VA Profile -- Jesus Noel Malana
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Noel's background, while also demonstrating his writing skills...
“I started working way back in 2004-2007 while I was in college. I was a student and faculty assistant in the University library - so it was more like a University scholarship but I have to work for it. My main role was to classify and arrange the booking according to its Dewey Decimal classifications and I also do some admin tasks assisting the students and the faculties of the institution. In 2007, I started working professionally as a Customer Service Representative for a cable, internet and phone company in the US. We basically assist callers troubleshoot the products we offer if there's any connectivity issue to it and so on. We also assist them with billing issues and we do some upselling of the products. I stayed in that company for 3 years then I moved to a different city in the Philippines just to take advantage of a much better offer. The first company I had in Cebu City was a satellite radio provider in the US. We basically offer satellite radios for their cars and we also assist them with technical issues and help them sometimes navigate the road by using online maps. I stayed in that company for 7 months and I decided to move to a travel account. I was hired as a travel consultant for one of the biggest travel companies in the world. The role is to assist customers book their vacation packages including flight, hotel, car and activities. We also assist customers with changes to their bookings and making sure they receive the kind of service they expect from us. After one year I got promoted as a Subject Matter Expert for that same role. We basically do similar tasks for Tier 1 agents but we handle some escalations for agents who are unable to resolve the issue and we take calls for agents needing assistance. After another year, luckily I got promoted to a Supervisory/Trainer role for that same account. I held that position for about 4 years. The role is to meet and exceed objectives for team performance and individual performance of assigned experts by providing effective feedback, coaching, and support. Minimizes escalations through effective coaching and support as well proper call handling skills and communication skills to achieve the right result. Understand and effectively leverage metrics and other measurements to drive team performance. Lead a team to meet client specific requirements which includes CSAT, FCR surveys, Quality Assurance scorecard and Customer Engagement scorecard. Use good judgment and business acumen to balance metrics and customer issues.
Takes over escalated calls and resolves customer and agent issues on a higher level. Ensures that escalated, complex customer queries are appropriately addressed. Effectively use recognition, coaching, training and other tools to lead coaches and experts and inspire world class performance and employee retention by providing meaningful career and professional development. Act as trainer for newly hired CSR’s and prepare them into the world of BPO/Customer Service providing them the support that they need particularly in call handling, communication skills and product skills. Complete and handle administrative tasks and reports for clients to comply with monthly, quarterly and annual business reports via excel file and PowerPoint presentation.
After that 10 years journey of working in the Contact Center or BPO company I was lucky to be given an opportunity to work in the middle in one the best and five star airlines in the world. During the first year I was hired as a cabin attendant. We are the ones you see on board assisting customers during flights. After one year I moved to ground services to perform a role as a Premium Lounge attendant. We assist VIP and Premium customers in the lounges. Attend to customer’s queries regarding their flight, lounge eligibility and inquiries regarding the hub airport of our airline. Also, we are responsible for assisting the Duty Supervisor in the Airport Premium Lounges for VIP, First and Business Class passengers. After 2 years I got promoted to another role which is a travel agency affiliate of the airline I am working for. The role is to basically accommodate passengers who are in transit or who are having a long stopover in Doha. We help supervise and organize the team during daily operations. Respond and communicate to customer queries over the telephone, email, fax and we chat in the most professional approach and service excellence skills to ensure personalized customer services are delivered at the highest level. Provide feedback regarding system/procedure enhancements with regards to the reservation, B2C system bookings, cancellation and refunds, FAM itinerary to improve overall performance and efficiency. Support travel agencies by attending to emails and system queues in relation to reservations related activities. Sell, up-sell and cross-sell our products and services to the agent/customer. Perform other department duties related to his/her position as directed by the Head of the Department.
Unfortunately, I am one of the staff who has been sent home due to the whole pandemic situation. Our airline industry is in a deep struggle in keeping us all. It's hard but there's nothing that we can do but to accept it. Now, I am back in the Philippines and looking for a job that will keep me safe and sound."
