• VA Profile - Zerizzah Reynoso



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


    You can just call me Zee. I have 9 years of experience in the call center industry. I started as a Technical Support Representative with Xerox Corporation in Northern America for 2 years. We handle our customer’s technical issues over the phone and by email, from the smallest photocopying machine to larger ones. We asked for specific problems or issues they’re having, for example, faded, streaking, blank printing, or most of the time paper jam. Once the issue was established, we will look at it in our Knowledge Base for the correct procedure to fix the problem. We also run diagnostic tests/printing and there will be a specific code generated, we can get that from the customer and run it to our Knowledge Base. Aside from that, we offer supplies that can be used in the machine-like liquid and solid inks (toners), fuser kit, drum, or anything that can be refilled and replaced by the customer and will be added to our sales. If the solution that we provided doesn’t work, we will schedule an onsite technician to head to their location. Everything should be documented so that when a customer calls for the same machine another Technical Support Representative would know what happened and the Technician that will head on to the site has the knowledge on what to do and can bring the tools necessary for the machine in advance.

    After more than 2 years in Technical Support, I was chosen by my manager to be transferred to a Healthcare account which is Aetna Nationals, one of the largest US Health Insurance companies. They needed someone who already has great communication skills and experience in the call center because the account was strict at that time and they didn’t allow newbies to handle the clients. It took 4 months of additional training with our supervisors. We started the HIPAA compliance training, policies, and benefits, claims, precertification, and the tools we need to use. Since we handle the National Account, it means that we cover employees under big companies. About 1000 or more employees per company. Examples are IBM, Farmers Insurance, Starbucks, Meritain Health, etc. During open enrollment either per Calendar year type or Plan year, we make sure to provide the best option for our clients that meets their budget. We provide them with the included medical benefit, participating providers, RX benefits, and dental benefits and encourage them to register in our online portal once they have already chosen a plan with us.  

    We assisted our policyholder and their family in lots of ways, like looking for their participating providers and then warm transferring them to their chosen provider so they could set up an appointment. Check if the procedure that was prescribed by the providers is covered under their policy. Explain how their claim was processed, but of course, on this type of information we don’t give it out unless we have the patient on the line or they can give a verbal authorization to speak to their representative.  Provide their benefit if they’re responsible for a copay or deductible. Basic information about their prescription and dental plan can also be provided but if they are checking for their claims, we need to transfer them to the correct department. Pre-certification or Preauthorization if needed we explain the criteria that need to be met however, we do have a dedicated department if they want to initiate a request for a certain procedure. We also call other medical insurance if there’s a coordination of benefits involved in the account especially claims. We cover auto-related accidents, if it’s a worker’s comp we transfer them to their Benefit Center for further assistance. After working for 3 years as a Health Concierge I was promoted to a Subject Matter Expert. As a Subject Matter Expert, I handle more than 16 agents. There should be 2 coaching per Month, per agent. Call listening every day on those agents that I handle. Send scoreboard/tracker every day which includes their AHT, Attendance, FCR, and NPS. Every week I send their external QA. A week before the month ends, we will be going to pull out agents that might not pass their KPIs and do coaching and call monitoring the whole day. I also took Supervisory or Manager’s calls if needed. If there’s a high call volume, I will take in calls like an agent. During the pandemic, we were working at home, and technical issues are unavoidable. At that time, I was tasked to handle technical issues like if there’s no voice or audio in their softphone Avaya. If they cannot connect to our web-based application. If the technical issue needs to be attended to by an IT, I will call the local IT department for the agent who needed assistance. I also handle process training for newly hired agents. Every day I will send feedback to their trainer and do coaching as well. After 3 years of being a Subject Matter Expert, I resigned from this position last July of 2021.

    Last May of 2022, I took a part-time sales representative job with AGD. We offer and sell different types of services. Replacement of car windshield, window tint, residential tint, power windows, etc. they can be paid through credit card or by their automobile insurance. We used Salesforce, Mainstreet, Nord VPN, Google sheets/docs, and Ring Central since this is a direct US client. What I really enjoyed about these jobs is the experience, I learned a lot and this can be applied to my day-to-day living. The feeling that you can help those people in their need even if it’s just over the phone. The commendations, praises, and good words you can hear from them, that’s priceless. I learned to be more patient even though someone is cursing and shouting at you even if it’s not your fault.  Stayed humble and let them vent out. At first, it can really make me cry but as time goes by I get used to it.