VA Profile -- Dominique Andere Félix
<
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Dominique's background, while also demonstrating her writing skills...
"Since I was 17 years old (in 2018) I’ve been working with a company on Customer Care service, it has been almost three years since I started working here. I was promoted as a Quality Assurance Analyst more than a year ago and I have been here ever since that happened. One of the abilities that I’ve learned with this job is on how to communicate with our customers, employees and coworkers, for example, on how to motivate them, let them know that everything will be all right, etc. I’m currently 19 years old, ready to gain more experience with different people and different companies.
One of the most impacting things that I’ve learned by working on a Customer Care Service is that now I can know what the customer actually feels and why they react towards an issue, I’ve learned how to empathize. It is not the only thing I’ve learned, there’s a lot of stuff that you can discover or determine whenever you hear what is going on at the other side of the line when we speak with the customers, what can be the main concern and how can we handle it, but we should always make sure that we are being active listeners.
Having different cultures makes it more exciting, not only because you can learn about the way the live throughout the day, it is also because on how they express themselves, it is really shocking when you notice the way you communicate in your own country compared to a totally different one. Sometimes I have experience language barrier with my customers, but by making probing questions I can confirm what it’s actually happening and give them the best resolution.
Being a Quality Assurance Analyst agent helped me by having a better perception on what our agents/employees need to improve in the service that we are providing to our customers, feedback is really important since without it our employees can be lost, and sometimes they can forget how to go on by themselves."
