Mirasol Ferrer

Customer-focused Sales and Operations Professional with over 10 years of experience in customer service, sales operations, client relationship management, business process coordination, and administrative support. Experienced in supporting global organizations by managing customer inquiries, coordinating cross-functional teams, maintaining enterprise systems, and delivering exceptional customer experiences while consistently meeting operational KPIs and service level agreements. Proficient in SAP, ServiceNow, Tableau, Orion, CRM platforms, and Microsoft Office Suite.

Recognized for strong communication, problem-solving, stakeholder management, and the ability to adapt quickly in fast-paced, customer-centric environments. Seeking a remote opportunity where I can contribute to customer success, operational excellence, and long-term business growth.

Customer Relations Officer (Freelance) - Ateco Group

(2025-06 - 2025-10)

• Investigated customer complaints by reviewing repair histories, invoices, and supporting documentation.
• Acted as liaison between customers, dealerships, retailers, and manufacturers to facilitate complaint resolution.
• Reviewed vehicle buyback documentation for completeness and compliance.
• Maintained accurate case records while ensuring timely communication with all stakeholders.
• Delivered professional customer support throughout the complaint resolution process.

Utility Billing Associate - Accenture Inc.

(2024-06 - 2025-03)

• Processed utility billing transactions while maintaining a high level of accuracy and compliance.
• Reviewed and validated billing records, identifying discrepancies and resolving issues promptly.
• Processed customer payments, credits, refunds, and billing adjustments.
• Responded to billing-related customer inquiries through multiple communication channels.
• Investigated billing disputes and collaborated with internal teams to resolve issues efficiently.
• Analyzed billing data and generated reports using Tableau to support operational decisions.
• Performed quality audits to maintain data integrity and compliance.
• Assisted in training new team members on billing procedures and systems.

Change Manager - Accenture Inc.

(2023-02 - 2024-05)

• Coordinated end-to-end Request for Change (RFC) processes following established change management procedures.
• Reviewed and assigned RFCs while ensuring adherence to agreed service level agreements.
• Facilitated stakeholder approvals and coordinated Change Advisory Board (CAB) meetings.
• Produced change management reports and monitored implementation progress.
• Guided project managers and stakeholders on change management documentation and procedures.
• Coordinated emergency changes and maintained audit-ready documentation.

Customer Service Associate - Accenture Inc.

(2021-01 - 2023-02)

• Delivered customer support through voice and digital communication channels while maintaining high service standards.
• Built positive customer relationships by providing accurate information and timely issue resolution.
• Documented customer interactions, inquiries, and resolutions using CRM systems.
• Investigated customer concerns and coordinated with internal departments to resolve complex issues.
• Recommended process improvements to enhance customer experience and operational efficiency.
• Consistently met key performance indicators, including customer satisfaction, quality scores, average handling time, productivity, and service level expectations.
• Managed high daily inquiry volumes while maintaining professionalism and attention to detail.

Sales Operations Executive - Sun Global DMCC - Dubai, UAE

(2017-09 - 2019-08)

• Managed domestic and international customer accounts across multiple markets.
• Developed sales strategies that supported business growth and revenue targets.
• Built and maintained long-term customer relationships through consultative selling.
• Prepared quotations, negotiated pricing, and coordinated order fulfillment.
• Conducted market research to identify customer needs and emerging opportunities.
• Generated sales reports and analyzed performance metrics for management.
• Collaborated with logistics, customer service, and operations teams to ensure timely deliveries.
• Ensured compliance with international trade regulations and company policies.
• Delivered post-sales support to strengthen customer satisfaction and retention.

Receptionist cum Admin / Sales Coordinator - Sun Global DMCC - Dubai, UAE

(2017-03 - 2017-09)

• Coordinated daily administrative and sales support activities.
• Scheduled meetings, maintained documentation, and managed office correspondence.
• Assisted the sales team with quotations, order processing, and customer follow-ups.
• Maintained accurate customer records and sales documentation.
• Supported executives with administrative tasks and operational coordination.

Permit Coordinator / Administrative Assistant - Desco Inc.

(2014-07 - 2015-08)

• Processed permit documentation and maintained regulatory records.
• Coordinated with government offices and internal departments regarding permit requirements.
• Prepared reports and maintained organized filing systems.
• Supported daily administrative operations.

Test Facilitator - Emergent Concept Inc.

(2015-09 - 2016-05)

• Administered examinations according to established procedures.
• Verified participant information and examination requirements.
• Maintained testing integrity and accurate documentation.
• Assisted candidates while ensuring compliance with testing protocols.

Air Traffic Controller (Warehouse Operations) - Coca-Cola Bottlers Philippines

(2011-08 - 2014-02)

Coordinated warehouse movement and product distribution activities. Monitored inventory flow and ensured timely dispatch of deliveries. Collaborated with warehouse teams to improve operational efficiency. Maintained accurate operational records and reports.

Bachelor of Science - Tourism - San Pedro College of Business Administration (2007 - 2011)