Margielyn

My name is Margielyn V. Sala, but you can call me Marj. I’m 27 years old and a proud graduate with a Bachelor of Science in Social Work. While my academic background is rooted in service and advocacy, my professional journey led me into the BPO industry, where I’ve gained over three years of valuable experience—specifically in the travel sector under the Expedia-Amex account.

I began my career in a voice role, assisting customers with booking flights, hotels, and car rentals. I was also responsible for handling cancellations and modifying existing reservations. Through this role, I became proficient in using the Global Distribution System (GDS), particularly the Sabre tool, which we used to manage flight-related services.

I take pride in my work ethic, perseverance, and commitment to growth. When I first joined the account, I was considered an outlier. However, through consistent hard work and a drive to improve, I gradually rose to become one of the team’s top-performing agents. My dedication did not go unnoticed—I was later promoted to a back-office role.

In this non-voice position, I primarily handled customer concerns via email using Salesforce. My responsibilities included sending itemized receipts and confirmation emails, as well as resolving more complex cases that were escalated from the voice team. These cases often required in-depth investigation and follow-ups with customers through either email or phone, ensuring we provided clear and satisfactory resolutions.

The experience has not only sharpened my communication and technical skills but also strengthened my ability to adapt, solve problems, and remain calm under pressure. It also instilled in me the importance of empathy, attention to detail, and accountability—qualities I now carry into every task I take on.

While I may be new to the virtual assistant industry, I believe my background in customer service, along with my ability to learn quickly and work independently, makes me a strong candidate. I’m excited to take on new challenges and transition into a role where I can provide reliable, high-quality support remotely.

I firmly believe that with dedication, humility, and hard work, anyone can grow and succeed—and I’m ready to do just that in this next chapter of my career.