VA Profile -- Marc Robert II A. Gines
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Marc Robert's background, while also demonstrating his writing skills...
"In one way or another, my recent and past jobs involved dealing with people and working with them to solve service-related matters beyond their reach. I have worked in 3 different industries namely medical, real estate, and BPO. I feel strongly that customer service is the backbone of my professional career. The titles that I have had does not say customer service representative in them but I know that my efforts helped a lot of people and I feel that I have made their day after each interaction.
Let us begin with the BPO industry. First company, a pizza chain in the US. I was an order taker initially and I loved preparing food for the customers. It was never a dull shift because each customer was unique and they always surprise me in so many ways. Aside from order taking, I have also handled field support helpdesk. I enjoyed calling store/regional managers in the U.S. solving problems that were related to the store software, menu, store hours, and customer complaints (I did the investigation on these complaints). Furthermore, I became a subject-matter-expert. I worked with agents who were having trouble meeting their KPIs. I’m very proud because I got to make a positive impact knowing that the agents became successful in reaching their goals through the collaboration. Second, an e-commerce travel company in the U.S. I was initially a content moderator and fraud analyst. It was exceptional because I had the opportunity to share the experience of travelers around the world and I have always felt that I was with them during their travel every time I read their reviews. In addition, I became a subject-matter-expert and I had the chance to run the team for a bit and I had fun learning management tasks including but not limited to creating reports, managing on-the-job training and assisting with HR-related matters. Third company, a live video surveillance provider in the U.S monitoring auto dealerships. My first role was a surveillance operator. I enjoyed the challenges of live monitoring, catching criminals, exporting videos, and talking to local police office. When I got the operations manager role, I had a blast in running an entire operation, training operators, engaging with dealership directors and body shop managers requesting video footages regarding incident reports as well as calling them in the middle of the night about a criminal who got apprehended at their property. I will miss the times when I open service gates remotely and talk to tow truck drivers and customers guiding them to the drop off spots for the broken vehicles and reminding them to fill out forms and to put the keys in the drop box before leaving. I’m going to treasure the conversations I have had with the company owner, my boss. I really grew as a person and as a professional particularly in handling tough situations.
My family owned several rental properties and I had the adventure of being initiated in the real estate industry. It was awful at first because I wasn’t able to answer tenant questions because what do I know, I was just beginning. But slowly, I embraced and overcame the challenges and I learned that no matter what I do, I can’t please everybody in spite of my efforts. It was a tough gig but it gave me a thrill like no other. After the experience, I was very grateful because now I know that owning a condominium unit does not end with ownership. I needed to know when to pay taxes, that the tax of the unit itself is different from the tax of the shared facilities, that the unit, parking, laundry unit are sold separately and money related matters like monthly billing.
