Miranda Ozuna
Edcouch
Summary
Experienced Escalation Specialist with a proven track record in managing customer escalations, ensuring timely resolutions, and enhancing service delivery through effective communication.
Overview
6
6
years of professional experience
Work History
Escalation Specialist
Ubiquity Global Services
Mission
12.2025 - Current
- Managed customer escalations to ensure timely resolution of issues.
- Provided clear communication to customers regarding the status of their issues.
- Documented and tracked escalation cases in internal systems for better visibility.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Assisted team members by sharing best practices for handling complex cases.
- Managed outbound call campaigns using CRM software systems such as Salesforce or Zendesk Sell.
Customer Service Representative
Teleperformance USA
McAllen
09.2022 - 09.2023
- Managed customer accounts and processed transactions accurately.
- Assisted customers with inquiries and resolved issues efficiently.
- Educated customers on products and services to enhance satisfaction.
- Collaborated with team members to improve service delivery processes.
- Utilized multiple software systems to document interactions and updates.
Manager's Assistant
McDonald's
Edinburg
03.2020 - 2022
- Assisted managers in daily operations and team coordination.
- Supported scheduling and staff management for shifts and breaks.
- Handled customer inquiries and resolved service issues promptly.
- Maintained inventory levels and organized stock for efficient access.
Education
Medical Assistant Certicfication - Public Health
Southern Careers Institute
TX11-2022
Skills
- Escalation management
- Escalation resolution
- Issue resolution techniques
- CRM software utilization
- Documentation systems
- Service improvement
- Account management
- Relationship management
- Service improvement
- Cross-functional collaboration
- Effective communication
Timeline
Escalation Specialist
Ubiquity Global Services
12.2025 - Current
Customer Service Representative
Teleperformance USA
09.2022 - 09.2023
Manager's Assistant
McDonald's
03.2020 - 2022
Medical Assistant Certicfication - Public Health
Southern Careers Institute