VA Profile -- Rico-Ryan Geronimo Fumar
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Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Rico-Ryan's background, while also demonstrating his writing skills...
I have been in the BPO Industry for nearly 7 years as an Inbound Phone Support. My career started with TELUS back June 26, 2006 to December 2007 as a Retention Specialist for a gaming console. We assist customers regarding their bills and subscription. Retain client/s that opt to cancel their membership. on ninth month, I was promoted to Escalations. At that time, I was a newbie. And pretty much was impulsive. I left because at that time I was looking for a greener pasture a.k.a. higher payout.
Which I got from JP Morgan Chase Bank. The duration of my employment was from March 23 up to July 2008. I was a mortgage representative and my task includes assisting customers with their mortgage payments and discuss computations and forecast. Unfortunately, my employment was cut short because of medical reason. I was diagnosed with hypertension due to obesity and that was because of stress eating, drinking after shifts and smoking. I eventually changed my lifestyle.
Next was with Convergys dated August 21, 2009 to January 28, 2012 as a Pioneer Collection Specialist for a postpaid Mobility account. My task was to assist customers with their bills, processing payments, set up payment extensions and/or arrangements, update client’s information, change plans, features and just basic technical support. Our team volunteered (on my 15th month) to be cross-skilled as Credit Analyst and Account Activations LOB. Additional task includes assisting dealers and/or store representatives with customers application for subscription, determine deposit requirement, activate customers account, choose plan, features and special features. I was ranked 7th by site on our Annual Recognition for 2010. Our team was also included on Convergys' Best of the Best (BOB) that was held at Punta Fuego, Batangas 2010. I left Convergys because promotion seemed farfetched. Honestly, I experienced politics firsthand.
Fourth employment was with FIS Global Solutions dated June 28, 2012 to March 14, 2014. I was a Card Services Associate for credit and debit cards. My role was to assist cardholders with their bills, process payments, update account information, generate pin code, send invoices through email, online account enrollment, password reset and security reset. Same with JP Morgan, it was also due to medical reason. I supported Card Services for VISA and Mastercard. I'm not sure if you heard about the hacking of Target's data base. At that time, phones were off the hook, we were receiving 150 to over 200 calls per shift. And I was on a 4 by 11 work schedule. That's when I got a node in my throat. I was advised by the physician to get a full voice rest for a month otherwise I would have toundergo an operation. I tried to apply for an LOA (Leave of Absence) but I was denied resulting from low staffing and service level. So that's when I decided to leave for the sake of my health. Before I forget, I got cured after 2 months of continuous medication.
Lastly, with Acquire Asia Pacific dated March 2, 2015 to February 16, 2017 for an Australian Telcom campaign as a Billing representative that will assist customer with home phone, broadband, fiber internet and mobile billing concerns. I was cross trained as Customer Welcome Associate and my role was make sure that ADSL/Fiber application is correct and accurate before completion. I again, was cross trained as Provisioning Associate to provide status on ADSL/Fiber connection application. Then I was chosen to be a Subject Matter Expert (SME) for four consecutive batches. Then I was trained to join the Escalations team to extend urgent assistance to customers. Our Department Manager also chose me to be part of the Resource Unit wherein I monitor Provisioning surveys, help them improve with their CSAT scores, also create weekly and monthly reports for trending. After a month, I was handpicked to join the QA team as an apprentice. My role as Quality Analyst was to audit calls and mentor Provisioning associates, create report and recommendations (weekly and monthly). Honestly, this is the first time I'm going to talk about my motive of leaving Acquire Asia Pacific. My QA head was the reason why I left. She made me feel that I wasn't good enough. I experienced being picked on by her. I never told anyone about this until now (not even my previous supervisors nor our Department Manager) because I believe in work ethics and professionalism. That basically sums up my employment history."
