Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Kener Figueroa

Kener Figueroa

Customer Support Representative
Tegucigalpa

Summary

Customer-centric Customer Support Representative with a proven track record at multiple Contact centers, currently at Partner Hero, excelling in complaint handling and software troubleshooting. Recognized for enhancing customer satisfaction through effective communication and problem resolution, achieving highly positive feedback and CSAT scores. Committed to fostering customer loyalty and success while maintaining meticulous records of interactions.

Overview

6
6
years of professional experience

Work History

Customer Support Representative - Grindr Support

Partner Hero
09.2022 - Current
  • Maintaining comprehensive knowledge of products and services through email tickets and phone, ensuring users have enough information about the app and access to all its features
  • Resolving customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Enhancing customer satisfaction by promptly addressing concerns and providing accurate information.
  • Balancing multiple priorities while maintaining a focus on excellent communication skills and attention to detail.

Customer Support Representative - Vroom

Teleperformance
01.2022 - 07.2022
  • Provided updated information to customers about every stage in the process of acquiring a Vehicle with Salesforce as the main tool for gathering and sharing information
  • Established conversations with escalated users with concerns about the process in a professional, calm, and reassuring manner.
  • Achieved customer satisfaction while following company guidelines, receiving good feedback from both users and co-workers.

Technical Support Representative - Google Nest

24-7 Intouch
01.2021 - 12.2021
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
  • Responded to customer inquiries and provided technical assistance over the phone.
  • Enhanced customer loyalty with prompt and effective resolution of technical issues.

Amazon Customer Service Representative

StarTek
01.2019 - 01.2020
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted in the recruitment process for Amazon new hires in the US (Amazon Candidate Connection Services). Provided latest updates in the process through Salesforce.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Education

No Degree - Engineering Mechanics

National Autonomous University of Honduras
Tegucigalpa, Honduras
05.2001 -

High School Diploma -

Technical Institute Luis Bogran
Tegucigalpa, Honduras
05.2001 -

Skills

Customer service excellence

Additional Information

Experience with Tools:


  • Salesforce
  • Zendesk
  • Admin


Basic Skills:


  • Spreadsheets
  • Email crafting
  • Internal communication tools (Slack, etc.)


Certification:


  • Google Data analyst course (In progress)

Timeline

Customer Support Representative - Grindr Support

Partner Hero
09.2022 - Current

Customer Support Representative - Vroom

Teleperformance
01.2022 - 07.2022

Technical Support Representative - Google Nest

24-7 Intouch
01.2021 - 12.2021

Amazon Customer Service Representative

StarTek
01.2019 - 01.2020

No Degree - Engineering Mechanics

National Autonomous University of Honduras
05.2001 -

High School Diploma -

Technical Institute Luis Bogran
05.2001 -

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Kener FigueroaCustomer Support Representative