KEVIN GARCIA LOPEZ
Customer Support Agent
CDMX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Fetch Rewards
Support
2023.10 - Current
- Began as a Support Agent, providing timely and empathetic assistance to users via ticketing systems. Resolved inquiries related to missing points, referral issues, and general account concerns, consistently maintaining a high satisfaction rating.
- Selected for specialized training in the New Features queue, supporting Fetch Play and Fetch Shop. Became proficient in handling early-stage product issues and user feedback, ensuring smooth adoption of new platform features.
- Promoted to Senior Level 1 Agent within the first year in recognition of leadership and problem-solving skills. In this role:
Mentor and support frontline agents by guiding them through complex or edge-case scenarios.
Manage escalated tickets requiring advanced investigation or cross-team collaboration.
Contribute to process improvements by identifying trends in user pain points and sharing insights with internal teams.
Resolutions Specialist
Royal Caribbean Group
2022.07 - 2023.08
- I started off in the reservations department providing customer service for existing cruises, taking payment, making changes on the booking, helping with general questions and also creating new reservations, after 3 months I was promoted to Resolutions, I would help agents from all the departments with difficult situations and also handling escalations taking supervisor calls.
Customer service
Agents Only
2021.11 - 2022.07
- Customer service for Domino's pizza campaign, taking orders while providing great service for customer all over the U.S.
Customer Service
Doordash
2021.06 - 2021.11
- Tier 3 customer service representative, helping store and restaurant owners with website issues, order issues and all kind of problems they have with the app, creating tickets and escalating fraud situations.
Customer Service
Sykes
2020.11 - 2021.05
- Customer service for the AllState campaign opening tickets for car accidents, gathering information for the insured and the other parties involved in the accident, offering option for the vehicle repair and rental options.
Plumber
Jacroson
2018.12 - 2020.09
- I started off as a helper with the plumbing company and after a couple of months I was promoted to plumber, we mainly did water pipe installation for new apartments in the downtown area in Sarasota, Florida.
Customer Service
Teletech
2016.05 - 2018.07
- Customer service for Time Warner Cable, helping customers with billing issues and also doing basic troubleshooting for the cable and internet service, setting up tech visits for all kind of repairs.
Education
High school -
Colegio de Bachilleres
Skills
Teamwork and collaboration
Friendly, positive attitude
Computer skills
Customer service
Flexible and adaptable
Multitasking Abilities
Timeline
Fetch Rewards
Support
2023.10 - Current
Resolutions Specialist
Royal Caribbean Group
2022.07 - 2023.08
Customer service
Agents Only
2021.11 - 2022.07
Customer Service
Doordash
2021.06 - 2021.11
Customer Service
Sykes
2020.11 - 2021.05
Plumber
Jacroson
2018.12 - 2020.09
Customer Service
Teletech
2016.05 - 2018.07
High school -
Colegio de Bachilleres