Open to opportunities

Mira Prima

@kazprima

Message

Experienced people and project manager driving operational excellence and high customer satisfaction.

Philippines

Message

What I'm looking for

I seek a results-driven role where I can lead teams, improve processes, mentor staff, and drive high customer satisfaction within a collaborative, growth-focused organization.

I am a results-driven team leader with over 15 years of experience in customer service, account management, and technical support across healthcare, retail, and telecom sectors. I specialize in optimizing processes, mentoring high-performing teams, and resolving complex escalations to exceed client expectations.

In leadership roles I have implemented process and training improvements that produced measurable outcomes: sustained 98% CSAT, NPS above 85%, 80% of one-downs exceeding expectations, and attrition below 3%. I combine performance analysis with targeted coaching to consistently meet KPIs.

My background includes supervising healthcare claims processing, retail account management for large clients, data processing, and escalation management. I built engagement and recognition programs, led onboarding, and partnered with QA and training to refine workflows and maintain high service quality.

I am actively seeking opportunities to leverage my transferable skills in a dynamic, results-oriented environment where I can continue to improve operational efficiency, develop teams, and drive exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Team Leader - Health Care

Concentrix

Oct 2021 - Feb 2025 (3 years 4 months)

Led a healthcare support team managing claims, benefits, authorizations, and appeals; implemented process improvements and coaching that sustained 98% CSAT and NPS >85% while keeping attrition below 3%.

Team Leadership Claims Processing Coaching Process Improvement CSAT NPS Management Performance Analysis Employee Engagement

Associate Manager - Account Management

Sutherland Global Services

Aug 2017 - Sep 2021 (4 years 1 month)

Managed an account management team for retail (Amazon) inquiries, driving strategy, training, and cross-functional escalation handling to improve customer satisfaction and KPI performance.

Account Management Team Supervision Training Development Escalation Management Workflow Optimization Cross Functional Collaboration KPI Tracking Customer Experience

Data Processing Specialist

Kydia Inc

Jul 2018 - Oct 2019 (1 year 3 months)

Maintained and validated customer account data, corrected discrepancies, and coordinated with support and finance teams to ensure data integrity and compliance across platforms.

Data Entry Data Validation Data Quality Assurance & Compliance Cold Calling Data Security

Technical Support Representative

Sutherland Global Services

Aug 2012 - Aug 2017 (5 years)

Provided technical support for telecom customers, resolving connectivity and equipment issues, guiding service activations and plan changes while maintaining high satisfaction scores.

Technical Support Troubleshooting Activation Telecom Customer Satisfaction

Escalation Specialist

Sutherland Global Services

Aug 2011 - Aug 2012 (1 year)

Resolved high-priority manager-level escalations with a 95% resolution rate, partnered on root-cause process improvements, and led onboarding/training with a 100% endorsement success.

Escalations Root Cause Analysis Process Improvement Stakeholder Management Training Delivery

Customer Service Representative

Sutherland Global Services

Jan 2010 - Aug 2011 (1 year 7 months)

Handled customer inquiries across channels, managing order resolutions, refunds, and escalations while maintaining timely, accurate, and professional communication.

Customer Support Time Management Problem Solving Attention To Detail Collaboration