Miriam B Cabrera

Customer service professional with 7+ years of experience supporting customers and members across order support, healthcare, tax, retail, and technical support environments. Skilled in high-volume inbound customer service, order management, billing and payment support, order status and fulfillment inquiries, returns and exchanges, issue resolution, de-escalation, account support, technical troubleshooting, and accurate documentation. Experienced in handling escalated concerns, navigating policies and procedures, collaborating across departments, and delivering timely solutions that improve customer satisfaction.

CUSTOMER SERVICE REPRESENTATIVE – AVALON ORDER SUPPORT at Concentrix (2025-05 – Present)

Provide high-volume customer support for order-related inquiries, delivering accurate information and timely resolutions while maintaining a positive customer experience.

• Assist customers with order status, order details, product availability, fulfillment, shipping, and delivery-related questions.
• Support customers with order changes, cancellations, returns, exchanges, refunds, replacements, and other post-purchase service requests in accordance with established policies.
• Research billing and payment concerns, identify discrepancies, explain applicable charges, and guide customers through available resolution options.
• Verify customer and order information, navigate multiple systems, and document interactions accurately to ensure continuity of service and complete case records.
• Troubleshoot order and account issues by identifying root causes, researching available solutions, and coordinating with appropriate internal teams when escalation is required.
• Handle dissatisfied customers professionally using active listening, empathy, de-escalation, and clear communication to resolve concerns and protect customer loyalty.
• Follow strict privacy, security, quality, and process requirements when accessing and discussing customer and order information.
• Manage multiple customer requests and competing priorities in a fast-paced contact-center environment while meeting productivity, quality, and customer satisfaction expectations.
• Use customer-service and communication systems to manage interactions, complete after-contact documentation, and ensure accurate follow-through on customer requests.

SUBJECT MATTER EXPERT (SME) at TurboTax | Concentrix (2025-01 – 2025-04)

• Resolved escalated customer issues while maintaining professional communication, service quality, and positive customer relationships.
• Provided one-on-one coaching and real-time support to representatives and managers on product, process, and customer service best practices.
• Mentored junior team members and reinforced effective troubleshooting, issue resolution, and customer engagement techniques.
• Conducted classroom-style training sessions covering program introduction, processes, and product instruction.
• Supported continuous improvement by identifying recurring customer and process challenges and sharing solutions with the team.

CUSTOMER SERVICE OUTFITTER at Bass Pro Shops & Cabela's | Concentrix (2024-10 – 2024-12)

• Handled customer phone orders, entered order information accurately, and supported customers with product selection and availability.
• Provided information on discounts, promotions, specials, and inventory across locations.
• Responded to customer inquiries through email and chat while maintaining a professional and positive customer experience.
• Applied company policies related to payments, returns, and exchanges to resolve customer requests accurately.

TECHNICAL SUPPORT REPRESENTATIVE at TurboTax | Concentrix (2024-02 – 2024-04)

• Provided technical and customer support for TurboTax users, troubleshooting product issues and guiding customers to effective solutions.
• Used remote-access tools when necessary to troubleshoot customer systems and resolve technical concerns.
• Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
• Documented customer interactions, transactions, issues, and resolutions accurately for future reference.
• Collaborated with other departments to resolve complex customer issues and deliver solutions aligned with customer needs.
• Followed company policies and procedures governing technical support operations and customer interactions.

CUSTOMER SERVICE REPRESENTATIVE at Bulwark Exterminating

• Maintained strong knowledge of company policies, procedures, and services to accurately address customer questions and concerns.
• Investigated customer issues, assessed contributing factors, and identified appropriate solutions.
• Provided personalized guidance and account support while maintaining a customer-focused approach.
• Protected customer information by following confidentiality, privacy, and applicable regulatory requirements.

PATIENT COORDINATOR at AZ-Tech Radiology (2018-04 – 2021-03)

Provided front-line customer service to patients and families while managing multiple administrative and patient-care support responsibilities.

• Processed payments and completed front-end documentation accurately and efficiently.
• Served as a liaison among physicians, staff, patients, families, and third-party payers to facilitate clear communication and timely resolution of concerns.
• Assisted patients with insurance coverage questions, payment plans, and other financial matters.
• Verified and collected patient information and developed intake forms to improve data accuracy and consistency.
• Supported technicians with patient preparation, oral contrast procedures, translations, and exam-image disc requests.
• Maintained accurate and timely patient-care documentation.

High School Diploma – Tempe High School (2011-05)