• VA Profile -- Carlos Alberto Olivas


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


    "Hello! My name is Carlos Olivas, I currently have around three years of experience working with BPO’s and customer service in different roles such as inbound/outbound CSR, chat representative, tech support, etc.

    My CS experience started in 2018, where I had the opportunity to work in Intugo for The Results Company, they opened their doors for me on multiple occasions and offered me different positions. My first role for more or less 6 months was as an inbound agent for GameStop, I received calls from a variety of customers who were looking to place, change, track orders, or help with any general assistance with their accounts. After a couple of months, I returned to Intugo where I worked as an outbound agent for Comcast. I had to call clients that requested their services, go through the packages offered, and create appointments for a technician in case that any installation was necessary and answer any concerns they might’ve had. The last position I had with them was as a tech support agent for televisions and soundbars. This was a fun experience because I had the opportunity to learn about technology that we use on a daily basis, some tips and tricks you could say. In this position, I helped customers with troubleshooting, installation of their equipment, and walked them through their devices and manuals, and help them with any warranty claims. This was some sort of a challenge because I had to deal with really frustrated customers and situations blindly because I wasn’t able to see what the customer was seeing. I believe this is where I really developed my customer service abilities because I had to deescalate really frustrated customers and convince them to work with me and really try to provide the best experience possible.

    A different experience that helped develop my customer service, and multitasking abilities was when I had the pleasure of working with CES MEXICO in one of their seasonal chat campaigns. This was for Backcountry.com an online outdoor activity outlet. I worked with 3 chats and 3 emails simultaneously, a total of 6 clients. I had to learn how to use the time I had proficiently and help the customer review, track, and place orders. I had to be on top of any updates provided. This was without a doubt one of the jobs I enjoyed the most. I gained knowledge of materials, outdoor activities, and equipment. I really resonated with the companies values and I really felt that we were important.

    In conclusion, the abilities and experience I’ve gained these couple of years include and are not limited to strong communication skills, multitasking, active listening, and excellent customer service. I developed the ability to adapt to new situations and use the product knowledge provided. Most importantly I learned to approach everything with a solution-oriented mindset."