Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Miguelina Garcia Silverio

Valdosta

Summary

Customer Experience Manager specializing in high-quality service delivery and customer satisfaction. Proven track record in productivity and efficiency, with expertise in customer feedback analysis and process improvement. Strong communication and problem-solving skills utilized to consistently exceed customer expectations. Experienced in developing and implementing effective customer service protocols that enhance satisfaction and foster client loyalty.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

HomeSafe Alliance, LLC
11.2024 - 06.2025
  • Managed day-to-day operations and production workflows for a team of 30–40 customer care agents, ensuring quality, accuracy, and efficiency across functions.
  • Developed and implemented procedures to improve department performance, proactively resolving complex production issues to minimize disruptions.
  • Assessed daily workload distribution and queue management to optimize capacity and meet service-level goals.
  • Analyzed productivity data, identified gaps against capacity plans, and initiated corrective actions to mitigate performance risks.
  • Led quality monitoring initiatives and created actionable improvement plans to elevate service standards and compliance.
  • Acted as department liaison, resolving client escalations and facilitating communication between internal teams and external partners.
  • Coordinated training programs, and identified development opportunities to build technical expertise.
  • Incorporated insights from operational, financial, and QA reports to continuously improve individual and team performance.

Customer Service Representative Lead

Wayside Publishing
05.2022 - 11.2024
  • Delivered bilingual customer support via phone and email for order processing, product inquiries, and technical issues, ensuring efficient communication.
  • Utilized Salesforce to document customer interactions and identify trends, supporting process improvements and enhancing service quality.
  • Managed digital platform support, assisting customers with access codes and course activation for seamless user experiences.

Adjudication Supervisor

SaviLinx, LLC
04.2021 - 04.2022
  • Mentored a team of 15 agents, delivering weekly coaching sessions and providing leadership with comprehensive reports on performance and development needs.
  • Managed escalated claim calls and resolved technical issues, consistently ensuring high levels of claimant satisfaction.
  • Conducted call audits utilizing NICE inContact to enhance quality assurance and provide actionable training feedback.

Adjudication Agent

SaviLinx, LLC
08.2020 - 04.2021
  • Processed claims and addressed high-volume inquiries to assess benefit eligibility, ensuring efficient service delivery.
  • Researched and resolved complex cases while adhering to HIPAA and PHI standards, maintaining compliance and data security.

Order Processing & Data Entry

Broward Promotions
04.2017 - 12.2019
  • Processed and tracked customer orders, maintaining accurate billing records and ensuring timely delivery coordination.
  • Collaborated with team members to streamline order processing, contributing to enhanced operational efficiency.
  • Ensured effective communication with delivery drivers to support on-time order fulfillment.

Sales Administrative Assistant

Nagler Group
09.2015 - 03.2017
  • Managed Salesforce entries for quotes and bids, ensuring data accuracy and timely updates.
  • Coordinated with internal teams and processed payment requests to streamline operations.

Sales/Customer Service Representative

Bank of America Card Services
  • Delivered customer support and resolved account issues, which enhanced overall customer satisfaction and retention.
  • Promoted effective solutions to address customer needs, contributing to improved loyalty and retention rates.

Education

Diploma - Business Administration

Alison
Online

Associate Degree - Business Administration

NECC
Haverhill, MA

Certificate - Medical Office Assistant

L.A.R.E.
Haverhill, MA

Certificate - Legal Secretary

Adult Learning Center
Lawrence, MA

GED - High School Equivalency

Adult Learning Center
Lawrence, MA

Skills

  • Call center operations and supervision
  • SLA monitoring and performance metrics
  • Coaching and team development
  • Workforce planning and scheduling
  • Customer relationship management
  • Conflict resolution and escalation handling
  • Bilingual communication: Spanish / English
  • Technical support and troubleshooting
  • Government contract compliance (HIPAA, PHI)
  • Salesforce proficiency
  • NICE inContact expertise
  • ServiceNow knowledge
  • Microsoft Office suite
  • SharePoint utilization
  • Google Suite applications
  • Customer service excellence
  • Quality assurance processes

Certification

  • CRM with HubSpot, Coursera Project Network
  • Business Analysis and Process Management, Coursera
  • Medical Office Assistant, L.A.R.E.
  • Legal Secretary, Adult Learning Center

Languages

Spanish
Native/ Bilingual

Timeline

Customer Experience Manager

HomeSafe Alliance, LLC
11.2024 - 06.2025

Customer Service Representative Lead

Wayside Publishing
05.2022 - 11.2024

Adjudication Supervisor

SaviLinx, LLC
04.2021 - 04.2022

Adjudication Agent

SaviLinx, LLC
08.2020 - 04.2021

Order Processing & Data Entry

Broward Promotions
04.2017 - 12.2019

Sales Administrative Assistant

Nagler Group
09.2015 - 03.2017

Sales/Customer Service Representative

Bank of America Card Services

Diploma - Business Administration

Alison

Associate Degree - Business Administration

NECC

Certificate - Medical Office Assistant

L.A.R.E.

Certificate - Legal Secretary

Adult Learning Center

GED - High School Equivalency

Adult Learning Center

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Miguelina Garcia Silverio