Shareen Camille Miraflor

Summary:

Highly experienced Customer Service Advocate with 20 years of expertise in delivering exceptional customer experiences in banking and technical support telco environments. Proven track record of resolving complex customer issues, improving customer satisfaction, and driving loyalty.

Key Experience:

• 20 years of customer-facing experience in banking and technical support telco, with a focus on resolving customer complaints, concerns, and technical issues.

• Extensive experience in telephone, email, and chat support, with a strong ability to communicate effectively with customers of diverse backgrounds and technical proficiency.

• Proven ability to work in fast-paced, dynamic environments, prioritizing multiple customer interactions while maintaining a high level of quality and professionalism.

• Strong knowledge of banking products and services, including account management, loans, and credit cards.

• Technical expertise in telco products and services, including internet, TV, and phone services.

Key Skills:

• Excellent communication, interpersonal, and problem-solving skills.

• Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues.

• Ability to work in a team environment, collaborating with colleagues to resolve customer issues and improve processes.

• Strong customer service skills, with a focus on empathy, active listening, and issue resolution.

• Proficient in CRM software, including Salesforce, and other customer service platforms.

• Ability to adapt to changing customer needs, products, and services.

Achievements:

• Consistently met or exceeded customer satisfaction targets, with a strong focus on first-call resolution.

• Developed and implemented process improvements to reduce customer complaints and improve overall customer experience.

• Received awards and recognition for outstanding customer service, including "Customer Service Representative of the Year" and "Team Player Award".