VA Profile -- Daniel Maloloy-on
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Eric's background, while also demonstrating his writing skills...
"To begin with, I started working for Qualfon Philippines Incorporated way back August 2011 until July 2014 as an Executive Resolution Specialist. This role mainly focuses on winning back customers who are dissatisfied/unhappy with the service they have received from us. Our goal mainly is to gain back customers' trust, pacify and acknowledge what they feel, let them know that they are heard and that their feedback is taken seriously. What I love about this role is that I learned how important an exceptional customer service is. I also learned that when you're having a conversation with a customer, it's not about the scripts you read to them but it's about how you deliver and position yourself, making sure that you empathize about the experience they've been through, assuring them that you are there, doing the best that you can to help them solve their problems.
Around August 2014 to October 2015, I was given an opportunity by Teletech Philippines to be a part of the Foxtel sales and billing Team. This department handles any billing related concerns related to Foxtel service within Australia. What I enjoyed about this job is that it gave me an opportunity to educate our Australian customers what their bills are all about and explain what they have been billed for. This role also gave me a chance to right plan our customer's products and services. This means that if they are signed up to a plan which is not suitable for their needs, I suggest and highlight what's best for them and educate why the suggested plan is best for them. During my stay with Teletech, I was also given a chance to become a Subject Matter Expert and being able to impart my knowledge and skills within our Team.
In November 2015 until January 2021, Telstra International Philippines hired me as an International Complaints Officer. This role mainly focuses on resolving any complaint related issues against Telstra. As a complaint manager, it is a must to acknowledge customer's frustration and understand the root cause of each complaint. It is also very important to empathize on how and what the customer feels about the situation they've been through.
What I love about this job is that I learned the value of genuine care, listening and understanding what matters to our customers and why the specific need matters to them. Through this, I learned how to gain back customers' trust, having the confidence to work with them hand in hand as to how we will be able to address and resolve their concerns. Most importantly, I learned how to gauge and temp check with them whether the resolution I have offered is fair and acceptable. The best part really is that, each time a customer accepts the resolution I propose and they express that they are very happy and satisfied with the service they have received, I can truly feel a sense of fulfillment and success within me. I consider this as a great reward for myself knowing that I exert my 200% best in everything that I do."
