Tell me about a time you went above and beyond for a customer or client.

Situation

I was a support associate for a midsize business banking client who was having trouble setting up their online treasury portal. The system kept timing out and their finance team was getting frustrated.

Task

I needed to resolve the technical issue quickly so the client could start processing international wire transfers that same week to meet a supplier deadline.

Action

I stayed on the call for an extra 45 minutes, walked the client step by step through clearing their browser cache and disabling pop up blockers. When that still didn't fix it, I escalated the ticket to our IT team with a detailed log of error codes and timestamps. I also sent the client a personalized quick reference guide I created with screenshots in Tagalog and English to make the steps easier for their staff.

Result

The portal was fully functional by the next morning. The client emailed my manager to say I saved them from a penalty fee on their supplier contract. I also received a recognition award from our team lead that month.