PJPedro Miranda Jr
@pprmj
I am a seasoned customer support professional delivering expert technical troubleshooting and empathetic remote nighttime support.
CanadaWhat I'm looking for
I have over 20 years of experience providing remote technical support and client services across telecommunications, finance, and IT. I consistently deliver clear, empathetic communication while using CRM and ticketing tools to resolve complex issues and maintain high client satisfaction.
As a client services manager, I maintained meticulous records, contributed to a 95% first-call resolution rate and a 98% customer satisfaction score, and implemented process improvements that enhanced service delivery. I am seeking part-time remote nighttime work where I can apply my troubleshooting skills, CRM expertise, and strong time-management to support customers effectively.
Experience
Work history, roles, and key accomplishments
Client Services Manager
AdvisorNet Communications
Apr 2015 - Present (10 years 4 months)
Managed high-volume inbound inquiries, achieving a 95% first-call resolution rate and 98% customer satisfaction while maintaining accurate CRM records. Drove process improvements and maintained knowledge bases to enhance team service delivery.
HCPersonal Banker
HSBC Bank Canada
Jun 2014 - Feb 2015 (8 months)
Served as primary client contact for banking services, managing transactions and resolving complex inquiries while ensuring strict adherence to internal controls and regulatory compliance. Provided clear guidance on financial products to maintain seamless client experiences.
Financial Branch Specialist
Cash Store Financial
Sep 2013 - Jun 2014 (9 months)
Assisted with loan applications while explaining the lending process. Performing cash handling operations and assessing applicants for loans. Facilitating debt collection for past due accounts. Maintaining the customer branch database perpetually. Fostering client satisfaction by providing professional customer service. Managing upsell of auxiliary and premium banking services to qualified patrons
Dell YTT Support Professional
Stream Global Services
Mar 2011 - Apr 2012 (1 year 1 month)
Served as primary point of contact for Dell customers, resolving technical and billing issues and consistently exceeding KPIs for call handling time and first-call resolution. Utilized Siebel CRM to manage high-volume tickets and translate complex issues into clear guidance.
RedBox & MSN TV Support
Stream Global Services
Jan 2006 - Jan 2011 (5 years)
Provided high-volume inbound customer support for RedBox and MSN TV, resolving billing and rental-service issues and applying de-escalation techniques to achieve high first-call resolution. Managed customer accounts with precision and delivered consistent positive feedback.
Education
Degrees, certifications, and relevant coursework
UVUniversity of the Fraser Valley
Bachelor of Arts, Computer Information Systems
2005 - 2011
Completed 80 credits toward a Bachelor of Arts in Computer Information Systems at the University of the Fraser Valley from 2005 to 2011.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Social media
Job categories
Skills
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