Hazel Labadia

Served as the primary contact for customer escalations via phone, chat, and email, providing real-time knowledge support to customer service associates. Conducted thorough research to ensure accuracy in assisting both associates and customers.

Ensured timely completion of new hire training and performance improvement programs, conducting learning sessions on new processes and delivering various training courses. Partnered with operations leaders to audit process compliance and address gaps immediately.

Analyzed and improved business processes by identifying inefficiencies and proposing new processes aligned with business goals. Analyzed business data to uncover trends and opportunities, creating actionable reports and dashboards for decision-making.

Resolved customer issues and set appropriate expectations while upholding company values, consistently composing grammatically correct, concise, and accurate written responses. Escalated customer issues appropriately, demonstrating timely, accurate, and professional customer service.

Resolved product or service problems by accurately understanding customer issues, determining the cause, and explaining the best solution. Created accurate records of every customer transaction or interaction in a timely and professional manner.

Completed an undergraduate program focusing on accountancy principles and practices. Gained foundational knowledge in financial reporting, auditing, and taxation.

Completed the Accountancy, Business and Management (ABM) strand in senior high school. Developed foundational knowledge in business concepts, accounting principles, and management practices.