Mira Antonette Cenido

MIRA ANTONETTE P. CEÑIDO Customer Service/ Sales Associate/ Technical support Specialist/Fraud and data Analyst About Me Customer Service and Sales Specialist with a proven track record of converting inquiries into successful sales, improving customer retention, and delivering top-tier support. Experienced across telecommunications, billing, reservations, and technical troubleshooting, with strong skills in communication, upselling, and problem resolution. managing high call volumes, and driving revenue through effective product recommendations and solutions. Consistently recognized for accuracy, compliance, and delivering excellent customer satisfaction across fast-paced BPO environments. Education- University Of cabuyao Bachelor of Secondary Education Major in English- St. Vincent College Of Cabuyao Humanities and social science 2014 - 2018 Gulod national Highschool information and technologies Skills Management Skills Creativity language proficiency Customer servicing Critical Thinking Leadership adaptavility Language English Tagalog (basic) Accomplished Trainings / Professional Development Leadership Assessment – Developed leadership, decision-making, and team management skills. English Proficiency Lessons – Enhanced communication, grammar, and business writing for professional settings. Retention Prevention – Trained in strategies to improve customer loyalty and reduce churn. Bill Reading and Dispute Management – Gained expertise in resolving billing disputes and explaining charges clearly to customers. Data Research & Analysis – Learned techniques for gathering, analyzing, and interpreting data to support customer solutions and fraud prevention. Healthcare & HIPAA Compliance Training – Trained in handling medical-related customer accounts while ensuring strict compliance with HIPAA regulations and patient data privacy. CPNI Compliance- highlights knowledge of protecting sensitive customer information, which is highly valued in BPO, STR, and virtual assistant roles. Network Troubleshooting - handled technical support cases and problem-solving for connectivity issues WORK EXPERIENCE Technical support specialist Under T-Mobile | Iqor sta. Rosa,- Serve as a Technical Support Specialist focused on troubleshooting mobile devices and home internet services. Work with a well-known U.S. telecommunications company Specifically to T-Mobile, delivering reliable and efficient support. Handle inbound customer calls and provide clear, effective technical solutions. Deliver top-tier customer service, ensuring issues are resolved promptly and accurately. Achieve consistent 100% customer satisfaction through professionalism, expertise, and exceptional support. Sales Advisor Under T-Mobile | Concentrix Nuvali,- Assisted customers with troubleshooting, billing, account management, and service ordering. Delivered globally competitive support across multiple communication channels to T-Mobile. Fraud and Data Analyst under Adidas | Majorel ,- Conducted manual order reviews and analyzed transactions to prevent fraud and chargebacks. Gathered and assessed data to identify suspicious activity and protect customers. Customer Service Representative Under Oscar Health Insurance| Teleperformance ,- Managed 1,000+ monthly calls regarding claims, refills, billing, payments, and plan inquiries. Ensured accuracy and compliance while maintaining high customer satisfaction. Assisted members in finding healthcare facilities and prescribing physicians. Customer Service Representative | Hotel Reservations Under Agoda and Booking.com | TTEC Sta. Rosa, Laguna- Handled calls, emails, and chats for global booking platforms specifically Booking.com And Agoda with thousands of queued requests. Assisted with complaints, relocations, cancellations, price matching, and room modifications. Consistently achieved 100% positive client and customer satisfaction feedback. Customer Service Representative Under CVS Caremark and pharmacy | Health Insurance | Alorica, Madrigal Alabang- Handled over 100+ daily calls Under CVS Pharmacy and Caremark covering claims, billing, payments, and subscription inquiries. Maintained customer satisfaction by resolving inquiries efficiently and professionally. Supported members in locating healthcare facilities and prescribing providers.