Eliza Carmelotes – Customer Service Representative

I am Eliza Mae “Liz” B. Carmelotes, 28 years old, a mother of two beautiful and girls and a fur mom to an adorable Labrador Terrier mix.

I graduated way back 2012 with a degree in Bachelor of Science in Hotel and Restaurant Management. Great course, right? Yes for some, especially for my parents, but not for me.

I say this since it’s just a course that I’ve chosen just to get over college with a degree and nothing else. Yes, irresponsible, but let me tell you, I’ve enjoyed and have learned a whole lot while studying that course.

Having graduated from a course that I don’t really like, I’ve decided to do what I love most when it comes to finding a job or a career path. I really LOVE anything and everything about the English language. Ever since I was young, learning to converse and writing using the said language was something I’d really enjoy doing so I went ahead and joined the BPO industry just a few days after I’ve graduated in college.

For almost 3 years, I worked as a Market Research Interviewer for SSI Phils., now Dynata, and called households in the USA. The purpose of the call is to gather opinions from people living in the US about politics, the environment, mental health and anything under the sun. We take their opinions, type them verbatim and save the data for our clients to use for only-God-knows-what reasons.

While working in that company, I was given the chance to do a bit of Quality Assurance work wherein I check on the quality of the calls interviewers have done and to see if the data they’ve gathered were accurate. After doing so, providing feedback and coaching to interviewers to give them insights on what they did well and how they could handle their call better.

I’ve loved doing that job way back, but I knew I needed to grow and learn more so I joined Teleperformance as an AT&T Billing Chat Customer Service Representative late November of 2014.

What I did was answer chats related to billing concerns and try to pitch in sales by promoting the subscriptions and deals AT&T had way back. I have to be honest and tell you that I loved doing that type of work since let’s face it, non-voice jobs give you more time to gather your thoughts before even letting your know of your possible resolution. Also, being a billing representative made me exercise my Math skills in ways that I couldn’t imagine doing.

While working in that company, I was also blessed to be a Subject Matter Expert for the account. I help out representatives to handle their chats well with quality and grace as well as prioritizing what AT&T wanted way back.

April 2015 came and I have decided to say goodbye to the BPO world and try my luck in online freelancing or having to work online.

As a newbie, I taught Japanese students in Rarejob since I was an online English tutor for them. I did not really last that long working for them, but I loved the fact that I was able to learn the culture in Japan just by listening to my students and they have learned the Filipino culture as well as I was open about it.

Fast forward to a few weeks after resigning, I found a job posting in Craigslist that they’re in need of an Online Reservationist and that the client is based in the USA. I immediately sent in my resume and an audio recording of myself, got hired and stayed with them from April 2015 to Feb 2020.

Leaving ProReservations was not a choice that I made, but the pandemic happened and my client’s business was one of those that suffered. I really couldn’t ask for more since my job was just to take in calls and emails and place customers’ transportation reservations, valet services and airport to and from in a booking system. It’s also worth noting that my employer was the kindest and most understanding when it comes to dealing with us, his employees. I really owe a lot to him up until now.

August 2020 came and I got hired again as a Customer Service Associate for Helium 10. In this company, we assist Helium 10 users with anything and everything TECHNICAL related to their account. Also, in this job, we do all the customer assistance, bill handling and tool troubleshooting via chat in Intercom or email in Zendesk. I found that job challenging since it’s the first time that I’ve handled a technical-related account, but since I was determined to learn, things got better as time passed by.

You may wonder, a mother of two and a fur mom to one, how I was able to go about doing all of those at the same being a hands on mom?

The answer’s simple – – moms are superheroes.

We do anything and everything as long as we believe that our kids are already proud of us.

In everything that I do, I make sure that after God and myself, Macy, Mavid and Ash will be the reasons on why I should keep going and assuming that every work or job offer would be mine as long as I try and learn with all my heart.

Thank you and see you soon!

For a copy of Eliza’s resume please click here.