Mirasol Ferrer

I’m a Utility Billing Associate with a strong BPO background, combining voice and non-voice customer support with data-driven billing accuracy. I’ve processed and reviewed utility bills, payments, credits, and refunds while ensuring compliance with company policies and regulatory requirements.

In my roles, I focus on resolving disputes efficiently: I investigate billing errors, address customer inquiries through phone, email, or in-person, and coordinate documentation needed to support resolutions. As a Customer Relations Officer, I thoroughly investigate complaints and mediate between customers and the appropriate parties to resolve issues before formal legal steps.

I also bring change-management experience—managing Request for Change (RFC), tracking progress, coordinating approvals, and generating change reports for stakeholders. With tools like SAP, Orion, Tableau, and Service-Now, I turn complex records into clear actions, insights, and measurable improvements in customer experience.