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Laplink’s Customer Service Center: Behind the Scenes with Roberto Leal Jr.
Staffing around the clock, Laplink Customer Experience Representatives are PC setup pros dedicated to providing how-to guidance on any aspect of PCmover. We sat down with Customer Service Center representative Roberto Leal Jr., affectionately known as Bob or Bobbie, to learn more about what he brings to Laplink’s outstanding customer experience.
Hi Bobbie! Thanks for taking the time to talk with us today. We’re curious: How did you get into the customer service industry?
Roberto “Bobbie” Leal Jr: I’ve been working in customer service for over a decade. I’ve worked for several global companies, and it’s a small world! In fact, I was trained by John Erwin back when we both worked at one of those companies!
How did you come to work for Laplink?
Bobbie: I had decided I needed and wanted to work from home, and one day, I stumbled across a job application for Laplink’s Customer Service Center. I was thrilled when they took me on! Laplink is a wonderful company, and there are a lot of benefits to working from home. It’s more comfortable, yes, but also safer and less expensive. For example, it’s been important during the COVID-19 pandemic. Working from home also assuages my fear of being trapped in an office building during a natural disaster!
What is a successful day for you at Laplink CSC?
Bobbie: Every day I can help customers is a successful day. I make it my mission to win over customer’s hearts, minds, and trust in Laplink and in our products. It’s that trust that builds long-term relationships and encourages customers to get the word out about their good experiences with us. I especially love how happy it makes customers when I can offer the perfect product or solution they didn’t realize was available to them.
What is the biggest challenge you face as a customer experience representative, and how do you address it?
Bobbie: Every now and then, a frustrated customer will call in for assistance and need to vent. Though I know I have the skills and expertise to jump in right away and help them resolve the problem, sometimes it’s more effective to listen to all their frustrations first. After they’ve had a chance to vent, a frustrated customer will often let out a big sigh of relief. And that’s my cue that they’re ready to hear about the solutions I have for them.
What kind of things do you like to do in your free time?
Bobbie: I’m a vlogger! I have a live stream and a YouTube Channel. I’m also a fashion designer. My designs were featured at the New York Pet Fashion Week 2017-18, in the magazine I publish, and even on national TV. I have a passion for makeup and creating drag personas, and I like to sing. In fact, I recently won first place in a prominent singing competition!
That’s amazing! Do you bring any of those talents to work with you?
Bobbie: Yes! My performance experience and creativity are big sources of connection with customers. I’m outgoing, and I love talking with new people. And I’m adaptive, which makes it easy for me to find unique ways to engage and relate. Working from home also supports my creativity in my free time. I spend less time commuting and more time creating!
Get to know us
Laplink Software, Inc. has been a global leader in consumer, SMB, and enterprise PC migration software for nearly 40 years. We have earned the loyalty and trust of millions of organizations and customers worldwide. PCmover software saves time and budget, reduces migration risks, and increases efficiency. Only PCmover’s proprietary technology includes full selectivity that transfers data, applications, and settings from an old PC to a new one, even if the two PCs run different versions of Windows. Laplink Software is a privately held company founded in 1983 and is headquartered in Bellevue, Washington. Need to consult a PCmover expert? Contact us — anytime!
Briana is a lifelong storyteller passionate about authentic, inclusive content. As digital content and communications manager for Laplink, she fosters the human connection in tech through virtual content. Briana’s previous credits include content strategy and creation for Microsoft, Puget Sound Energy, Alaska Airlines, and other household brands. In her free time, she enjoys music, movies, and the performing arts.