Nicole Roy R. Miranda
11th St. Zone 1 North Signal Village Taguig City
Summary
Diligent Associate with proven track record in fostering customer relationships and ensuring high levels of satisfaction. Successfully navigated customer inquiries and resolved issues promptly, contributing to client retention. Demonstrated excellent communication and problem-solving skills to enhance customer experience and drive loyalty.
Overview
21
21
years of professional experience
Work History
Associate Customer Success Representative
Wells Fargo
04.2022 - 03.2023
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
- Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
Customer Service Representative
Legato Health Technologies
11.2021 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Associate Enroll/Eligibility Representative
Optum Global Solutions
09.2018 - 08.2020
- Assisted clients with navigating complex eligibility requirements, ensuring accurate submissions.
- Leveraged advanced knowledge of federal, state, and local guidelines to ensure compliance across all aspects of the eligibility process.
- Developed strong relationships with clients, fostering trust and confidence in the organization''s services.
- Conducted comprehensive case reviews to identify potential fraud or inconsistencies in eligibility determinations.
Customer Service Executive
Intelenet Global Philippines, Inc.
08.2017 - 12.2017
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Operations CSR II
Telus International
06.2015 - 06.2017
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Junior Store Keeper
Cigalah Group, Establishment
06.2007 - 02.2014
- Optimized storage space utilization by rearranging merchandise according to size, weight, or frequency of use guidelines.
- Maintained accurate records of incoming shipments, ensuring seamless integration into the existing inventory system.
- Improved stock accuracy by conducting regular inventory counts and updating records accordingly.
- Streamlined warehouse operations by implementing effective storage solutions and utilizing proper equipment for material handling tasks.
Regulatory Affairs Associate
Drugmakers Laboratories Inc.
06.2002 - 05.2007
- Conducted thorough reviews of labeling content for accuracy and adherence to relevant regulations before submission to authorities.
- Performed and documented quality control checks to maintain compliance with company initiatives.
- Recommended improvements to processes.
- Prioritized project-related tasks to efficiently complete essential tasks.
Education
No Degree - Computer Technology
Dualtech Center
Pasay, Metro Manila, Philippines09-2000
Timeline
Associate Customer Success Representative
Wells Fargo
04.2022 - 03.2023
Customer Service Representative
Legato Health Technologies
11.2021 - 02.2022
Associate Enroll/Eligibility Representative
Optum Global Solutions
09.2018 - 08.2020
Customer Service Executive
Intelenet Global Philippines, Inc.
08.2017 - 12.2017
Operations CSR II
Telus International
06.2015 - 06.2017
Junior Store Keeper
Cigalah Group, Establishment
06.2007 - 02.2014
Regulatory Affairs Associate
Drugmakers Laboratories Inc.
06.2002 - 05.2007
No Degree - Computer Technology
Dualtech Center
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