Open to opportunities

Bernadette Miano

@bernadettemiano

Message

Customer service and quality assurance professional focused on improving experience and operational quality.

Philippines

Message

What I'm looking for

I am seeking a role where I can apply quality assurance and customer support expertise to improve service delivery, coach teams, and drive measurable customer satisfaction.

I am a customer service and quality analyst with nearly three years of BPO experience, specializing in call handling, call monitoring, escalation management, and quality scorecards. I consistently meet quality and productivity standards while documenting interactions accurately and supporting process improvements that increase efficiency and satisfaction.

I have hands-on experience providing multichannel customer support, evaluating interactions to ensure compliance with client expectations, and coaching agents with actionable feedback. I am detail-oriented, adaptable, and committed to delivering excellent customer experiences and measurable service quality gains.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Foundever

May 2024 - Aug 2025 (1 year 3 months)

Provided phone and digital-channel customer support for orders, shipments, and account issues, consistently meeting quality and productivity targets while documenting interactions and escalating complex cases.

Customer Support CRM Escalation Management Documentation Multitasking Communication

Quality Analyst

IResponse Business Solutions, Inc.

Apr 2022 - Dec 2023 (1 year 8 months)

Evaluated customer support interactions against quality standards, delivered agent feedback, managed multiple account scorecards, and supported process improvements that increased service efficiency and satisfaction.

Quality Assurance Communication Process Improvement Multitasking Escalation Management