VA Profile -- Kirk Lars Luciano
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Kirk's background, while also demonstrating his writing skills..
“I was hired in August of the year 2016 at Transcom Worldwide - Bacolod. I have undergone training for two months to prepare for a customer service representative role. The account was Comcast and later on shifted its name to Comcast Xfinity. Comcast is about the service of cable internet and telephone. I was assigned there at the Billing Department. As a billing representative my job was to give a short and clear explanation of the bill to the customer. It is also my job to look for promotions to lower their bill if they ask. After eight months of work at that company I was considered as an expert by my manager and offered me a role of Floor Support which I accepted. What I enjoyed about that job was to bring resolution to customers to those who are in need. That really gives me such relief to hear them thank me and to see over the phone that they are happy and satisfied before we end our call. I also enjoyed the perks and benefits of that workplace.
The call flow of that job was to have the introduction at first. After that I will ask for the concern of the customer. If the call needs to be transferred to a different department then I should connect the customer over. If not proceed in asking their account information to open up their account and give resolution to the customer's reason for the call. Then if the reason for the call is resolved or still ongoing then I am obliged to pitch for a sale since it's part of our metrics. If everything is done then I would end our call with the closing spiel. As a Floor Support it's a simple and enjoyable job. All I needed to do was go to a CSR when they called for assistance on what to do next during their call.
The second job I had and also the most recent one is with Ubiquity Global Services - Bacolod. I was there as customer service representative for the account Card.com. It's a prepaid debit card account. I enjoyed working here since the company actually has lots of events such as Octoberfest where they give free drinks. My manager also set events on our production floor most of the time where I enjoyed much. After a few months I was promoted as a temporary floor support and later on promoted as a Back Office agent.
The call flow with Card.com is the same as with Comcast Xfinity. The job as a temporary floor support is also the same but sometimes we take calls if it's on a high queue. The good part was by the time that I was promoted as a Back Office agent. The job was to read all the messages and emails that we received from our customers on our account and get in touch with them within 24-48bhrs. This includes emails, facebook messages, twitter, etc.. After reading one of the messages we determine what course of action that we need to do, such as inspecting IDs and such documents which they were asked to send by the CSRs. When we already read the email and know what action to do next then we use the correct template to reply to them or sometimes give them a call if we need to.''
