Hazel C

Highly organized Administrative Professional with expertise in documentation management, workflow coordination, and operational support. Known for exceptional attention to detail and a strong commitment to integrity in all tasks. Recognized for precision, accuracy, and the ability to streamline processes in fast-paced and remote environments. Delivers consistent, high-quality administrative execution while maintaining efficiency, accountability, and cross-functional collaboration.

Vendor Services Administrator at NContracts / Outsourced Quality Assured Services, Inc. (2024-06 – Present)

• Managed vendor documentation and accuracy checks
• Updated compliance files and maintained confidential records
• Handled follow-ups with internal teams and external vendors
• Assisted with risk reviews and administrative support tasks
• Delivered high-quality documentation and consistent organization

Team Mate / E-commerce Support Specialist at TaskUs (2023-05 – 2024-04)

• Supported merchants on setting up and managing their online stores via chat/email.
• Provided applicable coaching for business needs depending on their analytics report
• Completed follow-up documentation after interaction and forwarded to the correct department if needed
• Identified and resolved issues targeting at least 95% First Contact Resolution (FCR) to guarantee improvement in overall merchant satisfaction and reduce customers at risk

Aspire Quality Analyst at IQOR Clark (2022-09 – 2023-03)

• Utilized data and MS tools to enhance team decision-making and strategy
• Monitored agent calls/chats and provided valuable feedback to their team leads and partner managers for improvement

Aspire Trainer at IQOR Clark (2021-06 – 2022-09)

• Delivered training and refresher sessions aligned with processes and service standards, ensuring agents followed policies with integrity, resolved customer issues effectively, and increased upselling opportunities
• Created and updated training materials while identifying gaps with QA and leadership to improve performance and maintain compliance

Mentor at IQOR Clark (2021-05 – 2021-06)

• Supported agents from different teams, resolving escalated issues and ensuring customer satisfaction
• Provided mentorship and guidance to a team of up to 15 agents, focusing on high-need individuals while empowering advanced agents to help their peers, maximizing overall team effectiveness.

Senior Agent at IQOR Clark (2020-10 – 2021-05)

• Effectively managed diverse responsibilities in a fast-paced environment
• Assisted customers through different support channels across various lines of business
• Maintained precise customer records with high confidentiality and security

Account Associate at VXI Global Solutions (2020-02 – 2020-07)

• Managed a high volume of calls for AT&T ISM, providing comprehensive support
• Assisted customers with sales, billing inquiries, technical issues, and general account-related requests
• Consistently achieved high customer satisfaction scores, even in challenging situations by skillfully cultivating trust and rapport
• Coordinated service appointments for clients, scheduling installations and resolving service issues with technicians

Secretary / Project Manager at Wonderwall Builders Construction Company (2017-02 – 2020-01)

• Provided comprehensive clerical and administrative support for efficient operations
• Proofreading, editing, and writing contracts for construction, leasing or selling of properties, as well as Airbnb
• Managed daily office functions, accurately conducted onsite inspections, and processed weekly payroll for over 50 employees
• Delivered exceptional client service, ensuring availability when needed, even during weekends and holidays
• Collaborated effectively with cross-functional teams to achieve project objective

LGU Rehabilitation Staff / Recovery Program Specialist at Angeles City Anti-Drug Abuse Council (ACADAC) (2017-03 – 2019-07)

• Introduced and discussed a 12-step program
• Offered counseling to help patients recover from substance use disorder and/or alcoholism
• Maintained patient confidentiality and develops patient profile, prepared written case summaries, treatment plans, progress reports and feedback notes
• Communicated and assisted local law enforcement and criminal justice partners when needed

Customer Service Representative at NCO Group (2008-10 – 2009-01)

• Handled high volume of calls for a telecommunications company
• Assisted with sales, technical support, and general inquiries
• Collaborated in a team environment

Alternative Learning System - Accreditation & Equivalency (ALS A&E) Certificate in High School / GED Equivalent – Department of Education (DepEd) Region III (2007-08 – 2008-06)