Kevin Miranda
Customer Service Representative - Team Leader
Quezon City
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Team Leader
Probe CX
01.2020 - 03.2025
- Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
- Successfully managed a personal Instagram page, growing audience engagement through consistent content creation, strategic hashtag use, and analytics-based performance tracking.
- Conducted end-to-end quality audits to ensure compliance with client and company standards.
- Performed QA calibrations with internal stakeholders and clients to align scoring and expectations.
- Led business reviews, presenting performance trends, quality insights, and actionable recommendations.
- Utilized data analysis to identify gaps, agent performance trends, and process improvement opportunities.
- Managed billable invoicing and quality-related client documentation with high accuracy.
- Supported roster scheduling to ensure optimal staffing and SLA adherence.
- Leveraged advanced skills in MS Office (Excel, Word, PowerPoint) and Google Suite (Sheets, Docs, Slides) for reporting, dashboards, and collaboration.
Customer Service Representative
Concentrix
04.2019 - 12.2019
- Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Recorded account information to open new customer accounts. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Recommended products to customers, thoroughly explaining details.
Customer Service Representative
Ibex Global
05.2018 - 04.2019
- Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Recorded account information to open new customer accounts. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Clarified customer issues and determined root cause of problems to resolve product or service complaints. Answered product and service questions, suggesting other offerings to attract potential customers. Offered advice and assistance to customers, paying attention to special needs or wants. Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
Education
Bachelor Of Science - Entrepreneurship
Colegio De Montalban
01.2017
Skills
Communication Skills
Problem-Solving
Product Knowledge
Adaptability
Tech Savvy
Knowledgeable in Google suite
Team management
References
Maribeth, Liamzon, Operations Manager, heyitsbeth@gmail.com, +63948800757, Probe CX
Timeline
Team Leader
Probe CX
01.2020 - 03.2025
Customer Service Representative
Concentrix
04.2019 - 12.2019
Customer Service Representative
Ibex Global
05.2018 - 04.2019
Bachelor Of Science - Entrepreneurship
Colegio De Montalban