Hazel Impas

HAZEL T. IMPAS --Upper Calma, Calape, Daanbantayan, Cebu 6013 ABOUT ME Dynamic and results-driven Customer Service Specialist & Virtual Assistant with over 10 years of experience in customer support, client relations, and service excellence. Adept at managing high-volume customer interactions, resolving issues efficiently, and optimizing workflows for improved client satisfaction. Passionate about delivering exceptional EXPERIENCE customer service, process improvements, and business growth. 2020 - PRESENT Supporting Enterprises CUSTOMER SERVICE REPRESENTATIVE | YOTPO Advocates for customers by identifying pain points and ensuring timely resolution. Optimizes customer experience by leveraging data analytics and performance metrics. Exceeded customer satisfaction goals, improving response time and issue resolution. - GEN VA | APPOINTMENT SETTER | FREELANCER Identifies and qualifies potential clients, setting up sales appointments. Develops lead-generation strategies that increase conversion rates. Provides business support services, including CRM management and administrative tasks. JULY 2021 - DEC 2021 Urban Mood E-COMMERCE VA / CUSTOMER SUPPORT Managed Shopify product uploads, inventory updates, and image resizing. Coordinated customer deliveries, ensuring on-time fulfillment and satisfaction. Improved customer engagement by proactively requesting feedback and reviews. MAY 2020-OCT 2020 REAL ESTATE VIRTUAL ASSISTANT | FREELANCE Conducted cold calls to generate real estate leads and nurture client relationships. Scheduled property viewings, managed CRM, and coordinated transactions. Successfully increased qualified leads through strategic prospecting JAN 2015 – JAN 2019 Accenture Inc. SERVICE DESK ANALYST Managed end-to-end service requests and incident resolution for enterprise clients. Served as Point of Contact (POC) for new hire training and quality assurance. Assisted in ticket jeopardy management, reducing backlog. JAN 2015 – JAN 2019 Convergys CUSTOMER SERVICE REPRESENTATIVE Provided tier 1 and tier 2 customer support, handling escalations professionally. Resolved complex inquiries, resulting in an increase in customer retention JAN 2015 – JAN 2019 Proconnect Tel. Inc. (VOIM English) ESL TEACHER & TEAM LEADER Provided tier 1 and tier 2 customer support, handling escalations professionally. Resolved complex inquiries, resulting in an increase in customer retention EDUCATION 🎓 University of Cebu - Banilad Bachelor of Science in Nursing | 2008 CERTIFICATIONS &TRAINING ✔ Lean Six Sigma (Yellow Belt) – Process Improvement (2015) ✔ ITIL V3 Certified – Information Technology Infrastructure Library (2015) ✔ Supervisory Training 101 TECHNICAL SKILLS Skilled in lead generation using Drippi and other scraping tools. Proficient in PipeDrive, Trello, Asana, Monday, Notion, and Google Sheets for CRM and sales pipeline management. Experienced in Slack for team communication and collaboration. Strong appointment-setting and prospect nurturing skills. Familiar with Gigradar for automated lead tracking.