VA Profile -- Christine Marie Laungayan
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Christine's background, while also demonstrating her writing skills..
“ Hi! My name is Christine Marie S. Laungayan, and I am writing to you in regard to your company’s Customer Service Representative opening. I have more than five (5) years of retail and customer support experience wherein I have developed impeccable client-facing manners and etiquette. I am heavily trained in research as well. As a communication research graduate and professional, I am honed to conceptualize, design, implement, analyze, interpret, and report research for different fields specifically in market research, advertising, and the academe. In addition, I have excellent written and spoken communication skills. I can easily express myself to people with confidence and wit. Most importantly, I am optimistic, punctual, detailoriented, and empathic.
My retail and customer support experience have improved my client-facing manners and etiquette. For example, every day at work as a technical support representative of US LG Refrigerators (current account) is an opportunity for me to practice active listening to customers to help resolve their issues faster and much more efficiently. To achieve an even better experience for the customer, I make our interactions personal rather than transactional with positive scripting. When I combine the two, my calls run smoothly. My average handling time (AHT) is shorter, and my surveys rank higher. I find this formula most effective in high season, when call volume about refrigerator problems is at its peak during the summer. Even when the queue is overwhelmingly long, I manage to hit the target 30-35 troubleshooting calls per shift with active listening and positive scripting. Though there are many more skills involved in call handling, prioritizing these two have drastically improved my KPIs. My background in research gives me an advantage. First, I ask the right questions; I probe properly.
Second, I go beyond the surface. I pursue information to gain a broader perspective of the issue. For example, a customer’s refrigerator issues seem to persist even after numerous repairs. I, then, speculate that the source of the problem may not be the refrigerator at all. After my investigation, I realize that the trouble lies with a faulty electrical outlet. Thinking outside the box have saved the customer additional frustration and inconvenience. Third, I check my sources. I only offer information to customers from credible and trustworthy articles. It greatly helps that I have good reading comprehension skills; I can read fast, absorb the content, understand the context, and summarize the idea for the customer. Fourth, I pay close attention to details. I complete each call as flawlessly as possible before moving to the next. In my documentation, most especially, I write high-quality notation with little to no errors. Last, I work smart. I am a diligent worker, but what sets me apart is my ability to work smarter not harder. Working smarter requires much creativity. It also means conserving more energy, boosting productivity, and increasing my value.
I started my professional career in 2013. I was even a working student prior. I have worked in different industries such as the academe, advertising, market research, and customer service in several countries like the Philippines, South Korea, and Myanmar with clients worldwide. I have been exposed to various nationalities, multiple cultures, different working environments (onsite, WFH, blended, nomad, corporate) and shifting schedules (dayshift, midshift, graveyard, flexi). From all my experiences, I am confident to declare that I am fit to fill the Customer Service Representative position''
