VA Profile -- Diego Cabrera
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Diego's background, while also demonstrating his writing skills..
“My most relevant work experience was in a call center, I took calls the first 6 months for just regular customer service, I was taking about between 80 to 100 call per day depending on my average handle time which it was around 3 and half minutes, thats was only pure customer service, like helping customer to change a name on a transactions, help them to verify their account, and also we had to send transactions for the customers over the phone
At this point of my position I barely had any feedback from any supervisor and at beginning I was learnin all this product by myself.
After that I got promoted to a compliance department where all the calls that we received were about transactions that were declined, that help me to understand that usually all of the customers that are angry is usually with the company and not with the customer service representative , also we learned how to manage this type of upset/angry customer since this department was a new department, staff didn't had much experience at the start of this department, and the metric that we had for this type of call was 4:30 minutes, also we needed to learn how to de-escalate customers since all of the transactions were declined with no specific information provided, this help us to change our tone of voice over the phone also try to empathize completely with the customer.
After that they offered me the supervisor position which I was in charge of a team of 25 people, I also managed their payroll, keep them withing the average time metric that we had, also I was in charge of applying administrative sanctions like when someone they didn't show up two days we needed to sign some papers documenting that they didn't work that day so we always had control and know about they why the leave or didn't come to work, this administrative sanctions also apply if they were not following correct procedures within the calls.
When I received training for being a supervisor they trained me to coach people and develop them for another position so we always had some people applying to be staff regularly.''
