VA Profile -- Janine Liwag
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..
“During my work experience at Sitel, I was fortunate enough to have experienced firsthand and learned many different sides of what goes into providing great customer service, the general process of how a customer inquiry or complaint is initially handled, assisted, and completed; as well as how much work and detail goes into every stage. Another valuable lesson I have learned during these 12 months, were the many different types of work an Escalations specialist has to perform, which in turn, have provided me with more insight into the different types of roles and responsibilities that I could perform, as a Customer service representative.
Reflecting back to the time I had working at Synchrony Financial, it was one of the happiest times I had at work. After being a customer support specialist for a year, I was promoted as a Subject matter expert, in which I have to assist new hires during their nesting period. I was also responsible for providing training and roll-outs for any updates in the process. I work closely with the training team and they often ask me for recommendations to improve certain aspects of a project wherever I see fit, as well as my opinions on the project as an entirety. They were very open and happy for me to contribute as much as I wanted to, and were open to any suggestions and ideas. This instantly made me feel comfortable and definitely made me feel as though I was part of the team. During the first week of working as a subject matter expert, I was overwhelmed by the work and the responsibilities that were placed on me, but with the help of my supervisor, who has had years of experience in the industry, I felt more confident and supported as I knew my work would be double-checked and any uncertainties were explained. By observing and learning from her, I managed to pick up tips and learned different types of skills, from learning to communicate and deal with other people, to reading and deciphering many different types of personalities.
The most recent company that I worked with is Scratchpay. This was a home-based job and overall, my work experience with them was positive. I was very happy with the number of things that I have learned and experienced in the almost 4 years of being their employee. As a startup company, we were not given a lot of resources to work with so we had to do things on our own most of the time. Though it wasn’t easy, the experience made me more resilient and resourceful. I ended up learning a lot more than I thought I would be able to in a small time span, and my hard work paid off as they offered me the Training specialist position after a year of being a customer support representative. As a trainer, I was responsible for providing the support team product training, knowledge checks, as well as call handling techniques. I am happy and proud that I was able to help the company in getting a great reputation with its customer service.''
