VA Profile -- Gerald Santiago
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Gerald's background, while also demonstrating his writing skills...
“I started working as a technical support representative back in 2009 when BPO’s were just starting here in the Philippines. My main job is to ensure after- sales technical support to laptop and personal computer users. I’ve had difficulties at first since I did not have any technical background and the course I took in college was related to the medical field. I was able to overcome the challenge by paying attention to all the things that were taught in our product training. I also consider myself as “tech - savvy” so I was able to absorb almost everything that was discussed on the said training. I was able to learn most of the skills needed for the job while providing support to customers and researching updates on the internet and our product database.
After my stint as a TSR for computer users, I landed my next job as a TSR for high - speed internet users in the US. I provided technical support to Verizon Online customers calling in for help with their high - speed internet service. I made sure that all their issues are resolved before ending the call. If I determine that the issue cannot be resolved in one call, I make sure that I escalate it to the correct department for further assistance.
I transitioned from being a technical support representative to being a full - time customer service representative to my third and probably the longest run in my career as a CSR, where I stayed for almost 9 years until the company closed down due to the effects of the Covid - 19 pandemic. I performed tasks related to answering customer concerns and queries received via phone call, chat application, and email ticketing system. I was able to provide effective and consistent customer support and later on was promoted as a senior customer support representative.
I am confident that I can be an effective part of your team because of my extensive experience in dealing with US clients "
