Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Edwin M. Miranda R.

San Francisco

Summary

Dynamic and disciplined professional with proven experience in customer service, quality assurance, and administrative support. Adept at optimizing processes, coordinating cross-functional initiatives, and delivering high-standard outcomes. Skilled in effective communication, data analysis, and client relationship management. Demonstrates strong leadership and mentoring abilities, with a commitment to continuous improvement and organizational growth. Fluent in English (C1) and Spanish, with a working knowledge of Greek. Currently pursuing degrees in Civil Engineering and Law, reflecting a versatile and ambitious professional profile.

Overview

1
1
year of professional experience

Work History

Internal Auditor

Capital One
10.2024 - 02.2025
  • Review and investigate disputes raised by cardholders regarding unauthorized transactions, billing errors, or merchant-related issues
  • Analyze account histories, transaction details, and supporting documentation to determine the validity of the claim
  • Educate customers on credit card terms, security measures, and how to prevent unauthorized transactions
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Customer Service Representative

Capital One
07.2024 - 10.2024
  • Assisted customers in navigating company website and placing online orders, improving overall user experience
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Quality Assurance Lead

Interdent
09.2023 - 06.2024
  • Delivered prompt service to prioritize customer needs
  • Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
  • Implemented continuous improvement initiatives within the QA team to elevate performance levels consistently across projects over time.
  • Collaborated with cross-functional teams to ensure seamless integration of QA efforts into product development lifecycle.
  • Performed internal audits to maintain operating procedure and regulatory standards compliance.
  • Identified process gaps and implemented corrective actions, resulting in higher efficiency and reduced error rates.
  • Improved customer satisfaction with high-quality products through meticulous QA processes.

Education

Bachelor of Science - Law

Universidad De Panama
12-2028

High School Diploma -

I.P.T Jeptha B. Duncan
12-2022

Skills

    • Report Generation

    • Consultative Sales

    • Data Collection

    • Scheduling

    • Data Entry

    • Call Management

    • Quality metrics analysis

    • Critical thinking

    • In-depth technical knowledge

    • Data entry

Languages

English
Full Professional
Spanish
Native or Bilingual
French
Limited Working

Timeline

Internal Auditor

Capital One
10.2024 - 02.2025

Customer Service Representative

Capital One
07.2024 - 10.2024

Quality Assurance Lead

Interdent
09.2023 - 06.2024

Bachelor of Science - Law

Universidad De Panama

High School Diploma -

I.P.T Jeptha B. Duncan
Edwin M. Miranda R.