• VA Profile -- Philamae Pagulong



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



    "I’m excited to be applying for the CSR position. It’s clear that you’re looking for an experienced Customer Service professional who can expand your reach in this newly adapt online world. With my proven track record of both customer service, sales and sales training success, I am thrilled at the opportunity to help make this growth strategy a success.

    With more than 8 years’ experience in Customer Retention, Email and Chat support, B2B, B2C sales, Real Estate companies and Lookbookstore, an online Fashion Boutique based in China but we do cater to customers all over the world especially UK, Europe and US. We sell female fashion clothing. We started office based in Cebu but the Main office decided to have all of its employees as home-based agents. I was with the company since 2013 and started home-based from 2015-2019. Due to COVID, the company decided to close its business.

    I have handled their Customer Sevice Retention team including chat, email, and phone support both inbound and outbound calls. As for the process flow, we received order through our ERP system( considered as CRM in China), then process the order from there. Once the order is sent, we contact customers via email or chat to confirm the delivery details. After 24-48 hours we contact them again via calls to re-confirm the package is on the way.

    Also, I have handled refunds, exchanges, or returns.

    Here are the tools/system we used:

    ZOPIM- Chat support
    ZENDESK- Emails and Call
    SHOPIFY- Order/ Product customization
    ERP- CRM system/ Order Management
    AMAZON
    TUDU- for refunds and chat within China office

    I have developed a strong repertoire of successful techniques, but I understand the need to remain adaptable in today’s rapidly changing economy. I am strongly committed to expanding my skills and delivering consistently reliable – and remarkable – results.

    Thank you for your time and consideration. I’m looking forward to learning more details about this position. Growth is essential to my continued success, and I’m excited for the chance to be a part of the leading team."