• VA Profile -- Rotsen Roi Verdida



    Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Rotsen's background, while also demonstrating his writing skills..


    "I am a call center professional with over 8 years of com bined experience in Training and Operations Departments.

    I started as a Customer Service Representative ( CSR ) for a Telecommunications program in June 2013. My day as a CSR included receiving calls from customers with delinquent accounts, arrange late payment s to secure services and also recommend plans that meet their needs based on usage history to help them save costs.

    I was handpicked by top leaders to be a Subject Matter Expert ( SME ) in December 2013. As an SME, I reported to an Operations Supervisor and Assistant Call Center Manager and my main responsibility was to assist New Hire CSRs on their first weeks of taking calls .

    I was promoted again to a Trainer position in February 2014 and delivered New Hire and Continuous Trainings for Telco programs, both Voice and Chat, and a Travel program.

    In February 2018, I decided to expand my knowledge o f the BPO industry take by taking the role of Operations Supervi so r and led a team of up to 16 representatives for a Travel program .

    I was responsible for the development of my direct reports, ensuring they have the adequate ​knowledge and skills, and that their goals are aligned t o the goals of the program. My day normally included analyzing trending performance reports and coaching the agents on impactful behaviors that affect performance .

    In June 2019, I was promoted to Assistant Call Center Manager ( ACCM ) . As ACCM, I need to oversee the entire Operations Department for a Travel program and recently a Healthcare program . My goal is to me et compliance requirements and performance targets as documented on the Statement of Understanding between our company and the clients. My shift normally includes analyzing and gene rating performance data of the site, attending meetings, calibration sessions and business reviews with top leaders and clients, observing and mentoring my supervisors and communicating with various departments including Work Force, Quality, Training, and IT among others, to ensure a seamless Operations."