Sofia Miranda Torres

Customer Relations Case Manager with 10+ years of experience in customer support, case management, and Order-to-Cash (OTC) operations within multinational environments including HP Inc. Proven expertise in customer entitlement validation, case routing, escalation management, and end-to-end service event ownership. Strong background in SAP, Salesforce, KPI tracking, and process improvement.

Recognized for resolving complex customer issues, driving cross-functional collaboration, and improving customer experience through data-driven decisions.

Legal Third-Party Recovery Analyst - Smith & Nephew

(2025-01)

• Manage complex and escalated customer cases ensuring proper documentation, validation, and resolution.
• Validate customer entitlement and enforce compliance prior to order release.
• Oversee case lifecycle ensuring alignment with SLA, compliance, and business controls.
• Analyze customer account data and provide resolution based on financial and operational insights.
• Identify process improvement opportunities and contribute to workflow optimization projects.
• Provide guidance and support to team members handling complex cases.

Dispute Analyst - Cargill

(2021-01 - 2023-12)

• Managed high-volume customer cases across multiple channels ensuring timely resolution.
• Documented and analyzed disputes, improving case handling accuracy and efficiency.
• Evaluated customer feedback and recurring issues to enhance processes.
• Collaborated with cross-functional teams to resolve complex billing and service issues.
• Maintained strong KPI performance and service standards.

Customer Operations & SAP Support - HP Inc.

(2016-01 - 2018-12)

• Managed customer service requests across multiple channels including phone and system-based cases.
• Supported customer entitlement validation and case routing within HP systems.
• Troubleshot complex issues and collaborated with internal teams for resolution.
• Improved workflows and contributed to process enhancements in high-volume environments.
• Handled escalated customer interactions ensuring customer satisfaction and resolution.

High School Diploma - INA

Technical Certification - Computer Equipment Operations - INA

Certificate - Executive English - INA