Mirna Rios Hanson
Frisco,TX
Summary
Customer-focused professional with extensive experience resolving complex customer concerns, conducting account and policy research, and delivering timely, accurate resolutions in fast-paced environments. Proven ability to investigate issues, analyze information, document findings, and communicate effectively with customers and cross-functional teams. Recognized for strong problem-solving, attention to detail, and the ability to handle sensitive and escalated situations with professionalism and empathy. Bilingual in English and Spanish, with a commitment to delivering exceptional customer experiences while maintaining accuracy, compliance, and operational excellence.
Overview
6
6
years of professional experience
Work History
CL Cust Care Resolution Spec
Progressive
Ohio
01.2021 - Current
- Independently resolved complex customer complaints and escalated issues by researching policy, reviewing account information, and determining appropriate resolutions.
- Documented escalations, recommendations, and resolutions in policy notes while ensuring compliance with established policies and procedures.
- Communicated professionally with internal and external customers by phone to explain findings, clarify concerns, and confirm issue resolutions.
- Assisted Customer Service and Sales Specialists by providing guidance on complex customer issues, guideline interpretation, and resolution strategies.
- Maintained expertise through ongoing training and consistently delivered high-quality service in a fast-paced, high-volume environment.
Customer Service Coach Intern
Progressive
Ohio
09.2025 - 06.2026
- Coached and mentored Customer Service Representatives to strengthen communication skills, improve problem-solving, and deliver exceptional customer experiences.
- Supported training initiatives by reinforcing company policies, service standards, and best practices for handling customer inquiries and complaint resolution.
- Observed and evaluated customer interactions to identify performance trends, research improvement opportunities, and provide constructive feedback.
- Collaborated with leadership to document coaching observations, recommend performance improvements, and support employee development plans.
- Assisted with resolving complex customer concerns by providing guidance on policy interpretation, de-escalation techniques, and effective communication strategies.
- Maintained accurate documentation of coaching sessions, employee progress, and performance feedback in accordance with company procedures.
- Partnered with supervisors and cross-functional teams to ensure consistent application of customer experience standards and operational guidelines.
- Contributed to continuous process improvement by identifying recurring customer issues and recommending solutions to enhance service experience quality.
CL Customer Care Specialist
Progressive
Ohio
01.2021 - 01.2022
- Managed a high volume of customer inquiries while delivering professional, empathetic service and maintaining a strong focus on customer satisfaction.
- Researched customer policies and verified policy and account information to resolve inquiries accurately and efficiently.
- Investigated customer concerns and identified appropriate solutions.
- Defused escalated customer situations through active listening, conflict resolution, and effective problem-solving techniques.
- Communicated clearly with customers to explain Policy information and next steps.
- Verified and updated policy information to ensure accurate records and compliance with company standards.
- Collaborated with internal teams to resolve complex customer issues and ensure timely follow-up.
- Consistently met quality, accuracy, and productivity expectations while handling multiple customer requests in a fast-paced environment.
Education
High School Diploma -
Frisco High School
Frisco, TXPharmacy Technician Studies -
MedCerts
Livonia, MIEmergency Telecommunicator Certification -
International Academies of Emergency Dispatch
Salt Lake City, UTSkills
- Customer Complaint Resolution
- Customer Relations
- Research & Data Analysis
- Policy Review & Interpretation
- Problem Solving
- Conflict Resolution & De-escalation
- Written & Verbal Communication
- Bilingual (English/Spanish)
- Account Investigation
- Documentation & Case Management
- Policy Compliance
- Customer Advocacy
- Root Cause Analysis
- Decision Making
- Cross-Functional Collaboration
- Active Listening
- Process Improvement
- Quality Assurance
- Time Management
- Attention to Detail
- Microsoft Office Suite (Word, Excel, Outlook)
- Training & Coaching
- Customer Service Excellence
Hobbies and Interests
- Gardening
- Skiing
- Travel
- Working out
- Volunteer
Timeline
Customer Service Coach Intern
Progressive
09.2025 - 06.2026
CL Cust Care Resolution Spec
Progressive
01.2021 - Current
CL Customer Care Specialist
Progressive
01.2021 - 01.2022
High School Diploma -
Frisco High School
Pharmacy Technician Studies -
MedCerts
Emergency Telecommunicator Certification -
International Academies of Emergency Dispatch