• VA Profile -- Randel Bacalo




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


    "I had been working for the BPO and ITO industry for more than 5 years now. Most of the accounts that I've handled are Technical support, customer support, and IT ServiceDesk jobs. For me, Technical support and Customer service are almost the same for your goal is to give support and assistance to the customers by resolving their issues. Accounts that I've handled are Mobile service accounts which are more on Tech concerns on the customer's mobile phones, Billing, account creation, and adding features as well. I also worked for Time Warner Cable before which is an Internet service provider and our main job is to help customers resolve their Internet connection issues. We sometimes need to access their routers as well and adjust their configuration to make it work better for TWC. I worked for RingCentral as well which I enjoy since It's very technically challenging especially the part where you create an IVR which is sometimes very complicated. I did enjoy the provisioning part as well in which you connect their VOIP phones to the network.

    The other 2 jobs that I had are both IT ServiceDesk jobs which I will say are the most challenging because you will need to resolve IT-related issues of the employees. It is very challenging because you will be exposed to diff software issues like Active Directory, Citrix, Office365, etc. This is where my technical skills got enhanced and I learned a lot of skills. To resolve their issues you need to use the phone, email, and chat which is quite confusing at times when you are dealing with the Phone and Chat for 2 different customers at the same time. Dealing with an unfamiliar issue could be quite stressful and overwhelming at times because you will need to use all your available resources and research to solve the problem, but I love it! It feels very satisfying if you get to help the employee with an issue that you are not familiar with.

    I started working from home last September 2019 and most of them are combinations of Lead generation, Cold calling, Data Entry, appointment setting, and the likes. I just recently completed a project-based job in which I am a Data Analyst/ Annotator for a Home design company. Of all my experiences I would say that I am already used to the stress and the challenges most of the tech support and customer service agents use to encounter. I am very hardworking resourceful, a Team player but can also work with minimal supervision.