Hazel Lomonsod

HAZEL LOMONSOD OPERATIONS SUPERVISOR - - Bohol, Philippines www.linkedin.com/in/hazellomonsod-4286b31b1 December 11, 1996 SUMMARY My educational background trained me to focus on Public Administration, Public Relations, and Communications. My humble journey begins as a frontliner in the Customer Service Industry for almost 2 years to becoming an Administrative/Operations Support for more than 2 years now. Assisting and coordinating people as well as receiving public's assertions are always my interests. SOFT SKILLS Customer Service Strong analytical thinking and problem-solving skills Written and verbal communication skills Ability to manage multiple projects and adapt to changing priorities Keen attention to details Critical thinking TECHNICAL SKILLS Canva - Boost - Bliss - Salesforce - Chronicle - Zendesk - Guru - NICE Nexidia - NICE Analytics Pure Cloud - Google Workspace - Microsoft Office - Jira - Glowstick - Slack - Zoom - Power BI PROFESSIONAL WORK EXPERIENCE Operations Supervisor TaskUs • December 2023 - Present Manage day-to-day planning and operations of the team; Make sure that each of the Teammates delivers on his/her Service Level Agreements (SLAs) and achieves his/her Key Performance Indicators (KPIs); Organize and handle the team and make sure everyone adheres to their schedules; Train and help in the development of the team by conducting team huddles and coaching sessions; Evaluate the strengths and weaknesses of teammates; Offer solutions for the team’s growth and development; Create reports of the team’s performance and document feedback from the client; Manage issues that might arise, including HR-related ones; Think of solutions creatively; and Act as the liaison between the management and the team. Quality Analyst (BPO) TaskUs • July 2022 - December 2023 The go-to person who supports agents on back-end concerns related to functionality, performance, reliability, stability, and compatibility issues in their day-to-day tools and tasks. The first level of escalation - analyzing and resolving problems, working closely, and in association with other concerned departments. Conduct audits per agent on a daily basis to ensure the quality of work and compliance with processes. Submit End of Shift Reports to support the study, evaluate information, and present analysis. Ensure that client complaints are resolved and not repeated in the future. Attend Weekly Business Reviews with assigned campaign TLs/OMs/Clients, and hold regular calibration sessions with assigned teams. This includes conducting side-by-side monitoring of tasks performed by the agents and providing feedback sessions to both agents and team leaders. Performs any other Ad hoc tasks assigned. Customer Service Representative TaskUs • August 2021 - July 2022 Ride Sharing Campaign Handles the Account & Payment LOB for US and Canadian customers. Provides accurate and timely responses for inquiries coming through a live chat support channel. Meets and exceeds client mandated KPIs (Key Performance Indicators) Advisor II, Sales Concentrix • November 2018 - September 2019 Telecommunications Account Performs data and account investigation for US customers. Receives inbound and/or place outbound calls in accordance with KPIs Manages and resolves customer complaints: upselling, billing, equipment, coverage, and troubleshooting processes. VOLUNTEERING EXPERIENCE Sales Consultant Fortune Agrivet Supply - Jagna Branch, Philippines This is our family-owned Agricultural and Veterinary supplies business. During semestral breaks, I spent most of my time helping my mother in gaining sales. I was taught to be familiar with all the store products, including their pricing, for me to guide the customers. At a young age, for me to be equipped with enough knowledge, I was given the opportunity to attend business meetings, various agricultural and veterinary seminars, educational tours, entrepreneurial trainings, and the like. Office Assistant OJT - Local Government Unit of Dauis, Bohol I helped in preparing payrolls for casual employees. I also provided public assistance in the preparation of business permits and compiled them in chronological order afterward. I drafted several paperworks like clearances, vouchers, etc. Moreover, I responded to queries, like from the media personnel, and performed other related administrative functions. Drafting Legal Documents Freelance Being a graduate of AB Political Science and a former law student, I was trained to draft some of the common legal documents in the Philippines. I often offered this service to my relatives, colleagues, and closest friends only. This may include waivers, affidavits, deeds, and other contracts that suit their needs. Transcriptionist Freelance When I stopped law school, I didn't want my knowledge to get stuck. For me to be updated, I offered myself to transcribe recorded online lessons from different law subjects. Aside from just transcribing them, I also went extra mile to research the jurisprudence and perform case digest for the students to be comfortable in studying their notes. Even before while I was a student, I also offered my service in case digest to the lower years. EDUCATION Bachelor of Arts in Political Science Diploma for Professional Education Holy Name University • June 2013 - March 2018 Graduated, Cum Laude Bohol Island State University • June 2018 - October 2018 Completed 1 out of 2 academic semesters Juris Doctor Juris Doctor University of Cebu • August 2019 - June 2020 Completed 1st Level Holy Name University • August 2020 - June 2021 Completed 2nd Level Events Management Services NCIII CMC Institute of Business • November 2023 Completed REFERENCES MA THERESA JANE BENTULAN ANGELIQUE JOY TUBO Quality Supervisor, Chariot Direct Phone - Quality Supervisor, Chariot Consumer Chat - DARAH RELAMIDA Operations Manager, Chariot Direct Phone and Chat -