VA Profile -- Gretel Garnette S. Mendoza
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Gretel's background, while also demonstrating her writing skills...
“I've been in the BPO industry for almost 11 years now. I was a customer service representative for a mobile carrier or phone provider for 5 years. From September 2010 to September 2015. We assist customers with various questions and concerns about their phone plans, activation, and mobile device compatibility. From level 1, I was promoted to level 2 agent, and eventually, because of hard work and dedication, I became part of the Supervisor's group. It is a special department where all escalated calls that can't be handled by the lower-tier agents were transferred. If the customer also is asking for a supervisor that they want to speak with, we are the ones who are handling them. I was able to receive more than a hundred calls per shift. We were graded based on average handling time, hold rate, transfer rate, quality, and adherence. We also have a Net Promoter Score. It is a widely used market research metric that typically takes the form of a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague.
Then after 2015, I moved to Manila and started my job as a Process Executive last January 2016 until December last year, 2020. We do admin tasks, doing emails, outbound calls, and setting an appointment. Since it is a healthcare account, we make sure that the policy or rules on that certain claims department must be followed accordingly. We have carrier handling rules. Every carrier has its policy which is critical that everyone should adhere to, in that way we follow the correct processes. The reason behind why I am not with the company anymore was that the account was liquified due to the pandemic. The job wasn't that easy at first. However, it motivates me to push my limits so that I can execute quality without sacrificing the number of emails I have handled.
That's the work attitude I can be proud of aside from giving my 100% attendance and dedication to the job. Since I am very keen on details, I was able to deliver my work flawlessly. I believe that it is the skill vs the will of the agent that makes him or her successful. Skills can be learned and be molded, but it is the will of the person that makes it possible."
