Miranda S.
About Miranda S.
Miranda S. is a Customer Services Manager with extensive experience in improving customer service processes and training. She has successfully implemented a new returns process and a CRM system, significantly enhancing customer satisfaction and reducing business costs.
Work at Resident
Currently, Miranda S. serves as the Customer Services Manager at Resident, a position she has held since 2021. In this role, she has focused on enhancing customer experience and operational efficiency. Miranda has successfully implemented a new returns process that has reduced overall business costs by up to 20% through the establishment of a Repair Service. Her leadership has contributed to significant improvements in customer satisfaction and service delivery.
Previous Experience in Customer Service Management
Before joining Resident, Miranda S. held various customer service management roles. She worked at Assured Cyber Protection (ACP™) as a Customer Service Manager from 2020 to 2021. Prior to that, she was the Senior Customer Service Manager at PowWowNow from 2016 to 2018. Additionally, she served as a Customer Service Manager from 2012 to 2016, and as a Customer Service Advisor from 2009 to 2011. These positions provided her with extensive experience in managing customer relations and improving service processes.
Training and Development Initiatives
Miranda S. has created 25 key training events aimed at enhancing the customer experience for both customers and sales representatives. These initiatives demonstrate her commitment to fostering a knowledgeable workforce and improving service quality. Her focus on training has played a crucial role in elevating customer interactions and ensuring that staff are well-equipped to meet customer needs.
Technical Support and Early Career
Miranda S. began her career in customer service and technical support. She worked as a Technical Support Advisor at Aqualisa Products Limited for six months in 2008-2009. Earlier, she was a Skin Care Specialist at Clarins Group from 2007 to 2008. These early roles provided her with foundational skills in customer interaction and product knowledge, which she has built upon throughout her career.
Achievements in Customer Satisfaction
Throughout her career, Miranda S. has focused on improving customer satisfaction. She implemented a new CRM system, Zendesk, which resulted in an increase in customer satisfaction to 97%. This achievement highlights her ability to leverage technology to enhance customer service and streamline operations.