VA Profile -- Rem Lorenze Mallari
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Rem's background, while also demonstrating her writing skills...
"I started working in July 2008 as a CSR for a retail account. It was a culture shock for me because I worked in a graveyard shift and during that time, it was a ramp season and they tend to ask us to go on overtime almost every day. However, that didn’t stop me and in fact it became a challenge for me in order to apply for a higher position. I wasn’t promoted that year, however, after 6 months of being an agent, I was given an opportunity to become a Subject Matter Expert, who assists the agents that are taking calls. After a few months, I applied as a temporary Quality Coach. During the interview, the Training and Quality Manager asked me if I am interested in applying for a Trainer instead. I told him that I’d be honored to be offered that position, and so I applied and got hired as a temporary Trainer. I’ve been a temporary Product Trainer for 2 years, then an opportunity knocks, our company launched a new account and so I applied for a full time Product Trainer.
In February 2011, I worked as a Product Trainer for a Telco account. I conducted product training as part of the training programs specific to a client/business unit. I also evaluated performance and provided coaching to employees requiring extensive support. In times when we don’t have training classes, we also support the agents taking calls by floor walking, answering their questions and taking escalations (Supervisor call). Few months after, I applied for a support role in a different department. I got promoted to an Organizational Performance Specialist in November 2011. I worked with our North America site leaders to introduce and provide continuous support of all organizational performance processes and programs. I also created reports for the operations performance process, including but not limited to leadership survey results, participation, and progress of coaching. I created video tutorials for the website/tools that the leaders used. I also conducted virtual trainings via Adobe Connect and classroom training. However, in December 2017, due to global restructuring in our company, my position was said to be redundant, hence I had to leave the company. I left my company of almost 10 years in February 2018. I then started to work from home as an ESL Tutor to Japanese students which lasted for a year.
In 2019, when we moved to Pampanga, which is now our permanent residence, I went back working in a BPO company. It was a financial account, I started as a CSR, a month after, I got promoted to a GURU (subject matter expert) and then in September 2019, I got promoted as a Team Lead Trainee who manages a team of 16 agents, conducted weekly coaching and audits calls per agent. In January 2020, I started doing ESL tutorials again and invested in an aquatic pet shop which is owned by my partner."
