Sofia Miranda Torres
Customer Relations Case Manager
Contratar a esta persona
Enviá una oferta de trabajo directamente a este candidato
Sobre mí
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.
Experiencia
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.
Educación
High School Diploma - INA
Technical Certification - Computer Equipment Operations - INA
Certificate - Executive English - INA
