VA Profile -- Janine Gaviola
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Janine's background, while also demonstrating her writing skills...
"I have been in the BPO & Freelance industry for 3 years now. I started as a customer service representative working for Concentrix Ph to support AT&T ISM. I was a representative at first, handling everything under the sun regarding AT&T. We handle their telco, mobility, cable and internet. Most of the concerns that we resolve are particular to their billing inquiries and dispute, technical issues with their internet, cable and phones. We also do upselling and retention(saves) if needed be.
I worked for them for about 1 year and 5 months and got promoted really fast. I was an agent for 6 months, 6 months as a Transition Coach and 5 months as a Team Lead Apprentice. Our task as a Coach is to bring the newly hired agents to the speed on how they'll be able to provide excellent customer experience. We do behavioral coaching, skill transfer and real-time support such as, to walk the agents through on how to get the resolution for their customer and answer escalated calls. My responsibilities as a TLA on the other hand is to assist our Operation's Manager and Coach's Team Lead with their admin task such as; scrubbing timestamp of the coaches, conducting huddles for strategy planning, assigning point of contacts for certain tasks like, deliberation for newly hired agents, leadership academy trainings and assigning whose coach will be handling a group of trainees for onboarding on the production.
After working for Concentrix(ATT), I transitioned to be a freelancer. I landed my 1st client name Jonathan, I helped him with his small business which is a Credit Repair Company. I am responsible for coordinating with our potential client. I explain to them how we can improve their credit score by disputing several items with different credit bureaus. While working for Jonathan, I also had a part-time job as a real-estate VA. What we mainly do is to contact homeowners that are currently looking into selling their houses. We explain to them how our business works and offer them a certain amount for their properties.
Lastly, I worked for an e-commerce floral company as an Order Processing Agent. Our tasks are similar to what a retention agent does. We review orders that encountered some changes which may cause the customer to cancel. So, what we do is to contact them and provide options such as other arrangements, sometimes discount or what not. We also do minor admin tasks such as; refund processing, order confirmation and inventory. I was also cross-trained as a back-office representative who handles email inquiries and chat support.
What I most enjoyed being a CSR in total is I get to help people on a daily basis. I'm a people person. I feel happy and satisfied whenever I talk to customers, assisting them and making sure that I was able to meet their needs by providing them excellent customer service experience. Not only that, it was also fulfilling for me to work as a Coach because I get to teach new hired agents my best practices when I was still one. It feels great when my agents passed the deliberation after a long and tedious transition from training to production."
