VA Profile -- Jolly "Lee" Francia
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Lee's background, while also demonstrating her writing skills...
"I have been in the BPO industry for almost 10 years and I handled different lines of business which taught me a lot of things and different skills and molded me to be what I am today as a customer service representative. I started with my first job and first account as a customer service representative with At&T mobility. It was a very challenging account for a newbie like me who has no idea how this industry works but I was able to adapt. I took inbound calls and assisted customers with their bills and payments, troubleshooting their devices and a little bit of up-selling. This account taught me a lot when it comes to dealing with customers and extending my patience.
After a couple of months, I decided to move to a different line of business which is a Financial account with Bank of America. I was a card specialist for a little over 3 years and assisted customers with their credit card concerns. I answered inbound calls and helped customers with their bills, processing of their payments, credit limit increase requests, checking of declined and fraudulent transactions, card replacement and card cancellation. I enjoyed my role and was even promoted as a Subject Matter Expert after a year of taking in calls where I attend to agent's questions regarding the process and answering escalated calls. Unfortunately, Bank of America was pulled out in 2015.
When Bank of America was pulled out I applied and got hired at Optum Global solutions formerly known as Unitedhealth Group. I was hesitant at first because I had no background when it comes to healthcare but I took it as a challenge. I started with MSO-Hix where I took inbound calls for members with Individual plans. I assisted members with their bills, payments, explanation of their benefits, eligibility and claims. I also do provider outreach for those members who are looking for providers who will accept their plan. In 2017 MSO-Hix was dissolved and I was transferred to UHCBS Cobra. I attend to those members who wants to continue the same coverages from their previous employer. I help them with their bills, payments, enrollment, cancellation, activation of coverage and a little bit of online website troubleshooting. With all the lines of business that I handled, it is healthcare account that I find meaningful and fulfilling because I am not just a voice on the other line I am someone who could make a difference when it comes to our member's everyday lives specially with their healthcare needs. In my 10 years of experience in the BPO industry, I know that I have acquired a lot of positive and useful skills that I can impart to your company."
