• VA Profile -- Jonathan Rodriguez Soriano



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


    "Hello, my name is Jonathan Rodriguez. I have over four years of experience as customer service/tech support representative.

    My experience in Customer service comes from a combination that includes eLearning Web-based software, Video Games, Medical Equipment, and Flight Reservations. Though diverse, there is a common goal amongst these, to provide great customer service.

    I started as a customer service representative at ResultsCx for Amway, D2L and Gamestop. I handled both English and Spanish inbound calls, emails and chat. In some of these positions, I was providing support for students/teachers who were using the company's eLearning web-based software.
    My primary responsibilities were: Receiving information requests, feature requests, troubleshooting requests, complaints from end-users, administrators, and executives by phone or email. Take action to resolve calls based on product and system knowledge as well as information found in internal and external resources. Ticketing System resolving all kinds of issues from users.

    I have also loved working with patients and doctors as a Durable Medical Equipment specialist for IND consulting. In this position, I worked with medical providers and insurance payers to provide and bill for medical equipment and supplies.
    My primary responsibilities were: Receiving and generating requests from doctors and patients to provide medical equipment and/or supplies to patients. Obtaining and reviewing the documentation within the medical record to determine if players qualifications were met for equipment/supplies. Verifying patient's insurance coverage information, submitting prior authorization requests and creating delivery tickets through data entry. Providing equipment options and payer/financial information to patients and insurances. Responding and working on resolving patients' or insurance's concerns or complaints. Accepting and processing payments. Performing other duties as assigned.

    My skills as a CSR include strong ability to multitask, prioritize, and manage time effectively. Mastering the ability to handle high volume calls, active listening skills, and proven ability to resolve customer complaints professionally. I am confident while working under pressure. For example, I had upset customers who were requesting a supervisor. By using my skills, I can fix and solve their problems by remaining calm, being polite, and answering their questions & concerns by taking ownership of the call. I would be able to listen to a customer's concerns, identify a solution, and talk them through the process of solving their issue. I also think the right attitude is crucial in this role because it makes customers feel heard and supported, and it gives them a positive impression of the company."