Celene Miranda

Results-driven and highly skilled Customer Service and Support Manager with a proven track record of exceeding customer expectations and driving operational excellence. With a strong background in customer service strategy development, team leadership, and process optimization, I bring a unique blend of technical expertise, interpersonal skills, and a passion for delivering exceptional customer experiences. Equipped with my degree in Tourism Management and 12 years of experience in the field, I am committed to providing top-notch customer service while achieving organizational goals.

Key Skills:

1. Customer Relationship Management (CRM): Proficient in implementing and managing CRM systems to enhance customer interactions, improve service quality, and strengthen customer loyalty. Skilled in leveraging CRM data to identify trends, anticipate customer needs, and develop targeted strategies to enhance customer satisfaction.
2. Team Leadership and Development: Adept at building and managing high-performing customer service teams, fostering a positive work environment, and empowering employees to deliver outstanding customer support. Proven ability to train and mentor team members, set clear performance objectives, and drive continuous improvement.
3. Customer Experience Optimization: Experienced in analyzing customer journeys, identifying pain points, and implementing practical solutions to enhance the overall customer experience. Skilled in designing and implementing customer satisfaction surveys, analyzing feedback, and implementing actionable improvements based on insights gained.
4. Process Improvement and Optimization: Strong analytical skills and a continuous improvement mindset. Proficient in assessing existing processes, identifying inefficiencies, and implementing streamlined workflows to maximize productivity, minimize response times, and ensure seamless customer interactions.
5. Conflict Resolution and Problem-Solving: Demonstrated ability to handle complex customer issues and resolve conflicts diplomatically and efficiently. Skilled in identifying root causes, analyzing situations, and implementing practical solutions to meet customer needs while preserving company interests.
6. Communication and Interpersonal Skills: Excellent verbal and written communication skills, enabling effective interaction with customers, team members, and stakeholders at all levels. Proven ability to build strong relationships, manage expectations, and effectively convey information to diverse audiences.
7. Data Analysis and Reporting: Proficient in utilizing data analysis tools to gather, interpret, and present key performance metrics. Skilled in generating comprehensive reports and actionable insights to drive decision-making, improve service quality, and optimize customer support operations.

With a strong passion for customer satisfaction and a focus on continuous improvement, I am confident in my ability to lead and inspire teams to deliver exceptional customer service. I am excited about the opportunity to contribute my expertise and drive positive change within your organization.

Thank you for viewing my profile, and I look forward to speaking with you!