Sybila Miranda
Lima,Perú
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Collections Specialist
ZenBusiness
Lima, Peru
04.2024 - Current
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Checked accuracy of data entered into filing systems and corrected any errors encountered.
- Provided support to other departments when needed in order to maintain efficient workflow processes.
- Cross-referenced paperwork with related databases to confirm accuracy of filed information.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Processed payments over phone and set up recurring drafts.
- Recorded information about status of collection efforts.
- Monitored overdue accounts using automated information systems.
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
Customer Success Specialist
iVisa.com
Lima, Peru
01.2023 - 01.2024
- Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Analyzed customer profiles to determine eligibility for visas and other travel documents.
- Provided customers with accurate information regarding visa application requirements, deadlines, and procedures.
- Assisted customers in completing the necessary paperwork for their visa applications.
- Developed and maintained relationships with clients to ensure their visa applications were processed in a timely manner.
- Developed strategies to improve customer experience and increase loyalty.
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Monitored social media platforms for feedback from customers regarding products and services offered by the company.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
Customer Service Representative
Teleperformance Peru
Lima, Perú
09.2021 - 01.2022
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained accurate records of customer interactions and transactions.
- Assisted customers in selecting appropriate products or services for their needs.
- Advised customers on the latest product features and benefits.
- Offered product and service consultations and employed upselling techniques.
Services/Conservation Program Representative
Zoo
Miami, United States
01.2018 - 05.2021
- Responsible for providing front desk services to guests, and acting as an information source on various matters
- Welcoming guests in a friendly and professional way
- Addressing and escalating customer complaints
- Providing information about facilities, programs and other services
- Assisting with different interactive activities during Zoo Camp, supervising children ranging from ages 2-10
- Preparing their meals, supervising bathroom breaks, supervising nap time, play time and, teaching them about wildlife and conservation.
Shift Supervisor
Starbucks Coffee
Miami, United States
11.2019 - 01.2021
- Responsible for opening and closing the store, supervising employees, delegating responsibilities, training baristas as needed and developing positive relationships with the staff.
- Supported highest standards of conduct and service to support company reputation.
- Provided individualized instruction to match personal strengths, background and learning style of each employee.
- Worked with new employees on procedures and policies, interacting with customers, cleaning areas and making orders.
Crew Trainer
McDonald’s
Miami, United States
02.2019 - 09.2019
- Responsible for training new crew members, keeping the store clean, assessing crew members’ skills and offering them extra help with any tasks they may have problems with, and helping to the best of my abilities with anything that may be needed.
Education
High School Diploma -
Coral Reef Senior High School, Academy of Legal & Public Affairs
Miami, Florida06.2021
Skills
- Natural born leader
- 47 wpm Typing Speed
- Microsoft Word Expert
- Microsoft Powerpoint Expert
- Always willing to help
- Always willing to learn
- Extremely committed
- Hardworking
- Assertive
- Punctual
- Eloquent speaker
- Multitasking
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Sales Support
- Credit card payment processing
Languages
English
Proficient
C2
Spanish
Proficient
C2
French
Intermediate
B1
Timeline
Collections Specialist
ZenBusiness
04.2024 - Current
Customer Success Specialist
iVisa.com
01.2023 - 01.2024
Customer Service Representative
Teleperformance Peru
09.2021 - 01.2022
Shift Supervisor
Starbucks Coffee
11.2019 - 01.2021
Crew Trainer
McDonald’s
02.2019 - 09.2019
Services/Conservation Program Representative
Zoo
01.2018 - 05.2021
High School Diploma -
Coral Reef Senior High School, Academy of Legal & Public Affairs