Adline Miranda Nelson

Operations Associate

Bengaluru, Karnataka, India7 yrs 8 mos experience

Key Highlights

Expert in managing customer escalations with empathy.
Proven track record in driving customer satisfaction.
Skilled in leveraging social media for brand engagement.

Stackforce AI infers this person is a Customer Experience Specialist with expertise in B2B and B2C service environments.

Contact

Skills

Core Skills

Team ManagementCustomer SuccessCustomer SupportSalesSocial Media Management

Other Skills

Team LeadershipZendeskStripeChargebeeRefundsEscalation ManagementInternational SupportDocumentationUser Generated ContentAnalytical SkillsEmail EtiquetteSales ProcessesTime ManagementConflict ManagementCustomer Experience

About

🏦 Banking | 🏠 Mortgage | 📦 Logistics & Claims | 📈 Social Media | Multi Channel Review Management| 💼 Customer Success | 🌍 Global support | | 💳 Payments | Disputes & Chargeback Management | 🔁 Refunds | 🚀 Escalations & Customer Advocacy | 🛠️ Stripe | 🧾 Charge bee | 📬 Zendesk | 🗣️ Seller Governance & Compliance | 📊 Outbound Sales I don’t just “handle” escalations—I de-escalate, clarify, and rebuild trust. I don’t just “manage” reviews—I listen, respond, and turn feedback into growth. I don’t just “process” disputes—I analyze, resolve, and protect business integrity. I don’t just “enforce” governance—I guide sellers, set standards, and ensure fairness. Passionate about connecting businesses across borders, I’m eager to explore opportunities in business development and strategic partnerships with experience in both B2B and B2C service environments. I thrive where empathy, compliance, and efficiency intersect. If there’s a challenge, I see an opportunity to create clarity and strengthen relationships.

Experience

7 yrs 8 mos

Total Experience

1 yr 7 mos

Average Tenure

1 yr 1 mo

Current Experience

Bark.com

3 roles

Shift Lead

Promoted

Feb 2026 – Present · 4 mos · Bengaluru, Karnataka, India

Lead and manage the team members during your shift to ensure KPIs are met - APAC Region
Monitor, track, and analyze key performance indicators (KPIs) for the team. Provide daily, weekly, and monthly performance reports, highlighting trends, challenges, and areas for improvement.
Ensure adequate staffing levels during shifts to meet business needs, manage schedules effectively, and adjust team resources as necessary to handle call volumes and maintain high service levels.
Oversee call queues to ensure timely and efficient response to incoming queries.
Identify skill gaps within the team and provide guidance or training to improve performance.
Conduct regular 121s for your team, providing constructive feedback and setting goals for improvement.
Ensure the team adheres to internal quality standards, policies, and procedures.
Act as the first point of contact for any issues or escalations that arise during your shift. Resolve conflicts and problems swiftly and efficiently to maintain a positive work environment and customer satisfaction.

Team LeadershipTeam ManagementCustomer Success

Customer Experience Advisor

Promoted

May 2025 – Feb 2026 · 9 mos · Bengaluru, Karnataka, India

Trained in Seller Governance, ensuring adherence to platform standards and maintaining marketplace integrity.
Delivered on-call support for APAC customers and professionals, ensuring quick resolution and a high-quality service experience.
Handled refund requests, providing clear process explanations and ensuring compliance with company policies.
Conducted outbound sales with a strong focus on the Australian market, driving engagement and conversion.
Managed escalations with empathy and professionalism, balancing customer satisfaction with business interests.
Skilled in using Zendesk, Stripe, and Charge bee for case management, payment processing, and customer communication.

ZendeskStripeChargebeeRefundsEscalation ManagementCustomer Support+1

Customer Experience Agent

Feb 2025 – May 2025 · 3 mos · Bengaluru, Karnataka, India

Managing customer interactions across multiple channels
Troubleshooting issues and providing effective solutions
Assisting professionals in maximizing their success on the platform
Maintaining high customer satisfaction through clear communication and problem-solving

RefundsInternational SupportCustomer Support

Asb solutions

2 roles

Customer Experience Specialist

Promoted

Oct 2024 – Feb 2025 · 4 mos · Bengaluru, Karnataka, India

Specialized in handling customer escalations, providing solutions with empathy while aligning with business policies.
Managed multi-channel reviews (Trustpilot, Google, and other platforms), including response drafting, resolution follow-ups, and review removal requests where applicable.
Implemented processes to reduce disputes and chargebacks, ensuring fair outcomes for both customers and the business.
Partnered with operations and compliance teams to identify root causes of escalations and prevent repeat issues.
Strengthened brand reputation by maintaining a proactive and professional approach to online feedback.

RefundsInternational SupportCustomer Support

Customer Delight Specialist

Jul 2023 – Oct 2024 · 1 yr 3 mos · Bengaluru, Karnataka, India

Handled customer claims and escalations related to shipping, delivery issues, and product returns for the US market.
Processed refunds and adjustments, ensuring accuracy and compliance with company policies.
Provided end-to-end support across logistics operations, including order tracking, status updates, and resolution of delivery concerns.
Collaborated with internal teams to investigate and resolve claims within agreed timelines.
Maintained a high standard of customer satisfaction by delivering clear communication and timely solutions.

RefundsInternational SupportCustomer Support

Tsi - transworld systems inc.

Associate Assurant Operations

Jan 2022 – Jan 2023 · 1 yr · Bengaluru, Karnataka, India · Remote

Conducted outbound B2B calls to insurance companies and agents to validate loan details and mortgage information.
Assisted in the renewal of mortgages, ensuring all client and company requirements were accurately met.
Processed payments and related documentation with high accuracy and compliance to company policies.
Maintained clear and professional communication with stakeholders to ensure smooth operational workflow.
Supported team goals by consistently meeting quality and productivity targets in mortgage operations.

DocumentationInternational SupportCustomer Support

Benchresto cafe

Social Media Manager

Jan 2019 – Jan 2022 · 3 yrs · Kochi, Kerala, India · Hybrid

Developed and executed creative content strategies, including posters, menu highlights, and engaging social media posts.
Managed online reviews and customer feedback, ensuring prompt responses and maintaining a positive brand image.
Created campaigns to increase customer engagement and footfall, leveraging social media platforms effectively.
Monitored social media metrics and trends to optimize content and promotions for better reach and interaction.
Collaborated with café staff to showcase special offers, menu updates, and events, enhancing brand visibility.

User Generated ContentAnalytical SkillsSocial Media Management

Tokloud media strategy services

Customer Service Representative

Jan 2017 – Jan 2018 · 1 yr · Kochi, Kerala, India · On-site

Provided end-to-end support via email, chat, and calls, ensuring timely and effective resolution of customer queries.
Assisted customers with refunds, order issues, and account-related concerns, maintaining a high level of satisfaction.
Managed escalations and complex cases with professionalism and empathy.
Documented interactions accurately to ensure seamless communication across support channels.
Collaborated with internal teams to improve processes and prevent recurring issues, enhancing overall customer experience.

International SupportAnalytical SkillsCustomer Support