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
Complaint handling
Customer success management
Software troubleshooting
Inbound call answering
Report generation
Data sorting - Salesforce, Admin
Crafting email responses - Salesforce, Zendesk
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 -