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Tell Me About Yourself

Hi, I am Tristan. I prefer to be called as TJ. I think that sounds much
friendly. I am an undergraduate of Bachelor of Secondary Education Major
in English minor in Mandarin. I am, should I say, a young achiever it was
actually reflected when I was still studying. I finished both my basic,
secondary and senior high school education with distinct recognitions for
academic and leadership excellence.
Back then due to shear poverty, living with a father who’s jobless for more
than 40 years, the responsibilities of fostering us was shifted on to my
mother’s shoulder. She had to support my other 7 brothers and 5 sisters all
by herself. For that being said, the situation drove me to aspire to help my
mother supplementing our basic necessities and for me to be able to do that
I had to forego college and tried my luck to BPO industry. The nagging
doubts and worries did not overshadow my aspiration to challenge what
they called fate and I decided then to jive in, to working as an agent
considering the fact that only the call centers which can provide equal
opportunities and career growth to an undergrad like me, thus I opted to
work in Sitel Philippines as my first ever BPO company.
With God’s grace, I have been working in Sitel for almost 2 years now until
I reached the point where which I had to make a great decision which is to
tender my resignation from my beloved company. [Yes, you heard right.] I
am rendering 30 days as part of the separation process. But, I’d like to
share with you my wonderful journey with Sitel. Apparently, in short span
of time I rose from the customer support representative ranks on a
blistering pace because of my remarkable and outstanding performance.
I’ve been a Tier 1 agent for less than 9 mons and then I was then chosen to
be part of a specialized team formed by our clients which this team was
comprised of Specialists who could be considered somewhat like level 2
agents. I’ve been part of that team for 7 months. Afterwards, June of this
year it was an honor and privilege to be promoted as an SME or Subject
Matter Expert or known as mentor. As a mentor I am automatically become
part of the LG Executive Services Supervisors Team. We are tasked to take
escalation calls basically. What made my role being a bit challenging is that
as a mentor I had to handle certain Teams to which I had to provide
support and assistance with. Concomitantly, I had to answer agent’s queries
and help them as to how to handle and manage calls which might turn out
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to be an escalation. If customer demanded to speak with a supervisor or

manager or they wish to talk to someone higher like someone in a corporate
office or which case includes threatening to file law suit or will take
necessary litigation or either customer’s requests are beyond policy then
that would bound us to take that call.
Aside from that, being a mentor or team lead I am expected to and
committed to provide further assistance and support to Coaches that
handle the teams assigned to me in improving holistically agent’s
performance. It is by but not limited to doing call capture process or call
listening, providing feedback to the agents for their opportunities and
issuing coaching logs eventually. I had to make sure that agents are
updated thus aware of any changes to service process and policies through
encouraging them to maximize their tools and resources for them to be able
to address customer’s concerns and issues and will be able to create good
customer relation. In that way, we will be able to prevent customers from
escalating. But above all with these collective efforts in return, it will be a
great help for the agents hitting their KPI’s as well.
I can say that I will be leaving a meaningful contributions not only to the
escalation team in general for these initiatives that were put in placed or in
fruition but also to the agents as well perhaps both direct and in direct
ways. If I may just say, my calls both for Tier 1 and for SME calls are being
shared to agents and being used to new hires trainings so that they can
replicate my best practices and also I had given sample verbiage to agents
as to how to position resolution statements to the customer effectively.
In addition to that, my leadership experience was replenished as I was
given access to systems and tools which enable me to communicate with
our Clients directly and allow me to reach out to different off shore
department heads to gain further assistance in getting sophisticated cases
resolved. I was bestowed with authority to grant approvals to monetary and
concession requests. With that, I took an advantage to propose, present and
suggests modifications to conventional escalation processes and these are
being benefitted by my colleague now.
Indeed, my tasks that I so far accomplished are on absolute intricacy and
tough but my experiences and all the things I learned from it – from my
previous company are worthy and fulfilling. It gave me a wider and holistic
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grasp of what constitutes a great customer service. These experiences and

learnings of mine that I gained, I think, would be beneficial in contributing
positively to your company should I be very fortunate to be hired.
Why Did You Leave Your Previous Job?
To be honest, this will not be my first attempt to resign from Sitel. It might
sound negative to you or for some but I do appreciate if I can explain the
reasons why. 25th of March when I submitted my resignation letter to my
Operations Manager and to my coach. But after my coach talked to me like
heart to heart talk I understood that, that’s not the right time to separate
because the account with which help me in all possible aspects *I am
referring to LG, was on a red zone or in critical status. The service level has
continuously dramatically failing and Customer Satisfaction Rate has been
fluctuating. For that instance, we must keep a strong bond to save the
pioneer account from possible withdrawal and to sustain progress over with
other vendors. I completely understand that my decision to stay won’t bring
enormous impact but at least one head will be a help to meet the target.
Good thing, we survived. Status of our account seems stable now due to our
collective efforts. Since then I had realized the concept of operations,
management and balance. For the record, I love and enjoy my position in
Sitel as Mentor or Team Lead. Indeed I appreciate my previous company
for helping me realize my full potential, to nourish and develop them and
for instilling values which will be essential in contributing sustainably to
the customer service field. Likewise, Sitel absolutely enhanced my
leadership skills and had embedded a strong foundation in me on how to
properly carry myself in interacting to agents, communicating to
management and to professionally engaging to clients. Hence, I think I’d
like to believe that it is part of our nature that time has come that I realized
that for full grown and personal development, I should move out of my
comfort zone and look for company which will put my abilities and skills to
best and maximum used and I knew that Sitel did it, it such that I’d like to
explore different thing, you know something new , something that would
really challenge the limits and boundaries of what I can do. But as I made it
evident, I had a great record in terms performance reviews and has strong
work ethics that I’ve manifested in my previous company. My former
coaches and operation manager can attest to that and that’s the reason why
I preferred putting them on my character reference.
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I submitted my resignation letter last 7 th of October then it was approved by

the Operations Manager on the 8th. So since I will be rendering 30 days for
the separation process my employment to Sitel will be nullified on the 7 th of
November as confirmed by our HR General.
Why We Should Hire You?
You should hire me because I am bold and inquisitive person or at least on
this case is a candidate right. I want to refrain myself exaggeratively being
vocal to what I have achieved or heavily referencing on my experiences.
Perhaps, it might be an edge on this instance but nonetheless can’t be a
license to claim that I am the most experienced candidate or applicant
because there must be someone out there who has an impressive BPO
credentials that I am. But I can say, that my experiences in Sitel being my
first home is sufficient enough to say that I had an overview of what
customer service really is. I had given a chance maybe not to explore
completely all the circling loops of customer service field but I took a
glimpse at least on how certain things and stuffs work in the production.
Being bold and inquisitive for me are major pillars of good customer
service. Undeniably, I can’t help but to keep pondering and thinking of
things that challenge my interests and curiosity. This trait of mine has
boosted my willingness and eagerness to learn until my curiosity is fulfilled.
Eventually, it drives me as well to thrive more to reach further goals. I
strongly believe that these are essential to providing exceptional customer
service. My experiences thought me that customer service is being able to
resolve customer’s concerns and issues and increase if not at least maintain
customer’s faith and loyalty to the product or services that I represent or I
provide by ensuring company policies are not being compromised or
jeopardized. But an excellent customer service is not delimited to just
addressing customer’s concern but it could be achieved by leaving long
lasting good impression or satisfaction to the customer and that would only
be become possible by going above and beyond of what you think you are
capable of doing, I mean doing an extra mile. Doing something which is not
part of a requirement but seem necessary to perform on that case to reach
the rightest and best possible resolution. In this way it would make
customer’s feel being valued, being heard and being treated as our top
priority. Above all, I had embraced the thought that excellent customer
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service is the upmost level of quality of service and experience we provide

before, during and after a customer purchased/availed the products and
services that we are offering and being bold and inquisitive can help me
build trust to the customer and wow them!

Compensation is also important to me. It reflects the value I deliver to the

company and to the customers. I am less focused on that though. It will
always follow as long as I keep my skills set sharp and in demand which to
me, is the most important thing.

Why did you choose our company?

Based on my research your company values associates or agents’ welfare.

You have a well conducive and friendly environment. Aside from that, your
company is indeed established its name and considered one of the fast
moving BPO company. And the most important thing is that the values that
your company has embodied perfectly suit a sustainable company that I am
looking for.

Where do you see yourself 5 years from now?

I can definitely say that I see myself for the next 5 years being a highly
skilled agent and if I’m qualified enough then I will probably aim for a
promotion.

What is your strength?

My greatest strength, I think is I have unyielding courageous spirit which

can be observed naturally with how I speak, how I explain and share my
perspectives and how I act and perform. But I am not infallible and has
never been argumentative when someone’s opinion or perspectives not seat
well to mine. It has been my practice to show outmost courtesy and
patience, listening with proper composure, to others, who might have
opposing views than I am and I am indeed susceptible being corrected
because I truly appreciate a genuine effort to help me address my
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opportunities. Someone told me that I don’t have to be the best at all times.
What matters most is that, what we are doing to become better each day. I
had to admit that ever since I started my venture in BPO, I have been trying
my very best to collect important pieces to compose a better version of
myself. Like all of us, I failed. I made mistakes often times. I messed up
with some stuffs. I then moved on and definitely learned something from it.
Perhaps, there still doubt, fear and reservations within me in stepping
forward and in making big decisions to my life but my willingness to
treasure the trust and support of those few who endlessly believe in my
potentials and what I can become is greater. With that kind of thinking, it
fuels my spirit and dedication to always challenge what some called “the
standards”.

What is your weakness?

My greatest weakness as I have noticed and observed is that I have low

tolerance to impartiality, prejudice and biases. I strongly believe that every
one must be treated equally and there has to be no standard to uphold
equality and equity. I know for the fact that there is a misconception that
these elements (impartiality, prejudice and biases) can be found and exists
anywhere thus are inevitable specifically in any work field. So far, in this
day and age when everyone seems to have an opinion, convictions and
beliefs and when great institution are recklessly maligned and ridiculed I
am confident that the BPO will remain fair and just because the main
antidote to prejudice and impartiality is acceptance which BPO has never
denied the public. Because if they did so, no undergrad folks, no disabled
people and no unfortunate ones have ever been given a chance to become
an agent.

What is the most difficult situation that you handled in your

previous job?

I must say that on my role as escalation supervisor as how we present

ourselves to the customer over the phone, all calls endorsed to us, calls that
we took over and cases we handled must be difficult because you know the
customer will not wish to speak to us if for the first place if their demands
or requests are something that level 1 agent can grant or suffice. But to
answer this question, considering the most ideal and practical work
arrangement or set up we have right now due to these unprecedented times,
I have been working from home since July of last year. I had spent a short
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time working in the center or office. Since then of course, I think you would
understand as well that despite of the so much advantages of working from
home there always have been challenges that come along with this set up.
What makes it a difficult situation in some sense is that we or I have to do
things remotely. In return of the relief and comfort of working from home,
agents must ensure same quality of performance and should strive hitting
their KPIs regardless of adversities transpired by some uncontrollable
factors. On my case, when I was promoted as SME or team lead I had to
make sure that I keep communication and lines opened and interactive for
my agents, that I still able to make myself available and reachable at all
times to provide them full support and assistance. Plus the fact, I find it not
so difficult but should I say challenging on how I’ll be able to present
myself and carry out the expected tasks and roles of an SME without any
hesitations and excuse my self from any skepticism or intimidation as I am
the most junior and less tenured team lead. I would like to say as I
experienced, as long as you show truthfulness, compassion and genuine
purpose and intention to help, I’ll able to gain respect and cooperation from
the people that I’ve worked with.

Why We Shouldn’t Hire You?

You shouldn’t hire me if you don’t want to employ someone who is
outgoing, someone who is always positive and someone who dislikes
negativity.
I don’t want to work for a company where people are not focused on driving
things forward and embracing changes positively.
With me, you will be hiring someone who is passionate, committed to
work, and enthusiastic about the future and someone who doesn’t want to
sit still and wait things to happen.
I want to be challenged and pushed in my work and feel that I am
contributing to something exciting and positive.

RED – Think of red as something warm and nourishing. It is what you feel
when you’re warming yourself up by a fireplace or when you’re sipping a
hot soup on a rainy day.
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It is the sense of security you felt when, as a little child, you were startled by
the thunder and your mother rushed to hug you. It could also be a lover’s
passionate kiss. Red is love.
GREEN- Is the melody you hear when you’re in the middle of a forest. It’s
the singing of birds, the fresh air you breathe, the murmur of a river. When
you’re stressed, these melodies will relax you because green nurtures life.
Green is slow but it moves with purpose. It’s gentle yet powerful. Where
there is no green, it’s hot, dry and dusty. Green is life.
BLUE – Is the feeling you get when you’re having a message while listening
to your favorite music. It washes away your stress and lets you live in the
moment.
Blue is also confidence. When you’re certain that you can do something
exceptionally well, that’s blue. You become cool, calm, and collected. In
short blue is tranquility and confidence combined.
BROWN – Is that peace you feel when you’re indoors and curled up with a
warm blanket while at outside, the storm is raging. You think you ought to
be scared but you’re not because you feel warm and safe inside your own
home.
It’s also the feeling of belongingness when you’re laughing among friends
and families. Brown is security and stability.
YELLOW- Think of yellow as the explosion of taste in your mouth when
you sip a glass of fine wine or eat a well-aged cheese. It supports growth
and metamorphosis so that grapes turn into wine, milk into cheese and
caterpillars into butterflies.
ORANGE – Imagine holding a freshly picked orange. Now, smell its aroma
and taste its flesh. That’s how the orange color looks like. It is sour, yet
sweet.
When you think of orange, think of the most talkative yet most likable
person in your life. Orange always makes itself known. It’s never shy, nor
dull.
PURPLE – Imagine soaking in a warm bath infused with lavender oil.
That’s purple. It’s richly scented but never overpowering. Feel the touch of
a velvet fabric. That’s purple too.
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It’s comforting and relaxing and helps you sleep after a long day.
PINK – Imagine touching the skin of a newborn baby at the back of your
hand. That’s how pink feels like. Or imagine eating a freshly baked salmon
or a medium-rare beef steak. It’s tender, soft, and juicy.
Pink could also be passionate but without the overbearing dominance of
red and orange.
WHITE – Is the sound of a gentle breeze blowing through your hair. It’s
the melody that milk makes when it’s being poured on a glass. It’s the smell
of freshly cooked rice.
GRAY- Is the sensation of dust and sweat clinging to your body when you’re
riding a jeepney on a hot summer day. It’s the smell of mold in an
abandoned building. It’s the emptiness you feel when you long for someone
who is no longer there.
BLACK - Is the rich taste of chocolate in a hot champorado. It’s the smell
of fresh rain on fertile soil. It’s the heaviness of your eyelids and muscles
when sleep is about to come.