VA Profile -- Mary Suarez
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Mary's background, while also demonstrating her writing skills...
"My recent work was a trainer/communication specialist at HGS. I worked there for about 3 years and taught aspiring call center agents to be able to communicate effectively to customers located in the United States. I conducted interviews, developed lesson plans, coached and monitored the agents’ performance, and taught about American culture. The most rewarding part of that job was to help the agents speak confidently in English and how to deal with customer service accordingly. The account I took care of was highly sensitive because it dealt with medical insurance, so it was very important that the agents sympathized with the customers and knew how to communicate with them according to their needs. We have to ensure the agents that customer service is not only about solving an issue or answering questions, but it’s also about having a positive interaction with the customer.
Prior to my job at HGS, I was teaching English online and at ITMC, which is a TESDA (Technical Education and Skills Development Authority) certified training center in the Philippines. I prepared materials and lesson plans for my students and taught them how to confidently speak in English. Many of these people were professionals so it was crucial that I dedicated my time to them individually in helping them pass a certain test or attain a corporate job. What I enjoyed most about teaching them would be engaging in different scenarios. I dealt with various nationalities so it was interesting to see their perspective on certain situations. For example, with customer service, job interviews, family relationships, etc. It was also very gratifying when my students would inform that they’ve passed their test or was accepted to a certain job!
After I graduated high school in 1998, I worked in the customer service industry. I worked at my 1st job at Mcdonalds. Working there taught me a lot about patience, dealing with all types of different customers, and being a team player. It was the stepping stone to my other customer related jobs. I’ve always enjoyed working in the sales industry. Engaging with customers and helping them solve problems has always been rewarding for me. And one of the most memorable rewards I received was the one from Chevrolet. I received a presidential recognition award for increasing our customer ratings. It was nice to know I was appreciated."
