VA Profile -- Rhea Roxas
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Rhea's background, while also demonstrating her writing skills...
"I have vast experience in Sales, Customer Service, Financial Services and Admin Work.
I have 15 years Customer Service Experience and Admin Work in both BPO and Office Settings. I was a Customer Service Office in an International Pre-Need Company, Family First – Berkley International Plans, assisting Policyholders on their concerns, disputes and accounts before I got promoted as Customer Service Sales Manager, where I handled 350 staff – Customer Service Officers and Customer Service Staff. As Customer Service Sales Manager, I handled irate Customers, all media concerns aside from settling disputes and complaints by Policyholders. Part of my job was to monitor, supervise and train all Customer Service Officers and Staff. I made sure that all customers were given exceptional services by going their extra mile whenever they assist the Customers – both Internal and External.
My first BPO Experience was for a US Account – GE Money as Collections Representative who handled Customers on Buckets 0, 1, 2 and 3 lists or simply put – Customers whose arrears are already 30 -, 60-, 90-days behind. Aside from collecting and processing payments over the phone and educating the Customers about their account, I was also responsible in making sure that all details were updated in the System and all of the concerns, queries and complaints were resolved in a timely manner. If I can’t reach them on their mobile, I sent emails or SMS so they will be informed on the status of their account.
I have also worked for US Citi Account as Sales and Service Representative Level 2 in Convergys BPO wherein we catered to US Citi Cardmembers. I always made sure that I gave exceptional service to the Cardmembers, not only resolving the disputes or assisting them on their concerns on a first call resolution, I also went beyond what was expected of me like sending the Statement of Accounts or asking for their updated information (Address, Phone Number, Email Address, etc), even if they did not request it from me. On my 4th Month, I was recognized and included on the Top Performers List.
My most recent work was as a Collections Specialist/Account Manager, handled 220 Australian Customers whop were leasing Cars with Alpha Finance. Aside from collecting and processing payments over the phone, I also assisted them on their concerns and queries regarding their Accounts. I made sure that all pertinent information were recorded in Salesforce and all conversation or correspondences received were attached in Salesforce as well. I also did upselling for 2 years as Collections Specialist/Account Manager. Customers were contacted at least 3x a week, if there’s no contact, I sent emails or SMS to inform them about the status of their accounts or most of the time, to remind them about their due dates or payment arrangement with me. If Customers cannot really make a payment, I see to it that I exhaust all options to assist them like offer Hardship Program or Pay the arrears in installment to avoid being reported to the Credit Reporting Agencies in Australia.
I have total of 9 years experience in Customer Service and Admin Work and 5 years Sales experience in BPO Setting. All International Accounts are both Inbound and Outbound Campaign (with emails and SMS or chat). I have learned how to handle each and every situation in an effective and efficient manner.
I have the skills, experience and qualification needed to get the job done."
