VA Profile -- Joan Balderian
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"This is Joan Balderian. I am from Sta. Maria, Bulacan PH. I have been in the BPO industry for almost 7 years (2011-2018). I have handled different accounts from USA and Australia. Handled different post such as billing, technical support and cancellations (loyalty).
The first ever account I handled was with T-Mobile. T-Mobile is a Telecommunications Company in the United States that offers the cheapest and budget friendly mobile plans. I have handled billing and technical support in this company. Giving assistance such as processing payments, bill explanations, refunds and disputes. Conducting basic troubleshooting if phone was not working, internet/data issues and replacing defective phones under warranty.
Next is with DISH Network. This is a Satellite TV provider in the USA . I also handled billing and technical support for about 1 year and eventually got promoted to the Loyalty Department. Loyalty Department do not just assist in cancellations but to save customers from cancelling their accounts for the betterment of the company.
Last is with Telstra. This company is the largest Telecommunications Company in Australia. I started this job with Convergys Philippines as a Technical support for landlines. We do basic troubleshooting as asking customers to unplug and re plug cables. Also checks technicians appointments. I got promoted as an SME (Subject Matter Expert) as early as 4 months of taking in calls. I applied to TIPI (Telstra International Philippines Inc.) which is the InHouse company here in the Philippines. I handled billing for Small Business Customers and got promoted again to different posts such as SME, Level 2 technical support for DOT (Digital Office Technology) a VOIP type of telephone service in Australia.
All these different accounts and posts I had includes phone conversations, chat and Email."
