Summary
Overview
Work History
Education
Skills
Timeline
Generic
KEVIN GARCIA LOPEZ

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
10.2023 - 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
07.2022 - 08.2023
  • 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
11.2021 - 07.2022
  • Customer service for Domino's pizza campaign, taking orders while providing great service for customer all over the U.S.

Customer Service

Doordash
06.2021 - 11.2021
  • 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
11.2020 - 05.2021
  • 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
12.2018 - 09.2020
  • 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
05.2016 - 07.2018
  • 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
10.2023 - Current

Resolutions Specialist

Royal Caribbean Group
07.2022 - 08.2023

Customer service

Agents Only
11.2021 - 07.2022

Customer Service

Doordash
06.2021 - 11.2021

Customer Service

Sykes
11.2020 - 05.2021

Plumber

Jacroson
12.2018 - 09.2020

Customer Service

Teletech
05.2016 - 07.2018

High school -

Colegio de Bachilleres
KEVIN GARCIA LOPEZCustomer Support Agent