Mary Miranda
Austin,TX
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
TTEC Government Solutions, LLC
Greenwood Village, CO
08.2022 - Current
- Completed journey at TxTag
- Maintained composure and professionalism under pressure.
- Updated customer database records.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Generated and delivered daily reports utilizing Microsoft Word, Outlook, and Excel
- Coordinated with remote locations utilizing various communication tools
- Created daily deposits.
- Assisted in training new supervisors and new hires for the satellite locations.
Customer Service Representative
Faneuil
Hampton, VA
10.2021 - 08.2022
- Enhanced progress with TxTag project.
- Helped set up new satellite locations.
- Ensured high-quality client interactions without close monitoring
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service Representative
Conduent
Austin, TX
10.2019 - 10.2021
- Ensured consistent service with TxTag
- Promoted to work in the Store Front, working with customers face to face.
- Accurately processed various types of payments, including cash, check, and credit card.
- Contributed by traveling to various promotion sites.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Customer Service Representative
Xerox
Austin, TX
08.2016 - 10.2018
- Continued to learn and grow with TxTag.
- Assisted with special projects. In addition to the regular job duties performed with Evins, URS, and ChaseSource.
Customer Service Representative
ChaseSource
Austin, TX
01.2016 - 07.2016
- Continued my journey with TxTag.
- Continued to provide excellent customer service, as was done with URS and Evins Personnel.
Customer Service Representative
URS
AUSTIN, TX
04.2014 - 10.2015
- Continued my journey with TxTag.
- Same job duties as Evins Personnel Services.
Call Center Representative
Evins Personnel
Austin, TX
07.2013 - 04.2014
- Started my journey with TxTag Customer Service.
- Handled collections of deposits and payments
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Assistant Manager
Southern Finance and Tax Service
, TX
09.2009 - 04.2012
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Liaised with customers, addressed inquiries, handled meeting requests, and answered billing questions to provide outstanding customer care.
- Verified customer identity, income, and employment details.
- Created daily reports detailing cash receipts, disbursements, and outstanding balances.
- Assisted clients in preparing and filing federal, state, and local tax returns.
Service Writer
Walmart
Austin, TX
12.2008 - 09.2009
- Greeted customers, listened to their vehicle concerns, and wrote up service orders.
- Reviewed work orders with technicians, ensured accuracy of labor times, and parts costs.
- Performed basic administrative duties, such as filing paperwork, answering phones, and scheduling appointments.
- Processed payments for completed services using cash register or point-of-sale systems.
- Discussed options with customers, helping each make optimal choices for individual needs.
Clerical Assistant
Goodwill Inc
Austin, TX
05.2007 - 11.2008
- Provided support to team members as needed on various tasks or projects.
- Processed incoming mail and distributed it to appropriate departments in a timely manner.
- Supported office clerical functions using word processing and other software, email, and office machines.
Cashier
Dillard's
Austin, TX
11.2006 - 01.2007
- Greeted customers and provided product information.
- Assisted in setting up displays and promotional materials.
- Processed payments for orders, returns, and exchanges.
Call Operator
Lone Star Staffing Services
Austin, TX
02.2006 - 11.2006
- Carried out focused call initiatives following managerial guidelines
City Bus Operator
Capital Metro
Austin, TX
04.2003 - 02.2006
- Provided customer service to passengers, including providing route information and collecting fares.
- Performed pre-trip inspections of the bus, checking for any mechanical or safety issues.
- Informed dispatch about irregular conditions, including accidents and adverse weather.
- Resolved conflicts between passengers in a professional manner.
- Operated bus professionally and interacted with passengers to foster pleasant rides.
- Helped passengers board with wheelchairs
- Drove specified routes in compliance with traffic regulations and time schedules.
- Handled passenger emergencies or disruptions.
- Reported delays or accidents.
- Collected tickets or cash fares from passengers.
School Bus Driver
Durham Schools Services
Pflugerville, TX
04.2001 - 10.2002
- Ensured safety of students by following all traffic laws and regulations.
- Maintained bus cleanliness, inspected for mechanical problems, and reported any issues to the supervisor.
- Conducted pre-trip bus inspections per set procedures
- Transported students to school in a timely manner while keeping the assigned route schedule.
Dispatcher
Mr. Rooter Plumbing, Inc.
Austin, TX
08.2000 - 01.2001
- Updated records of driver locations, delays, and cancellations.
- Maintained logs of all incoming calls and assigned tasks.
- Worked closely with the transportation supervisor to dispatch and assign loads.
Mortgage Loan Assistant
National Western Life Insurance
Austin, TX
11.1999 - 08.2000
- Processed loan payments by verifying accuracy of payment information and updating customer accounts accordingly.
- Organized files according to established procedures.
- Maintained an inventory of office supplies and requested replenishment when necessary.
- Performed data entry duties efficiently while maintaining confidentiality of information.
- Sorted incoming mail and distributed it accordingly throughout the company.
- Prepared various official letters
- Calculated totals on various documents using adding machine
- Operated fax machines, copiers, and scanners to manage document transmission.
Clerk/Typist
Burnett Staffing
Austin, TX
08.1999 - 11.1999
- Provided administrative support to office staff, including filing and organizing paperwork.
- Entered data into spreadsheets and databases accurately and efficiently.
- Organized files alphabetically or numerically to maintain a well-structured system of records.
- Assisted management with special projects, as needed.
Retail Store Clerk
Emmaus Catholic Books & Gifts
Austin, TX
04.1995 - 07.1998
- Organized backroom stock and assisted with inventory counts, as needed.
- Assisted management with floor moves, merchandising initiatives, and display maintenance.
- Greeted customers and responded to inquiries in a friendly manner.
- Stocked shelves with merchandise, restocked items as needed, and maintained cleanliness of store.
- Helped customers find desired items
- Operated cash register accurately to process payments from customers.
- Supported colleagues on special projects to acquire new skills
- Answered phone calls to assist customers with questions and orders.
Receptionist
National Linen Service
AUSTIN, TX
07.1993 - 04.1995
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Answered and directed incoming calls using a multi-line telephone system.
Education
GED -
Anderson High School
Austin, TX07-1990
Skills
- Account Management
- Customer Service
- Microsoft Outlook Proficiency
- Positive Workplace Attitude
- Customer Knowledge Development
- Payment Transactions
- Office equipment proficiency
- Escalation management
Languages
Spanish
Professional
Timeline
Customer Service Representative
TTEC Government Solutions, LLC
08.2022 - Current
Customer Service Representative
Faneuil
10.2021 - 08.2022
Customer Service Representative
Conduent
10.2019 - 10.2021
Customer Service Representative
Xerox
08.2016 - 10.2018
Customer Service Representative
ChaseSource
01.2016 - 07.2016
Customer Service Representative
URS
04.2014 - 10.2015
Call Center Representative
Evins Personnel
07.2013 - 04.2014
Assistant Manager
Southern Finance and Tax Service
09.2009 - 04.2012
Service Writer
Walmart
12.2008 - 09.2009
Clerical Assistant
Goodwill Inc
05.2007 - 11.2008
Cashier
Dillard's
11.2006 - 01.2007
Call Operator
Lone Star Staffing Services
02.2006 - 11.2006
City Bus Operator
Capital Metro
04.2003 - 02.2006
School Bus Driver
Durham Schools Services
04.2001 - 10.2002
Dispatcher
Mr. Rooter Plumbing, Inc.
08.2000 - 01.2001
Mortgage Loan Assistant
National Western Life Insurance
11.1999 - 08.2000
Clerk/Typist
Burnett Staffing
08.1999 - 11.1999
Retail Store Clerk
Emmaus Catholic Books & Gifts
04.1995 - 07.1998
Receptionist
National Linen Service
07.1993 - 04.1995
GED -
Anderson High School