December 17, 2021

GREENBACK
Human Resource Team

Hi Team,

I hope you are all doing well.

I have read your job post on Dynamite Jobs and it seems that my experience aligns well with the
qualifications you are seeking. Hence, I am expressing my interest to apply for the Greenback
Expat Tax Services: Customer Support Champion position.

My previous role has afforded me with a superb communication skill, both telephone and in
writing. I am a self-motivated person who is willing to go above and beyond on any of my projects.
I am extremely enthusiastic in communicating with multicultural customers around the globe and
I’m driven to deliver high-quality work which is not only beneficial for me but also to the company
that I am representing.

In addition to my experience and personal qualities, I have a solid educational foundation. I am

positive that you would give me a chance to show you what I could do to help your company and
your customers.

Looking forward to working with your awesome team.

Sincerely,

ADAMS TOM J. SAN GABRIEL

Applicant
Please tell us why your skills and experience can help us and why you'd be a great for the
job. No pressure! We just want to get to know you some more.

1. What types of customer relationship management and/or sales tracking

programs/software have you used?

With more than 5 years of Customer Service experience, I am adept in using different tools
and platforms that would help me resolve customer's concern. Some of the software that I have
used in the past are the following: Salesforce, Oracle Siebel, Oracle NetSuite, Oracle EBS, and
Zendesk.

2. Share an example of a time when you developed a rapport with a customer. What
strategies did you use? How did you transfer the use of those strategies to other customers?

That's when I've received a call from an old lady who has been charged for a monthly phone
bill amounting to 1000+ USD vs. her regular phone bill of 35 USD/month. The old lady was not
aware that she was being charged on a per minute rate on her phone line in calling long distance
service.

At first, the old lady was upset/aggravated on what happened. I immediately asked her if
she has the billing statement handy so we can discuss and resolve her issues. After confirming that
she has the billing statement in front of her, we went on checking every charge, date/time, phone
number numbers listed on the bill. We have identified that the lady is not aware that someone, a
nephew who visited her for a short period of time, made those calls to a different calling area. This
has been confirmed by doing a three-way calling (the old lady, me and the number listed on the
phone bill).

After confirming that it wasn't the old lady who have made those calls, I did the education
part. Since AT&T is very considerate in providing a One-Time Courtesy Adjustment, I tried on
asking my supervisor if these charges can be waived/adjusted for the customer. I explained to her
what really happened and adjusting the phone bill is an option. After obtaining the approval from
my supervisor, I explained to the customer that an adjustment will be made, however, this is only
for a courtesy. Moving forward, should someone use her line in calling a different state, she'll be
charged on a per minute rate plan since she was not subscribed to an Unlimited Long-Distance
Service.

Some of strategies that I have used in handling this specific call were the following: active
listening, proper empathy statement, well composed probing questions, building rapport to
customer, educating customer, setting proper expectation and even providing self-service options.
I always give importance to giving proper empathy statement to customers. It somehow making
customers’ feel that you heard them and that you feel what they are going through. It is also
essential that you build bridge between you and the customers. That’s when you start earning their
trust which I find an important element in resolving customers’ concern. By applying all these
strategies, resolving any queries or issues would just be a piece of cake.
3. Describe a suggestion you made in your last position that had an impact on the bottom
line?

My supervisor had a small talk before with regards to average handling time (AHT). I was
confronted by him because of my high AHT which somehow affected my KPIs. One of the
suggestions that I have given him is that having a low handling time does not guarantee a
customer’s satisfaction as a whole. Good customer service should not be measured on how fast
and how slow you have resolved the issue or concern. We, CSRs, must also focus on other areas
that would give customers a pleasant experience like empathizing with them, building connections
to customers, educating them, setting their expectations and even providing them with self-service
options.

4. What strengths and/or previous experiences do you have that make you feel you would
exceed expectations in this position? In other words, why would you be a good fit for this
position?

I have all of the skills sets and experience you are looking for. I am confident that I would
be a valuable addition to your team. I am an enthusiastic, reliable, and hardworking individual who
has more than 5 years of experience giving professional, efficient, and high-quality customer
service to various call center companies in the U.S. Given the level of experience, my previous
role has afforded me with a well-rounded skill set. I am adept and extremely fascinated in
communicating with clients/customers over the phone and email. I am eager to use any system or
tool that could get the job done well. I am an expert in both escalating and de-escalating customers'
concerns which also helped me develop my logical reasoning and good judgment. I am a self-
motivated person who is driven to deliver high-quality work which is not only beneficial for me,
but also for the company that I am representing and these traits made me a perfect fit for the role.