VA Profile -- Zandra Malubay
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Zandra's background, while also demonstrating her writing skills..
"I started my career as a Customer Service Representative with Sprint ten years ago with Teletech where I performed the transfer of customers' phone numbers from one provider to another. In that role, I was recognized as one of the top agents, consistently hitting the targets and exceeding customer expectations. After a year, I got promoted to a Real-Time Analyst position. I was responsible for meeting client-required Service Levels while also maintaining appropriate IC and Phone Occupancy targets to meet Teletech financial requirements. A major accomplishment I'm most proud of was that I was able to help the program in meeting the program's metrics integrating real-time strategies.
After seven months of being an RTA, I was appointed to the Scheduling role where I did the scheduling and short-term forecasting for the programs I've handled. I was consistent in delivering my deliverables on time and was promoted to the Supervisory role where I've handled a group of eight schedulers and 8 RTAs. Apart from overseeing the overall performance of the team and the program that I handled, I was also responsible for the development of my people that four of my people were endorsed to the next-level position during my time while they were under my bucket. I had to leave the company after five amazing years of being with them as I was very much enthusiastic to work abroad that I tried my luck in Singapore. Unfortunately, I wasn't able to get a good job after staying in the country for a month. I pursued my career in the BPO industry. I was A workforce Management Lead and at the same time a Capacity Planner where I identified and resolve potential staffing issues and provided support in the development of the WFM cycle within the company. In that role, a major accomplishment I'm most proud of was that I was able to reduce the time spent on Staffing outlook by developing an excel model which automated the process. This resulted in a time savings of approximately an hour or two per day.
I understand that for the position that you're hiring for, you're looking for someone with strong process improvement and customer service skills. Overall, due to my strong background and achievements in successfully identifying gaps and creating efficiencies, I am confident I'll be able to succeed in this role you're hiring for."
