2018
*Senior High School Graduate
Lipa City Colleges
Introduction
Hi! I'm Erica C. Impermo and I'm delighted to introduce myself. With a solid background in the BPO industry . I've had the privilege of gaining valuable experience and insights over the years. For three years I served as an Escalation Lead/Specialist, a role that honed my ability to navigate complex situations and find effective solutions. This experience enabled me to develop strong interpersonal skills. I am proud of the role I played in ensuring customer satisfaction even in the face of adversity.
Prior to that I spent two years as a Customer Service Representative , where I first immersed myself in the world of customer interactions. This role taught me the importance of empathy , active listening, and clear communication. It was here that I truly understood the impact of customer service by building trust and loyalty.
These experiences have not only shaped my professional skills but have also shown me the significance of staying calm under pressure and the rewards of consistently going the extra mile to exceed expectations. As I continue to evolve in my career , I carry with me the lessons and values I've learned from each role. The BPO industry has been a tremendous teacher , equipping me with tools that extend beyond the workplace and into my everyday life. Thank you for giving me a chance to share this with you . I'm excited about the future and opportunities that lie ahead.
My Skills and Competencies
Email Marketing
Data Entry
Lead Generation
Customer Service
Web Research
Appointment Setter
Certificates
×
![]()
My Experience and Education
2018
-
2023
Alorica Lipa
(Escalation Lead/ Specialist)
-Responsible for addressing and resolving escalated customer complaints, technical problems, or other issues.
-Analyze the escalated issues to identify root causes, contributing factors, and potential solutions.
-Gathering data, conducting investigations, and assessing the impact of the issue.
-Make decisions on how to best address the escalated issue.
-Trained in handling conflict and managing challenging situations.
May 2023
-
July 2023
Bottom Line Concepts Inc.
(Email Marketing)
-responsible for managing the delivery of email campaigns
-maintain a clean email list and ensure that messages are sent to valid and deliverable addresses
-manage domain DNS records to support email authentication and deliverability efforts.
-
My Services
Lead Generation
To help your business to attract potential customers that we can convert being a consumer to help us grow our business.
Data Entry
To help you with researching for accurate data , organizing and to categorize for easy analysis.
Linkedin Leads
To help you to build relationships and to grow our network to increased leads.
Email Marketing
To help you to nurture relationships , promoting products or services in a cost-effective and direct way to reach our au