Erica Impermo
@ericaimpermo
Customer service professional specializing in billing, fraud investigation, and escalations with 7+ years' experience.
PhilippinesWhat I'm looking for
I am a customer service professional with over seven years of focused experience in billing support, fraud investigation, and escalations. I have consistently handled high-priority cases while maintaining a strong commitment to account security and customer satisfaction.
At Capital One Philippines and Alorica Lipa I managed inbound calls, verified unusual account activities, investigated potential fraud, and executed protective actions. I regularly handled 30+ escalated cases daily and delivered clear, empathetic communication to cardholders.
I also coached frontline agents to improve issue resolution and reduce repeat escalations, contributing to better team performance and customer outcomes. My technical proficiency includes CRM tools such as Salesforce and Zendesk, plus Microsoft Office.
I am adaptable, quick to learn, and focused on exceeding performance goals—bringing reliability, attention to detail, and strong collaboration to any customer-facing team.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Capital One Philippines
Jan 2025 - Jul 2025 (6 months)
Handled inbound calls to verify unusual account activities, investigated potential fraud cases, and executed actions to protect customer accounts while educating cardholders on fraud prevention and account security.
Escalation Specialist
Alorica Lipa
Aug 2018 - Dec 2024 (6 years 4 months)
Resolved high-priority and complex billing disputes escalated from frontline teams, managed an average of 30+ escalated cases daily, and provided coaching to reduce future escalations.
Education
Degrees, certifications, and relevant coursework
LCC Silvercrest Senior High School
Secondary Education, Senior High School
2016 - 2018
Completed senior high school education at LCC Silvercrest Senior High School from 2016 to 2018.
Lipa City National High School
Basic Education, Junior High School
2012 - 2016
Completed junior high school education at Lipa City National High School from 2012 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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