VA Profile -- Hazell Lutero Hilario
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Hazell's background, while also demonstrating her writing skills..
"I started working as a customer service representative for a company based in California and eventually got cross-trained to handle sales and technical concerns. I started gaining experience in proper customer service etiquette, complaint management, consultative selling and I also learned photo editing using Adobe softwares such as photoshop, acrobat, and some illustrator . 3 years after I started, I was promoted as a Customer service supervisor where I got the chance to train and handle a team with 15 to 20 phone, chat and email agents.I trained them on how to handle basic inquiry, website walkthroughs, providing project quotes as well as handling product questions and quality concerns. After about a year of hitting our month over month Net Promoter score goals and looking at client feedback, the management decided to promote me to an escalations supervisor where I mentored intermediate to advanced level agents. These higher level agents are the ones who handle your manager complaints and social media feedback. My team's goal is to increase client retention and maintain brand loyalty by effectively addressing the client's negative experience.
Aside from the operational tasks I mentioned, I handled administrative responsibilities which involved project management, data trending and correlation as well as meeting with other departments for process improvements so proficiency in MS Office most especially Excel and Google Workspaces is a must. I am collaborative, pays good attention to details, efficient, honest and reliable."
