Amie

ARMINDA P. MIRANDA Customer Service and Administrative Support Professional Contact-- Angono Rizal, Philippines About Me Customer Service and Administrative Support professional with 10+ years of experience in telesales, client relations, training, and technical support. Recognized for improving service quality, streamlining admin processes, and supporting teams to exceed performance targets. Skilled in CRM management, performance reporting, and process improvement, with a proven ability to adapt and thrive in fast-paced environments. Education Work Experience BS in Business Administration (Marketing) Aug 2013 – Jul 2025 Polytechnic University of the Philippines – Sta. Mesa (2004 – 2006) University of the East – Recto (2001 – 2004) Publishing Company (Remote) Telesales Representative | Admin Support | Trainer | Quality Assurance Supervised and coached a team of telesales agents, improving call quality scores by 15% within six months. Streamlined administrative processes by creating video tutorials and guides, reducing onboarding time for new staff by 30%. Prepared and submitted accurate bi-weekly performance reports and daily timesheets, ensuring Skills 100% compliance with company reporting standards. Managed CRM (Five9) logins, leave forms, and troubleshooting support, contributing to improved agent productivity. Customer Service & Client Relations Administrative Support & Reporting Performance Monitoring & Coaching CRM Systems (Five9, Salesforce, etc.) Conducted applicant interviews, facilitated training sessions, and improved new-hire performance through structured onboarding. Implemented quality assurance checks that reduced customer complaints by 20%. Aug 2010 – Oct 2012 Teletech – Cainta Philippines Product & iConnect Trainer Training & Onboarding (Certified Delivered new-hire training for both voice and chat support, achieving a 95% trainee certification iConnect, GEM, Product Trainer) Monitored and tracked agent performance, ensuring continuous improvement and team Quality Assurance & Process Improvement Conflict Resolution & ProblemSolving Multitasking & Time Management rate. readiness. Enhanced training content and reporting, reducing knowledge gaps and improving call handling scores. Dec 2009 – Aug 2010 Teletech – Charter Account Technical Support Representative Resolved customer internet issues, achieving a 90% first-call resolution rate. Processed product sales orders and scheduled technician visits, ensuring timely service delivery. Language English Tagalog Jun 2007 – Dec 2009 Teletech – Charter Account Customer Care Representative Assisted customers with benefit inquiries and claims, resolving 80% of cases without escalation. Delivered consistent customer satisfaction scores above 90%.