• VA Profile -- Maann Bergonio



    Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Ann's background, while also demonstrating her writing skills..


    " First of I started working as a Call center agent at Convergys Philippines way back 2011 and I handled the account for GM Cars, we actually assist clients regarding appointments to dealerships near their area and also assist them in regards of anything about the vehicle itself (ie; Vehicle manual assistant and good will for vehicle repair, we get in touch with dealerships for them.) After my time in Convergys due to personal reasons I transferred to Citibank NA and handled a local credit card account. We assist clients regarding their queries on their credit cards and also we do an upsell like letting them know they are qualified for a loan and also for balance conversions.

    I also handled a debit card for tax return in the US named H & R Block. We assist clients who would like to receive their tax return via debit card and they can also use the card for personal use; they just have to reload the debit card itself. And lastly the most recent job I had was with a US company KeepTruckin. At first we are handling outbound sales; doing cold calling to companies and individuals who would be interested in getting our service and our electronic logging device. After a few months handling outbound calls we were assigned to do inbound calls and handle creating accounts for clients who are already interested in getting our service.

    After 2 yrs of doing sales with the same company KeepTruckin we are offered to be transferred to do Technical Support. In this area at first I was struggling a little since it's information overload. Since we already have a background on the product we sell it still has a few details that need to be learned since we are going to be assisting customers with the issues they are having with the electronic logging device itself and also the application they use on their mobile phones. We also have to assist customers who are handling the back office dashboard like the fleet admin account itself. We walk them through the steps on how to get things done on the dashboard and also how to set it up. On the downside they have to terminate the Philippine team due to redundancy, they opted to do business with our counterpart country since we are just 15 people on the Philippine team.

    Overall the time that I had with the last company I worked with was fun and I learned a lot from sales to customer service and technical support. The thing I learned from handling customer service and technical support is that when I was able to resolve the issue my customer is having, the appreciation and great feedback they give me. I have been able to maintain the KPI's and also reach a 95% CSAT score. I didn't have any issues in regards to internet connection and also attendance since it's a work from home set up. It helped me manage my time with my family, especially since I have a 2 years old daughter, I was able to spend more time with her rather than commuting to the office."