VA Profile -- Karlo Martinez Prado
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Karlo's background, while also demonstrating his writing skills..
"Well, I started in a company that was called TTECH and my role started as an agent for a company called DISH in the US. My main task as an agent was to assess the customer regarding their cable service. Offering upgrades on packages and upselling premium channels. I would listen to their needs and give them a package tailored to their needs. I enjoyed it a lot due to the fact I was able to help people reduce their bills while getting the most of their packages. From there I moved on to be a supervisor after only 91 days on the job and that came with different tasks. At six months being there I was placed on Manager on Demand which was taking over Supervisors and finding ways to make the monthly KPIs the client would send us.
The other job I had was at AT&T as a customer service collections specialist. At this job I spent about a year and two months. My main focus was to make the quota we had of a 23% collection rate per call. Customers would call in when they couldn't make their payments or their services were disconnected and I had to use active listening to see how I would collect and set up a payment plan that was tailored to what they would say. At this job I had to use a lot of Empathy and developed these skills due to the fact that it was during the beginning of COVID-19 and many people were laid off and couldn't make their payments. We also had to maintain an 85% of VOC (Voice of the Customer) in order to receive bonuses. I really enjoyed my time at this job because they really helped out during the pandemic, not only to their customers but also their employees. Since I have a daughter and she was born in October of 2018 and COVID was beginning, they gave time off to employees who had newborns or children under three.
The following job that I've had and the most recent was at SERTEC working for American Express. There my job activities were a little different. I was hired directly for a QA (Quality Assurance) position. This meant I needed to listen to agents' calls and set up feedback and mentor and show them how to handle calls in certain circumstances. I also had to take about 50% of calls during the day of my shift. I enjoyed this job because I would have to come up with action plans for each agent in order to get them to the metrics that were established by the Client. It was fun and exciting seeing how their numbers went up because that meant they believed in what I said and asked of them. They were very grateful because they were able to take their bonuses."
