Sheila Joy M. Miranda

 AREAS OF EXPERTISE Excellent communication skills Strong in logical thinking Detailed oriented Highly organized Process-focused aptitude PERSONALDETAILS Sheila Joy Miranda Blk 9Lot 9B Grace St. City Land Subdivision Mabuhay, Carmona Cavite 4116 MP:- HP:- E:- ACADEMICQUALIFICATIONS UNIVERSITY OF PERPETUAL HELP SYSTEM-LAGUNA Associate in Hotel and Restaurant Management Associate Degree2007 Secondary Curriculum SAN FRANCISCO DE SALES SCHOOL Graduate 2005 Reference: Mr. Michael Idolor-Sheila Joy Miranda PERSONALSUMMARY A position as an active employee involving responsibility and working with others as a team member to achieve advancement and growth for the company. Effectively utilize my professional skills and potentials, improve my knowledge, and strengthen my work experiences. WORKEXPERIENCE Sutherland Global Services TECHNICAL SUPPORT – CONSULTANT September 2014 - 2017 Duties & Responsibility Manage resolving technical related concern of customers in timely manner. Ensure incoming calls are answered promptly, appropriately and courteously. To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover Work as part of a 24/7 shift pattern. Making sure that goals are in pattern to meet business and client’s requirements. Assisting customers in line with the business operations protocol. SynnexConcentrix Corporation CUSTOMER CARE PROFESSIONAL January 2013 -April 2014 Duties & Responsibility Manage cases in line with the key directive of Assist First, Verify Later Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures Ensure incoming calls are answered promptly, appropriately and courteously. To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover Work as part of a 24/7 shift pattern. Manage customer dissatisfaction in a professional manner at all times Ensure customer database is up to date and keep track of customer profile providing timely updates to management LBC Customer Care / One Outsource Direct Corp CUSTOMER SERVICE REPRESENTATIVE September 2011 – October 2012 Duties & Responsibility Handles billing, payment, customer inquiries. Document account activities, generate reports, keep records of business transactions with customers and collect payments. Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees