Hazel L.
Senior BPO Customer Service Operations Team Leader
Open to offersNew to PlatformAbout
Hazel Lou S. is a seasoned Customer Service and Operations Team Leader with over a decade of experience in the BPO industry. Specializing in team leadership, technical support, and performance management, Hazel Lou S. has successfully managed both remote and on-site teams for accounts in food delivery services, reservation services, and satellite internet. At TaskUs, she led a remote team focused on customer support for a food delivery services account, implementing strategies to enhance service quality and productivity. Previously at Sutherland, she managed teams handling reservations, conducted coaching sessions, resolved complex escalations, and provided operational updates. Her background also includes sales support in flower delivery services and conducting web research for business projects at Equinox Virtual Solutions. Hazel Lou S. holds degrees in Business Administration and Speech Communication.
Experience
Team Leader – Food Delivery Services Account
TaskUs · 2022 — 2026Directed a remote team of customer support agents dedicated to a food delivery services account, delivering coaching and performance feedback while offering operational support. Oversaw KPIs and adapted productivity and service quality initiatives as needed.Team Leader – Reservations Account
Sutherland · 2019 — 2022Supervised customer service representatives engaged in reservation services, administered performance reviews and coaching sessions, and coordinated operational updates. Developed and applied strategies focused on increasing team efficiency and customer satisfaction.Subject Matter Expert (SME) / Lead – Reservations Account
Sutherland · 2018 — 2019Delivered expert support for reservations processes, addressing complex escalations and providing assistance to agents in resolving customer issues. Partnered with management to identify and implement process improvements.Technical & Billing Support Representative – Satellite Internet
Sutherland · 2015 — 2018Handled technical troubleshooting and billing support for satellite internet customers by resolving connectivity challenges and managing billing inquiries through inbound calls.Sales Specialist – Flower Delivery Services
Sutherland · 2015 — 2015Assisted customers with flower delivery orders and provided product recommendations. Supported product promotion and facilitated an efficient ordering process.Web Researcher / Data Entry Specialist
Equinox Virtual Solutions · 2013 — 2014Performed web research to collect and verify contact information and maintained well-organized, accurate databases aligned with business project requirements.
Skills & Expertise
Education
- Bachelor of Science in Business Administration (Management)Mapúa Malayan Digital College · 2022 — 2023
- Bachelor of Arts in Speech CommunicationBicol University · 2008 — 2011
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