Rosa Miguens
Spring,TX
Summary
- Dynamic professional recognized as a top performer with multiple awards. Expertise in complaint resolution and staff training, ensuring high levels of customer satisfaction. Detail-oriented with exceptional communication skills, capable of managing multiple tasks in fast-paced environments. Extensive background in airlines, legal, law enforcement, and teaching sectors.
Overview
2
2
Languages
30
30
years of professional experience
Work History
Customer Service Representative
StoneSource
05.2023 - Current
- Consistent top-performer in fast paced environment.
- Communicated daily with customers and sales teams via telephone and email to ensure accurate quote and order fulfillment.
- Created and updated customer quotes, ensuring accurate pricing and relevant material information was communicated.
- Mentored new staff in customer service protocols and company standards to enhance team performance.
- Received "Culture Ambassador" recognition for 2024 Q1 & 2025 Q2.
- Coordinated with imports, purchasing, and logistics teams to optimize delivery options and support revenue maximization over 25% of proposed budget.
- Troubleshot and resolved various issues that arose during the project lifecycle with assistance from internal and external partners.
- Incorporated knowledge of National Specification programs to enhance project outcomes.
Senior Account Manager
Trinity Surfaces
07.2021 - 03.2023
- Managed client relationships for high-profile accounts in the surface materials industry in the South Central Region by ensuring customer loyalty & retention.
- Contributed to annual revenue goals by monitoring open orders to completion leading to over 20% profit increase.
- Resolved client issues in a timely manner while maintaining excellent customer service standards.
- Delivered customer service support in a fast-paced environment, enhancing client satisfaction and loyalty.
- Processed purchase orders and ensured timely completion, contributing to overall service quality and customer satisfaction.
- Received Trinitarian of the Month nomination from peers and management for exceptional teamwork.
Customer Service & Accounting Manager
Roca Tile USA
Houston, TX
07.2016 - 07.2021
- Leading a Customer Service Team of up to 6 employees.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns by implementing appropriate solutions.
- Handled Accounts Receivables for over 500 customers.
- Managed 25+ customer calls daily and processed 20+ purchase orders efficiently.
- Created new customer accounts by reviewing D&B credit reports.
- Review & approve credits, debits and return requests.
- Supervision of open order reports, backorders, and invoicing.
- Developed and enforced accounting policies and internal controls, facilitating accuracy in yearly external audits.
- Reconciling daily Cash Drawer receipts and bank deposits, electronically and in person with large amounts of cash.
- Reviewed and approved time cards and PTO requests.
- Optimized team morale to enhance cohesiveness and maintain a positive work environment.
- Received "Best Employee of the Midwest, South Central & West" recognition from company-wide peers in 2017.
- Closely worked with warehouse team to ensure orders are shipped efficiently and expeditiously.
Customer Service Representative
Roca Tile USA
Miami, FL
07.2013 - 07.2016
- Consistently named top-performer in monthly metrics, including highest number of orders and phone calls.
- Resolved customer complaints through effective communication and problem-solving skills.
- Resolved complaints regarding damaged shipments and coordinated replacement orders to ensure customer satisfaction.
- Processed & assisted customers with orders, shipping, container orders, air freight requests, logistics, BOLs, etc.
- Addressed customer product inquiries and service requests to enhance overall customer experience.
- Processed credits, debits & return requests.
- Processed freight claims on damaged material.
- Maintained knowledge of current products and promotions to provide accurate information.
- Supported sales team in showroom to enhance customer experience and drive sales. on Saturdays to gain knowledge on product & sales and profit increase.
English Language Instructor
Oxford English Academy
02.2009 - 06.2013
- Delivered ESL instruction in reading, grammar, composition, and verbal communication across various levels and age groups, fostering language proficiency.
- Implemented innovative teaching methods to improve student engagement and retention.
- Customized instruction to address diverse learning needs, enhancing student understanding and progress.
- Provided individualized coaching and practice for candidates pursuing European Certification of English Fluency, improving certification readiness.
- Honored with the Best Instructor Plaque for outstanding contributions to student learning.
Ticket Agent
American Airlines
Boston, MA
02.1997 - 09.2008
- Assisted passengers with airport counter check-in processes and facilitated ticket sales and reservations, delivering accurate information to enhance customer satisfaction.
- Assisted over 100 passengers per day, including travelers with special needs or requests during check-in process, such as unaccompanied minors, wheelchair requests, oxygen tank issues, etc.
- Informed customers of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service and ensure a safe and pleasant travel experience.
- Resolved customer complaints with professionalism and empathy, ensuring a positive travel experience and maintaining customer loyalty.
- Utilized SABRE reservation systems for efficient processing, tracking and modification of itineraries.
- Verified passenger identification documents for international flights.
- Made public address announcements to inform passengers about flight arrivals and departures. regarding aircraft arrivals and departures and boarding, etc.
Education
Some College (No Degree) - Sociology
Harvard University - Extension School
Cambridge, MASome College (No Degree) - Sociology
University of Massachusetts
Boston, MASkills
- Order processing
- Customer satisfaction
- Complaint resolution
- Effective communication
- Training and mentoring
- Bilingual
- High-energy attitude
- Punctuality and reliability
- Language instruction
Interests
Travelling; learning about new cultures & languages.
Reading & writing.
Nature & gardening.
Self-care.
Languages
Spanish
Native/ Bilingual
Portuguese
Limited
Accomplishments
- Culture Ambassador 2024 Q1 & 2025 Q4
- Trinitarian Award
- Best Employee of the Midwest, South Central & West Coast, 2017
- Best Instructor of ESL
Affiliations
- Volunteer ESL Instruction @ Holy Redeemer Church, Boston, 1989-1994
- Sunday School Teacher, Spain, 2008 & 2009
Timeline
Customer Service Representative
StoneSource
05.2023 - Current
Senior Account Manager
Trinity Surfaces
07.2021 - 03.2023
Customer Service & Accounting Manager
Roca Tile USA
07.2016 - 07.2021
Customer Service Representative
Roca Tile USA
07.2013 - 07.2016
English Language Instructor
Oxford English Academy
02.2009 - 06.2013
Ticket Agent
American Airlines
02.1997 - 09.2008
Some College (No Degree) - Sociology
Harvard University - Extension School
Some College (No Degree) - Sociology
University of Massachusetts