Carlos Miranda
Clearwater
Summary
Results-driven Customer Advocacy, Quality Assurance, and Sales professional with over 20 years of experience enhancing customer satisfaction, resolving complex issues, and driving operational improvements. Expertise in managing escalated concerns, collaborating across departments, and analyzing account activity to support customer needs. Demonstrated leadership and effective problem-solving skills in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Office of Executive Escalations / Customer Advocac
PODS Moving & Storage
Clearwater
01.2013 - Current
- Deliver exceptional customer service while resolving complex customer concerns promptly and professionally.
- Investigate customer claims through account analysis, call monitoring, documentation review, and research.
- Resolve executive-level customer escalations received through the Better Business Bureau (BBB), executive offices, and social media platforms.
- Sell PODS moving and storage solutions while identifying opportunities to recommend additional products and services.
- Monitor associate interactions to ensure compliance with company standards and customer service expectations.
- Coach associates on de-escalation techniques, customer experience, and revenue-generating sales opportunities.
- Analyze and resolve corrupted or complex customer orders.
- Partner with Operations, Scheduling, Sales, Customer Care, and other departments to ensure timely and accurate order resolutions.
- Serve as a Subject Matter Expert (SME) on PODS policies, procedures, and operational processes.
- Support executive initiatives and special projects while maintaining high standards of customer satisfaction.
Sales Associate
Airgas Retail Solutions
Largo
12.2011 - 12.2012
- Increased sales through effective upselling and cross-selling techniques.
- Guided customers in product selection by recommending items, explaining features, and identifying tailored solutions.
- Provided exceptional customer service in fast-paced retail environment to enhance shopping experience.
- Addressed customer concerns effectively to foster positive relationships and ensure satisfaction.
- Acquired knowledge of new products and equipment through training sessions.
Quality Assurance Specialist
Servicing Solutions Group
Clearwater
02.2006 - 09.2011
- Conducted quality audits and compliance reviews to ensure adherence to company standards and regulatory requirements.
- Evaluated customer interactions and analyzed quality metrics, resulting in improved service performance.
- Identified trends and recommended process improvements, enhancing overall customer satisfaction.
- Coached and mentored associates, leading to improved sales performance and customer service skills.
- Collaborated with leadership to improve operational effectiveness.
- Awards
- Employee of the Year (2008)
Sales Associate
Marshalls
Clearwater
01.2005 - 12.2005
- Increased sales through effective cross-selling and upselling strategies.
- Provided exceptional customer service while facilitating daily store operations.
- Assisted customers with product selection and purchasing decisions.
- Maintained organized inventory and attractive merchandise displays to enhance customer shopping experience.
- Operated cash registers and maintained accurate transactions.
Host
Pizza Hut
Wyoming
01.2004 - 01.2005
- Welcomed guests and coordinated restaurant seating to optimize flow and enhance guest experience.
- Delivered friendly, professional customer service, contributing to positive dining experiences in a high-volume environment.
- Assisted team members to support smooth operations and maintain service standards.
- Operated restaurant POS systems.
- Managed incoming phone calls
Education
Certification of Completion - Human Anatomy / Massage Therapist
Florida Career College
Clearwater, Florida01-2007
High School Diploma -
Rogers High School
Wyoming, Michigan01-2005
Skills
- Customer advocacy
- Claims analysis
- Quality assurance
- Upselling techniques
- Retention strategies
- Order resolution
- Process optimization
- CRM management
- POS operations
- Interdepartmental collaboration
- Performance coaching
- Conflict resolution
- Teamwork
- Office applications
LANGUAGES
English (Fluent), Spanish (Fluent)
Timeline
Office of Executive Escalations / Customer Advocac
PODS Moving & Storage
01.2013 - Current
Sales Associate
Airgas Retail Solutions
12.2011 - 12.2012
Quality Assurance Specialist
Servicing Solutions Group
02.2006 - 09.2011
Sales Associate
Marshalls
01.2005 - 12.2005
Host
Pizza Hut
01.2004 - 01.2005
Certification of Completion - Human Anatomy / Massage Therapist
Florida Career College
High School Diploma -
Rogers High School