• VA Profile --Gretell Gaile Hipolito




    Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Rachel's background, while also demonstrating his writing skills..


    “My name is Gretell Gaile Hipolito from Laguna, Philippines. I started working as a cold caller in ASEC Asia. It’s a project based employment where my main responsibility is to call business owners and offer them a free listing in DexOne which is a telephone directory. We were provided with leads to call and a script to utilize. The project lasted for six months.

    In February 2011, I was hired to work as a customer service representative in APAC Customer Services Inc. We’re working under Anthem Blue Cross and Blue Shield. We take calls from medical providers and billers who are making follow ups on their claims. Some of them would call for multiple claims. Primarily, our job is to provide the claim status whether it’s approved, pending, or declined. If it’s pending, we’ll tell them what other documents are needed and if it’s declined, we also need to explain why we cannot cover the bill at this time. I have knowledge in copay and deductibles and we also mention them when providing claim status.

    In January 2012, I started working as a collections specialist in Convergys Corp. Initially, I had worked under Barclays UK as an outbound collector. We used an automated dialler to call these customers who are 1-2 months behind their payments at that time. We collect payments over the phone or secure a payment arrangement if the customer cannot make any payment during the call. I am a consistent top collector and we receive incentives from our clients everytime we exceed what’s expected of us. For some unforeseeable circumstances, Barclays had to pull out from Convergys and I was transferred to Sprint Collections. We take inbound calls and we also ask for their monthly payments. If they can’t make any, we will also set up a payment arrangement. We also do basic troubleshooting for our customers by walking them through on their mobile devices. Same with Barclays UK, I’m also a top collector for Sprint.

    In June 2015, I was offered a job in Capital One Philippines Support Services Corp. Given my experience in banking and finance, my job is to assist customers to apply for credit cards over the phone. We also assist customers making follow up on their card applications. I’m a consistent top agent and I became our Unit Manager’s Point of Contact where I work closely with him and I provide him updates on our team’s performance every Friday. I was also given an opportunity to have an extended role for our department wherein I was given mentees to coach for metrics improvement.

    In March 2019, I was promoted as a Process Coordinator. My main job is to assist agents in taking in calls by addressing their questions about the process. I also identify challenges within our department’s existing process and I make recommendations on how to resolve them. If there will be global system issues, I also take initiative to report them and I provide regular updates to the managers. I have a proven track record of being a top coordinator and I received recognition and accolades for them.''