VA Profile -- Nico C. Catbagan
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Nico's background, while also demonstrating his writing skills...
"I am a graduate of Bachelor of Science in Nursing but decided to be part of the BPO industry since February 2011 up until today. I’ve started as a Customer Service Representative in Sitel, one of the leading BPO companies in the Philippines. My first account handled is a well-known Publishing Company in the United States which is Tribune. The line of business I’ve handled to support is Los Angeles Times, it’s the leading Newspaper in California. Customer service is my function mainly to support customer queries such as missing newspaper delivery, missing newspaper pages, content-related complaints, billing concerns for their subscriptions, answering e-mail concerns as well related to their newspaper/online subscription. Everyday I was handling up to 70-80 calls per day. This was my first BPO experience and really established my foundation to improve my confidence specifically my communication skills. I was part of this company from February 28, 2011 up to March 10, 2012. I’ve decided to leave the company to join my Sister in her current BPO company and really to experience a new account to better hone my skills and expand my expertise.
The second BPO company I’ve joined is Sutherland Global Services last September 2012. I’ve started as a Contractual agent and the account I’ve supported is Microsoft Store as a Customer Service Representative. My role was to handle customers’ online orders such as processing/cancelling orders, checking status either billing/delivery status. We are also equipped in assisting customers about technical concerns providing them basic troubleshooting for installation issues about their Microsoft Products like their MS Office programs. We are also trained to do upselling by doing sales pitch in order to have the customer order additional Microsoft products based on their needs. After the peak season as a CSR in MS Store, we got transferred to H&R Block last January-February 2013 since it’s the US Tax Season. In H&R Block, we are supporting customers’ tax-related concerns especially their income tax return. After the peak season in H&R Block, we go transferred again to an account that is providing Probationary/Regular Positions which is Hughesnet, a Satellite internet-service provider in the United States. This was my last account in Sutherland as a Technical Support Representative. We are handling customer’s concern about their service like connectivity issues, installation concerns, equipment replacement and basic billing related issues. I left the company last May 2013 because I got a call from our own Provincial Government that there will be a new call center that will be established in our hometown. I’ve decided right away to grab the opportunity and apply because main reason is to be closer to home with my family.
The third BPO company I’ve applied is Alorica Inc., one of the largest BPO company in the Philippines as well as a known company in the world. The account I’ve joined is T-Mobile US, one of the leading Wireless service provided in the United States as a Customer Service Representative from October 10, 2013. Basically, we are Customer Care mainly General Care for US Postpaid customers handling mainly Billing issues/disputes/credits and adjustments, we are also equipped in providing basic troubleshooting assistance for their phones and network concerns and basic interface of the customer’s device. I was trained as well to do upselling based on the customer’s needs, mainly our role is to make sure that the customer will be satisfied and will greatly recommend T-Mobile to other people. It was the toughest account I’ve handled because it’s General Care and a lot of complexity of the Product as well but because of the experience I got in T-Mobile, I am confident that this will be a big plus for me in applying to other ventures. To add more to my experience in Alorica, I got promoted as a Team Manager last July 2016, handled up to 15 agents assisting them with escalation concerns, handling low satisfaction survey and making sure customer’s issue will get resolved, providing immediate assistance to agent’s concern about their on-going call, agent’s improvement in their performance as well as their career, admin tasks like providing daily/weekly/monthly report, doing business review, attendance tracking and so much more. Being part of the leadership team provided me a great opportunity to learn more about the Product, hone my skills and providing me more advantage in applying to other companies or other line of businesses. I’ve decided to leave the company for better career opportunity last December 2017, career opportunity because like I’ve said this is a learning experience and having this leadership foundation will provide me advantage in applying to other companies as a High-Level right away.
Current company before joining your team will be Accenture, wherein I’ve officially entered in Accenture last March 5, 2018 as a Service Delivery Ops Analyst. It’s the counterpart of Team Manager in Alorica. The line of business is Healthcare handling Enrollment for their Members. The company we are supporting is Aetna, one of the leading health insurance provider in the United States. The function that we have is to make sure that the members applying are eligible and entering their information in Aetna System will be accurate as well. As a Team Lead, my function is to ensure Quality/Production is met or exceeded the client’s standards, providing feedback/coaching to the Processors/Resources making sure their performance will continuously improved and their chosen career paths in Accenture will be met. It’s kind of related to the tasks that I had before in Alorica but currently I am in a Non-Voice account which is a totally new environment but overall it’s a challenging tasks at the same time a very great opportunity.
Overall, I am proud to say that with almost 8 years of BPO experience, this will be an advantage for me despite being new in Real Estate Virtual Assistant. I’ve said that this is an advantage because I am already tested for tasks/goals that needs to be met in a timely manner."
