TELL ABOUT YOURSELF

I'm Charmilli N. Potestas. I was born in San Juan and currently resides in Tondo, Manila. I am
21 years old. My undergrad course is AB Political Science major in Paralegal studies. I am
currently taking up Law at San Sebastian College Recoletos. My hobbies are rrading books and
watching Netflix series such as the mysterious documentary genre. Hence, interacting with
people and solving their problems is what motivates me. I’m always trying to fix things for
family and friends. Moreover, I seek new challenges and try to think out-of-the-box while
looking for creative solutions to a given problem. Besides the details given in my resume, I
believe in character, values, vision, and action. I am a quick learner and believe in learning from
my mistakes for I strongly feel that this virtue will take me ahead in life and career.

WHY DO YOU WANT TO WORK FOR OUR COMPANY?

During my research and also the influence of my common friend, I discovered that your
company really values training and ongoing learning for your employees, and as someone who
loves to learn new things and be challenged, this is important to me.

WHAT ARE YOUR STRENGTHS AND WEAKNESSES?

One of my greatest strengths is my ability to learn fast on the job and teach myself
different skillsets. Also, I think I have the necessary skills to excel as a call center employee. I
pride myself on my active listening skills, and I feel those would allow me to serve customers
well. Additionally, I am calm under pressure and incredibly patient. Even in a fast-paced, high-
pressure environment, I can keep myself centered and focused, ensuring that customer service
remains a priority at all times.

My weaknesses are: First, I don’t have much experience in customer service, I think my ability
to learn will help me overcome that obstacle quickly. Second, sometimes I'm too focused and
lack of focus. Also, being too self-critical and being sensitive and the last one is that, I take on
too much responsibility.

WHAT IS CUSTOMER SERVICE REPRESENTATIVE ROLE?

A customer service representative should be able to interact with a customer and immediately get
the context of their problem. Customer service reps must take ownership of the customer’s
problem and be the single point of contact for all enquiries related to the troubleshooting
procedure, the expected resolution time, and updates on the progress made. They troubleshoot
problems and see them through to resolution. It’s important for a service rep to follow a
customer-first attitude and leave no stone unturned in giving customers the best possible
experience. Also, Customer service representatives interact with customers on behalf of an
organization. They provide information about products and services, take orders, respond to
customer complaints, and process returns.

WHY DO YOU WANT TO BECOME A CALL CENTER AGENT?

I’d want to become a call center agent because I have the skills to match the ones needed for this
job. I graduated as a political science student and during our on-the-job training, I learned a lot
about communication skills and how to deal with people. As a polsci graduate, I am skillful in
dealing with difficult people and patient in working. In my course, we were taught how to be
good listeners which I know, is a very valuable skill in this industry.

WHY SHOULD WE HIRE YOU?

My skillsets such as my oral communication, creative thinking, problem-solving, flexibility,

equanimity, empathy, and conflict resolution— that will allow me to excel in call center work. I
can empathize with customers and I will listen carefully and try to resolve issues as simply and
effectively as possible. Also, You should hire me because I’m a born problem-solver – I love the
intellectual challenge of figuring out how to fix issues. Part of this is being able to calmly
communicate with clients to gather information about problems.
 VALID REASONS TO NOT GO TO WORK

A. If I am really sick. I will need to skip work to avoid spreading my germs around the office. Of
course, if I just have an average head cold with a slight cough, i can probably stand coming into
the office.

B. If I have a family emergency. These are the kinds of situations you don't want to lie about
because lying about an emergency like these is unacceptable, but if it's a real situation with
which you're dealing, this is a fine excuse to get out of work.

C. If I am experiencing serious commute complications.

Commuting complications are, oftentimes, not in your control. Perhaps the bus broke down, or
the train was experiencing delays or there was an accident on your route and there's bumper-to-
bumper traffic.

D. Due to fortuitous events such as floods, typhoons, fires, pillage or disaster and some
unexpected circumstances are totally out of my control.

WILLING TO WORK ON NIGHT SHIFT?

Yes. I am willing to work on night shift for it will be convenient for me since I'm
student, my class will start on 5:30 in the evening so that my focus and the
momentum will be continuous until my working hours.

IF YOU WERE ON A CALL WITH AN ANGRY CUSTOMER, WHAT

WOULD YOU DO TO DIFFUSE THE SITUATION?

If a caller was angry, I would first focus on remaining calm and professional. That
way, I can hear their concerns fully and from a place of empathy. I would listen to
what they have to say and affirm that I understand their needs by paraphrasing
what I’m hearing. Along the way, I’d ask clarifying questions while reassuring
them that I’ll find a solution. My goal would be to gather meaningful details that
can lead to a resolution while ensuring the customer felt listened to, as that is often
enough to diffuse the situation.
 3 REASONS WHY YOU WILL STAY IN THE COMPANY?

1. There's a work-life balance enviroment.

2. Career Growth
3. Competitive Salary

HOW YOU HANDLE STRESS FROM WORK?

I handle stress as a motivator for me. working under pressure has taught me how to
prioritize and balance my workload. In law school, we have to read hundreds of
pages and cases that are composed of minimum 10-page each because every day in
law school is a recite day, so I have to read everyday with different subjects. By
that, I have a time management, prioritization in my backlogs and have a discipline
when I know stress would hit me.