VA Profile -- Allan Russel Capistrano
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Allan's background, while also demonstrating his writing skills...
"I have worked for the Call Center Business for more than 10 years. I have been trained to follow company rules and to perform multitasking at all times so I can provide excellent service while getting things done efficiently in a timely manner. I have learned to profile each customer and treat each call/customer with respect. I make sure that I will provide each of my callers the best resolution and go an extra mile if possible regarding their queries.
Regarding my work experience I have first worked for a telecommunication company based in Australia. I have supported customers regarding their mobile phones, computer gadgets, internet connection and billing inquiries.
This was a challenging account because it is a combination of customer service, billing and level 1 Technical Support. Here we were trained to resolve the query as quickly as possible and make sure that the customer is reminded of what we have done for them in a positive way. We are always reminded to meet all expectations or metrics in a call like Average handling time of 5-7 minutes for billing and general inquiries and 7-10 minutes for troubleshooting calls. Hitting or exceeding our Net Promoter Score target and executing First Call Resolution if applicable. I have also worked for an American company which was for an Online Retail Store. Here we take inbound calls for customers that are requesting assistance to place an order over the phone using their credit cards or customer's seeking assistance for a walkthrough on how they can do it online. We also assist customers regarding the status of their order such as order tracking or shipping status. In line with this, we also do outbound calls to check on our warehouse/ stores or the shipping carrier that handles the shipment of the ordered item. We were also trained to handle billing inquiries in case the customer would like to know how they were billed for a particular order. My last work experience was for another American company. I worked as a Hotel Reservation Agent and a Hotel Operator. I take inbound calls and assist upcoming or potential guests in our hotels. I check the availability of the hotel rooms, rates and also place the reservation over the phone. I also assist in house guest if they need assistance during their stay in the hotel, connect their calls to other rooms or establishments, and call the Front Desk for them if they require personal assistance with something regarding their room or stay.
I am more than happy to share all the positive things that I have learned such as dedication, patience and positivity. Rest assured that my years of experience in customer service will be more of an advantage.
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