Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sharon Miranyi

Raleigh,USA

Summary

Versatile and results-oriented Customer Experience Professional with 5+ years of success in customer support, technical troubleshooting, and relationship building across SaaS, and B2B environments. Proven ability to manage escalations, resolve complex issues, and deliver personalized solutions that drive retention, loyalty, and revenue. Skilled in customer success strategies, CRM tools, and consultative sales—especially in technical settings. Adept at translating product knowledge into meaningful value for clients, collaborating with cross-functional teams, and thriving in fast-paced customer-first organizations.

Overview

8
8
years of professional experience

Work History

Senior Support Specialist and Team Lead

Brex Inc.
06.2022 - Current
  • Led cross-functional initiatives to streamline support workflows using Jira and Zendesk, reducing ticket resolution time by 30%, and improving team productivity.
  • Designed and implemented a new triage system for escalated issues, significantly enhancing SLA compliance and increasing CSAT scores by over 15%.
  • Created and managed onboarding materials and technical documentation for new support hires, accelerating training time and ensuring consistent support quality.
  • Collaborated closely with product and engineering teams to escalate and resolve recurring technical issues, contributing to meaningful product improvements.
  • Championed a culture of proactive support by mentoring teammates to anticipate user needs, resulting in more personalized and effective client engagement.
  • Served as a liaison between support and sales teams, aligning technical solutions with customer expectations and assisting in pre-sales consultations.
  • Provided day-to-day leadership and guidance to support team members by setting clear performance expectations, facilitating knowledge sharing, and fostering a collaborative environment that boosted team efficiency and morale.

Customer Success Manager

WPP-Scangroup
01.2020 - 02.2022
  • Acted as a technical advisor for clients, helping them maximize platform capabilities (e.g., campaign automation, performance analytics, customer data integration).
  • Identified upsell and cross-sell opportunities within existing accounts through a deep understanding of client pain points and goals.
  • Worked closely with creative, product, and data teams across WPP agencies to ensure delivery excellence and campaign success.
  • Led smooth onboarding of clients onto WPP platforms or digital products, ensuring alignment with business goals and marketing strategy.
  • Handled the execution of pilot programs and testing initiatives for new platform features or campaign strategies, working closely with product and analytics teams to validate value and scale successful results.
  • Delivered presentations on product features, benefits, and value propositions at conferences or webinars.

EXP Agency
04.2018 - 12.2019
  • Developed customized sales proposals and pitch presentations in collaboration with the creative and strategy teams.
  • Conducted discovery calls and meetings to understand client needs and recommend relevant brand activation or experiential marketing solutions.
  • Consistently maintained a robust sales pipeline by executing proactive outreach, timely follow-ups, and meticulous CRM management to drive sustained client engagement and conversion.
  • Worked closely with project managers, creative directors, and production teams to ensure proposals are feasible, cost-effective, and aligned with client objectives.
  • Maintained post-sale contact with clients to ensure satisfaction, capture feedback, and identify upsell or renewal opportunities.
  • Stayed informed on industry trends, competitor campaigns, and client brand activity to tailor outreach and stay competitive.

Front Desk Receptionist

Duty Tire & Service Center
Raleigh, NC
05.2017 - 08.2017
  • Gathered customer feedback and escalated any complaints or concerns to management.
  • Generated monthly reports summarizing sales activities, customer feedback surveys and other relevant data.
  • Updated customer information in databases regularly to ensure accuracy of records.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
  • Reconciled daily financial transactions against cash receipts at the end of each day's business activity.

Education

Associate of Science - Pre Nursing studies

Methodist College
Fayetteville, NC
01.2017

High School Diploma -

Apostolic Carmel Girls High School
Nairobi, Kenya
12.2014

Skills

  • Customer Relationship Management (CRM)
  • Technical Support & Troubleshooting
  • Customer Success Strategy
  • Technical Sales Support
  • Escalation Management
  • Cross-Functional Collaboration
  • Tools & Platforms: Salesforce, Zendesk, Jira
  • Process Improvement

Languages

English
Native/ Bilingual
Swahili
Native/ Bilingual

Timeline

Senior Support Specialist and Team Lead

Brex Inc.
06.2022 - Current

Customer Success Manager

WPP-Scangroup
01.2020 - 02.2022

EXP Agency
04.2018 - 12.2019

Front Desk Receptionist

Duty Tire & Service Center
05.2017 - 08.2017

Associate of Science - Pre Nursing studies

Methodist College

High School Diploma -

Apostolic Carmel Girls High School

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