• VA Profile -- Victor Hugo




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


    “ Greetings! My name is Victor Hugo Martinez Zavala.

    I have more than 5 years of experience being in contact and providing attention to customers and providers but as a customer service representative in a call center I have around 2 years.

    I started as a customer service representative at Fed Ex. I handled both English & Spanish inbound/ outbound calls. I helped customers make their shipments, schedule pick up packages, up sell offering accounts to regular customers and assisting customers in coming up with a resolution to bring their accounts current. I loved contact with foreign people, being able to find a solution and change the attitude of an escalated customer.

    I Worked for Integrated SSI Services in the position of customer service representative 1 Within my activities I was providing customer service via telephone, follow up on sales and provide solutions to service failures, take payments and manage private information from customer accounts, gave follow-up of customer requests by contacting the different specialized areas, all through the computer system provided by the company and by telephone, as well as file management.

    In Scotiabank I worked in the position of EXECUTIVE INBOUND FULL ENGLISH:

    Within my activities was helping the customer with anything related to online banking,
    transference's, increasing the amount of credit cards payments accounts receivable, mortgage, creating reports and follow up on security issues in customer accounts and provide solutions to service failures, manage the private information of the customer accounts, handle both cold and warm transfers on any customer requests by contacting the different specialized areas, as well as file management. The Canada's wide cultural diversity and the possibility of helping elderly people (40% of the calls were from this sector of the population) was something that I really enjoyed a lot and it helped me develop skills that have made me a better customer service agent.

    My Qualifications as a Call center representative include strong communication & verbal skills. I am bilingual, fluent in both Spanish and English languages. I am a good multitasker, an active listener, and a critical thinker. I am confident while working under pressure. For example, I know procedures about taking ownership of the call and de-escalate a supervisor call. I am proficient with Microsoft Word, Excel, and PowerPoint."