Open to opportunities

Bernadette Miano

@bernadettemiano1

Customer Service Representative with nearly 3 years of BPO experience delivering de-escalation and high-quality support for U.S. clients.

Philippines

Message

What I'm looking for

I’m looking for a fast-paced customer support role where I can deliver empathetic, policy-compliant service, improve outcomes through coaching, and keep building my skills in de-escalation and quality performance—ideally in a remote U.S.-client environment.

I am looking for a long-term career path that helps me advance professionally by serving customers while continuing to learn and grow.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Foundever

May 2024 - Aug 2025 (1 year 3 months)

Managed 300+ weekly customer contacts by phone, chat, and email, exceeding quality benchmarks by 12% (94% vs. 84% target) and productivity by 18%. Guided users through app/website navigation, payments, and scheduling; resolved 40+ escalations monthly while maintaining a 92% customer satisfaction rate for resolved interactions.

Customer Support Scheduling Escalation Management

Quality Analyst

Iresponse Business Solutions, Inc.

Apr 2022 - Dec 2023 (1 year 8 months)

Evaluated 200+ weekly agent-customer interactions against quality frameworks, scoring 12+ competencies including active listening and brand tone adherence. Delivered personalized coaching feedback to 25+ agents per month, improving average quality scores by 21% over 6 months and maintaining 100% audit compliance through detailed records.

Quality Assurance Active Listening Coaching Feedback Audit & Compliance Performance Monitoring