VA Profile -- Maria Nilda Jamito
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Maria's background, while also demonstrating her writing skills..
“I started working as a Customer Service Representative in 2006. At first, I found it hard as I was not used to multi-task, that is, talking and at the same time accessing the customer’s records, but with constant practice I was able to make it. The 2nd hurdle was understanding the English language and the accent. There are English American idiomatic expressions that Filipinos cannot relate to so I had to study these. I also watched American movies and films to help me better understand the different accents. All through these years, I made sure that each of my customer is given the utmost care that he so deserves and that they get off happy and contented with the service I gave them.
The other thing that I needed to focus on was familiarizing the products specifics. I needed to be well-versed on what I was offering for example: credit cards that we were offering to our clients. I needed to listen to the needs of my caller so I could tailor-fit the product that was going to be offered. Then in 2008, there was a lateral move. I was assigned as a Risk Management Analyst Inbound. Customers would call for a declined transaction. Customers would call for a declined transaction and automatically I would see system triggers that would indicate a suspicious activity. I needed for my senses to be awake the whole time to make sure no fraudulent transactions could go through. Not on my watch!
Then my next journey was as a Billing Specialist/Customer Service Consultant/Technical Support for the biggest Telco in Australia. I got to talk to different kinds of persona. The way you respond to one customer is not the same on the next one because they have different personality and needs. I used different types of tone depending on how my caller sounded but never raising my voice when my caller is somewhat agitated or upset. With this job, I learned to be empathic while active listening, always mindful with how my customer felt before delving into their accounts and discussing it. I made sure to let them feel that I got them and that I was the right person to resolve their issue. I learned to understand the value of ‘Finding your Courage’ which means letting the customer know of the core of the issue using the right tone and verbiage so she/he would understand that getting refunds was not the resolution to it.
I also learned how to troubleshoot some simple technical issues, especially when the pandemic set in, our India team were the first to be affected by the COVID-19 virus, so we were trained only 24 hours so we could assist technical calls as well. Filipinos being the most resilient and adaptive that we are, were always ready to comply. Then when it was no longer viable for us to be traveling from our home to office and back, we were set up to be working from home as Chat Support, then in October 2020, the saddest news was dropped! The Cebu office was closing. It was about the same time that my application as Facebook Ad Specialist was accepted. I chose an early exit in December 2020 so I can focus with my training as everything was new to me.
Now I am out of work and I can assure you that with my more than 14 years of experience I will be an asset to your company.
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