Sarah Tutanes – Customer Service Representative

Hi! My name is Sarah Danielle Tutanes. In this profile, I will tell you about my journey.

I obtained my Bachelor’s degree in Psychology as a Cum laude from a state university. Having spent my college years studying Industrial and Clinical Psychology, I was able to enhance my skills and knowledge in creating healthy and meaningful interpersonal and professional relationships. In my affiliation with various university organisations, I acquired some essential skills as well, such as video and photo editing, event organising, collaboration, and leadership skills.

During my last semester in college, I was able to experience working in Human Resources for half a year. There, I spent my days gathering and processing contracts, non-disclosure agreements, and other essential documents pertinent to the onboarding of new hires. I was also responsible for updating and protecting their employee profile using various Client Management Software (CRM). Some of the CRM software that we used are Oracle, Taleo, Service Now, and Salesforce.

After college, I went straight to working in the BPO industry. Initially, they assigned me to a travel account where I gained more technical and auxiliary skills. My role in this account involves duties such as communicating closely with hotels, travel companies, and third-party vendors through phone calls and emails. On a daily basis, I receive about 100-200 inbound calls with relation to my clients’ travel history, itineraries, hotel and car bookings, and other travel-related queries. In this job, I was trained to use CRM software such as Atlas, Salesforce, and Service Now in updating our database. I also learned how to manage my emails, transcribe conversations, gather and analyse data given by our clients. Soon enough, my then Senior Account Manager discovered my skills and offered me a position in another account.

I was transferred to an account that operates under a large European pharmaceutical company. They offered me the role of a Virtual Medical Representative. This job involved a comprehensive set of training and evaluations. As we were entailed to handle medicines and vaccines, it was important for us to be trained thoroughly with a wide range of medical and sales information. I communicated constantly with medical practitioners and discussed with them our brands and products through phone calls, emails, and video conferencing. A large portion of my job was dedicated to lead generation, teledetailing, and telemarketing to these medical doctors. I was also responsible for protecting and updating our database of doctors as we were handling some of their sensitive information.

Over the two years of my professional journey, I gathered significant technical knowledge and practical life lessons which helped me exercise my ability to provide quality service. Ergo, I discovered that my greatest asset is my love to serve. In those couple of years, I learned that punctuality, the ability to be disciplined, and being a team player is a must. It is necessary to be humble and to always learn from the people I communicate with in order for me to create a purposeful relationship with my clients. I also discovered my passion for giving utmost care for details, figures, and situations which keep me highly motivated about doing the best work.

Among all these skills and abilities, the most valuable skill that I can say that I am proud of is integrity: doing things that I am supposed to be doing even if no one else is watching. Having worked in a remote set-up for a year makes me confident enough that I am reliable and I have a good working attitude to take on to do the tasks and projects assigned to me.

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