Miguel Miguez

Streamlined internal workflows using automation and AI tools, directly reducing resolution time by 30% for critical customer issues.

Partnered directly with enterprise customers across multiple accounts to diagnose technical challenges and recommend optimal configurations, significantly improving platform adoption.

Acted as a trusted point of contact for Spanish-speaking clients, providing tailored guidance that strengthened long-term relationships and ensured continuity of support.

Collaborated cross-functionally with Customer Success and Engineering teams to effectively manage escalations and stabilize at-risk accounts.

Identified and advised customers on opportunities to expand product usage by leveraging upcoming features, aligning solutions with their evolving needs.

Cultivated strong relationships with recurring accounts, leading to direct assistance requests from multiple customers based on proven successful interactions.

Managed premium-tier and high-priority customer issues, stabilizing sensitive situations and proactively preventing escalations.

Identified specific customer needs to deliver tailored guidance on configuration, workflows, and platform best practices, enhancing user efficiency.

Coordinated high-priority sourcing events and supported time-sensitive customer requirements, ensuring critical deadlines were met.

Collaborated effectively with cross-functional internal teams and customer business stakeholders to resolve complex issues, significantly improving overall customer experience.

Delivered comprehensive customer support for payment and billing systems, significantly improving user experience through clear and timely issue resolution.

Identified and implemented process improvement opportunities that streamlined workflows, increasing operational efficiency and reducing resolution times.

Mentored new team members and facilitated targeted training sessions, enhancing overall team performance and knowledge sharing.

Handled sensitive financial information and complex account-related queries with accuracy, maintaining high standards of data security.

Maintained professional communication with internal teams and customers to ensure alignment and effective resolution of complex issues.

Managed annual enterprise and government licensing renewals, meticulously analyzing prior-year agreements and updating licensing scope based on current customer requirements.

Processed complex license changes by validating partner documentation, accurately calculating updated pricing, and preparing orders for approval.

Communicated directly with Microsoft partners to confirm requirements and clarify discrepancies, ensuring accurate and timely order processing.

Adhered strictly to structured procedures and SLA commitments, maintaining high accuracy and timely delivery for high-value enterprise transactions.

Coordinated with internal teams to complete multi-stage validation, ensuring final order execution met all compliance and quality standards.