Laser Solano – Customer Service Representative
A lot of clients are looking well-experienced and almost but not near to a perfect VA based on what they needed. Laser is an experienced Customer Service Representative and Cold Caller. He also do some simple tasks before that made him realize that he can do things that are outside his knowledge.
Laser started as a tier 1 customer service representative with a BPO company, taking inbound calls for sales and customer service. After a couple of months, he was promoted to Online Solutions on a tier 2 level, where he takes complaint calls for customers and providing the satisfaction that they are looking for. He applied for the position of a mentor, passed, and was profiled as a coach.
From the Online Solutions team, he was promoted to Customer Solutions where not only problems with online orders are being dealt with but also store issues, complaints, and concerns. Laser got a chance to handle a team for a month due to a health issue by his Team Leader. In the span of one month, he was able to almost pass all metrics but with that being said even has higher KPI’s than experienced coaches in the department. He also experienced being a Quality Analyst for a month, making sure that the calls of employees would be on the level for clients to know that everything is going smoothly from handling calls.
In 2019, Laser resigned due to a very toxic environment and started his journey in freelancing. He started to work with an Australian-based client first doing outbound calls to businesses that might need the service of a call center team. He was then transferred to inbound calls for a Locksmith account providing jobs to technicians in the area of Victoria, Australia. After more than a year, he was promoted as an Assistant Manager and also a Manager to handle simple and basic tasks for his client like performance check, attendance, system and also calling leads who wanted to avail their service and also selling sim cards over the phone. Laser also have an experience for 7-8 months doing cold call for real estate business/company.
With those experiences combined, even though I never experience yet being a non-voice/voice/combined VA, I can safely say that being a rookie is a challenge for me to show clients that I have that attitude to push myself to the limits, learn from new things and improve more on what I do. Like they say, “It takes 2 to tango”, where if only one is willing to learn, share ideas and commit to the work then nothing will happen. Regardless if the VA is a rookie or tenured already, they still need a LEADER to guide them and that is where I am right now, that even though I just have simple and basic skills is I am willing to learn, improve and contribute also to the industry.
From work to a family-oriented guy, that is Laser. He always spends his time with his wife and 3 daughters because time is gold and we don’t when know will we be able to meet our finish line, so while he is still good and able, he spends his time with family. He also provides a little bit of time for himself and with his wife, but the majority of the free time goes to the whole family. Laser is a type of person that never quits, loves challenges, and always makes sure to learn from mistakes or anything that anyone teaches him anything about work.
For a copy of Laser’s resume please click here.