• VA Profile -- Leo Rafael Cayanan




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


    “I have been in the BPO industry for more than 8 years and have managed different lines of businesses and accounts. The first company that I supported was IVT Global Solutions handling their appointment setting & lead generation team as an outbound sales representative and soon became a team lead assistant. Most of our task involves calling our leads that's already verified as interested in a certain product or program. Then, I managed the team as the team lead assistant. My role was to support our agents in closing appointments and generating hot leads for another program. Our main client was Global Exchange Vacation Club which is a timeshare company and other clients as well for lead generation like, retirement plan, college placement, credit repair & real estate. I bagged a few awards while working for them such as; Top Agent for 3 consecutive times, best call awardee, and averaged 6-8 appointments daily.

    Then, I ventured to a different line of business which is telco. I supported T-mobile, AT&T ISM & Platinum, and Verizon Business. I was a Customer Service Representative for T-mobile handling tier-1 postpaid activation, tier-2 portability, and tier-3 casework. And for AT&T Platinum as a Subject Matter Expert and Transition Coach for AT&T ISM both for their Telco, Internet, Cable, and Mobility Accounts. My task as a subject matter expert is to support agents if they encounter any difficulties with their customers, answer inquiries from agents and take escalation calls. On the other hand, as a transition coach, my main task is to prepare new hires as they transition from training to production and also support our operations with several administrative tasks such as; scrubbing timestamp of agents, conducting huddles for all teams of the cluster, and developing strategies by doing deep-dive analysis with our agent's performance and calls. I execute L.A(Leadership Academy) tactics such as; rapid-fire, hot laps(1 on 1 coaching), on the fly, and skills transfer to ensure that they are well-prepared and have all the components needed to become an amazing agent. And lastly, Verizon Business as Customer Service Professional supporting business account holders with billing, technical and account concerns.

    Then, I transitioned and became a Phonebanker for Wells Fargo Bank and Customer Care Professional for American Express. As a Phonebanker for Wells Fargo, my role involves dealing with customers regarding their Deposit Accounts(checking, savings & time accounts), Credit Card & Personal Loan Accounts, and Online Banking. We pretty much handled everything under the sun when it comes to Wells Fargo Bank, from account or transaction review, disputes, general inquiries, technical issues with online banking including registration and billing for credit cards & loan accounts. And as a Customer Care Professional for American Express OPEN(Business) Credit Cards. My main task is to ensure excellent care of our business clients with their OPEN(Business) Credit Card Accounts. I process payments, review transactions or charges, calculate their APR(Annual Percentage Rate) & interest rate for their new cards. We also do upsell and cross-selling as a part of business consultation to make sure that their businesses are growing and both parties are benefiting from it.

    Lastly, I pursued the world of e-commerce and became a community support representative & escalation specialist for eBay North America & United Kingdom. I carry out tasks involving listings for sellers, mediate disputes between buyers & sellers, account creation & conversion to selling accounts, assist buyers with their purchases, and more, before I got promoted and became an escalation specialist. My main task with this role is to simply take care of escalated situations and make sure it's properly handled. I also do some floor support and skills transfer to other agents. These are my more than 8-year working experience in the BPO Industry. Now, I have a part-time job as a sales representative for an e-comm floral company and my main task is to convert calls from inquiries to sales. And I also help my Mom as a bookkeeper on her Lending/Financial Business. But before all this, I used to be a freelancer doing document conversion from word docs to PowerPoint presentations and Lead Generation Specialist."