes they are in a remote area where the next closest one will be farther than the customers' acceptable distance so it is my job to convince them to drive a little bit more because we don't have hotels closer. I will convince them by providing information about the hotel where they will be staying, what are the amenities they can enjoy, and the price.
There are also times when there is a mix up on their reservations for example they were wanting to stay next month but they were booked for this month or vice versa. Usually, the customers will be angry at this time because usually this situation involves a charge on their credit card and they don't want that. With IHG, this situation does not require a supervisor because only the hotel can reverse the charge, so it is my job to explain it politely to the customer in a way that at the end of the day they have to resolve this with the hotel.
Aside from IHG I also worked with Sitel as a customer representative for Capital One credit cards, my job includes processing of payments, explanation of charges on their bill, assisting customers logging in and navigating their online banking, and explaining fees and interest to the customer. Explaining the fees like late fees, over the limit fees, and interest most customers are irate and will request for the fees to be removed but as a customer representative, we have to explain the reason for the fee, and ways to avoid it. The hard part there is making the customer accept that it's their fault why there is a fee and they have to pay for it. In this situation this time if the customer can not be convinced we can transfer to a supervisor.
So I have relevant experience in handling customers, I have been with IHG for 4 years and 1 year with Sitel both companies were handling US customers. I learned a lot of things and my customer handling skills have been put to the test, analyzed, criticized, and improved with experience, but I am still willing to improve and learn more for the benefit of the company. "
