Miranda Daniels
Chase City,VA
Summary
Dynamic Customer Support Specialist with a proven track record at Opening the Book North America, excelling in complaint handling and conflict resolution. Recognized for enhancing customer satisfaction through effective problem-solving and active listening. Adept at utilizing CRM software to foster strong client relationships and drive repeat business.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
19
19
years of professional experience
Work History
Customer Support Specialist
Opening the Book North America
04.2020 - 04.2025
- This started as an in office position but transferred to a remote position for the last three years.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Manager of Customer Care and Bid Department
Brodart Co
08.2010 - 04.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Organized professional development programs for staff, leading to improved performance and skill sets.
Office Manager
Susquehanna Health System
06.2006 - 08.2010
- I started in adult and children's psych department. When the children's department closed I moved to the float pool and worked for numerous departments including family medicine, sleep study, and in patient surgery.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
Education
High School Diploma -
Sugar Valley High School
Loganton, PASkills
- Remote Work
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Conflict resolution
- Product knowledge
- Active listening
- Customer response
- Appointment scheduling
- Payment processing
Accomplishments
- Supervised team of 50 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- While working for Susquehanna Health; I received Employee of the Month for my kindness and compassion to the children and families coming into our office
Timeline
Customer Support Specialist
Opening the Book North America
04.2020 - 04.2025
Manager of Customer Care and Bid Department
Brodart Co
08.2010 - 04.2020
Office Manager
Susquehanna Health System
06.2006 - 08.2010
High School Diploma -
Sugar Valley High School
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