Kevin Redonda
Mexico City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Support Executive
Manatal
08.2023 - Current
- Key Responsibilities:
Proactively assist B2B customers by resolving their inquiries and issues through live chat, emails and tickets, ensuring a high level of customer satisfaction.
Managed escalations efficiently by coordinating with other teams via Jira, ensuring seamless issue resolution and collaboration across departments.
Leveraged Intercom as the primary tool for client communication, providing timely updates and support to clients while escalating complex issues appropriately.
Generated comprehensive reports on key performance indicators (KPIs) and metrics, delivering valuable insights to enhance team performance and decision-making.
Cultivated strong relationships with clients by providing personalized support, understanding their unique needs, and offering tailored solutions.
Use of CRM systems such as HubSpot to track sales pipeline and journey.
Guest Advocate
Red Awning
09.2023 - 09.2024
- Addressed guests/hosts complaints from Airbnb and VRBO bookings and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Onboard new hosts and cleaners, escalate issues to other areas such as maintenance, cleaning and management if needed.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high-volume workloads under tight deadlines while maintaining focus on delivering exceptional service to every customer.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Specialist
Binance
09.2021 - 07.2023
- I started as a customer service agent my duties were assisting users through different channels such as chat, email, tickets and voice call, if the users encountered any issues with crypto deposits and withdrawal, KYC and EDD/SOW verification, security, fraud prevention, FIAT issues, NFT, spot trading inquiries, etc. Trying to resolve the user's issue within the service level agreement (SLA) by escalating the issues to other teams through a ticket system, manage of Zendesk, this way we can make sure the user's experience doesn't get affected by waiting time.
As I'm always willing to help others, learn as much as possible and like challenges I got promoted to VIP where I assisted very important users, I learn other markets too such as P2P investigations, Futures, Margin, loans, KYC for corporate accounts and so on, this way as a VIP executive I could be prepare for all users who need assistance with whatever topic, always making sure to understand their needs and know how to handle cases so users can have a fantastic experience while getting their issues resolved.
As one of the top performers and getting best KPI's individually. I helped others to achieve their goals too, personally and as a team, in case any teammate need help with any specific case they know they count on me and personally I liked it since we never stop learning from others or even though from our jobs, that's something amazing.
Bilingual sales agent
Arrivia
05.2021 - 10.2021
- As a sales agent I was in the outbound department, my main goals were to perform more than 80 calls per day, so I called members who had accounts with us, this way I could offer them their own benefits in order for them to take advantage of the membership and close the sale depending on their needs, always trying to provide an amazing customer service experience to improve their idea of travel
Trilingual PS Agent
Keywords Studios
12.2020 - 04.2021
- The activities in the project I performed were helping players with requests related to the project through tickets in Zendesk, and understanding their inconveniences or doubts by asking probing questions in order to provide an amazing experience, that way they can feel more than satisfied, they feel that before anything we will be on their side to help them reduce efforts and increase the customer service experience. Always putting myself in the client's place, I answered their questions as if they were mine.
Trilingual sales Representative
RCI
11.2018 - 04.2020
- As part of the sales team, my duties were to assist members with their trip providing different options depending on their needs, I sold All-Inclusive packages, tours and ground transportation, so that way members could have everything prepared before they travel, exceeding their perspective by acknowledging their true needs. It was not only a trip, it was a whole experience that would change their lives.
One of my achievements was being the best sales agent for three months in a row by exceeding the business's goals and metrics. I won an All-Inclusive vacation within México.
Financial Analyst
Citibanamex
07.2017 - 10.2018
- As a trilingual customer service representative I understand our cardholder's needs, assisting them in performing wire transfers, any account statements or disputes in an unauthorized transaction, CD account, as well as solving any type of inconvenience in their accounts, in case it is necessary to follow up on their requests, we contact different areas of Citi to provide a resolution, this way we guarantee all the members total satisfaction with my service.
Customer Care Professional
Amex
01.2017 - 05.2017
- As a Customer Care Professional (CCP) first of all I acknowledge what the true need is, through probing
questions then, solve with value. The duties I performed were to assist the cardmembers if they had
questions in regards to their account, balance, unauthorized charges or fraud, they feel secure with our
service when they have an issue, and as a part of the excellent service they deserve, I'm willing to help.
Sales Specialist
Telvista
09.2015 - 01.2017
- We receive calls about ticket sales, quotes and general information.
We prospect the clients to convince them that the best option for them is us, as a sales agent I was looking to go further and create a connection with the passengers this way they know we are here to take care of them and their trips.
One of my achievements was to exceed the metrics of the company and be the best in sales for 4 months in a row.
Education
High School -
Centro de estudios profesionales Renacimiento
Skills
- Teamwork
- Problem Solving
- Customer Satisfaction
- Passionate about Work
- Use of CRM system
- Sales
- Zendesk
- Salesforce CRM
- Live chat support
- Intercom
- Customer complaint management
Languages
English
Proficient
C2
Portuguese
Advanced
C1
Spanish
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Guest Advocate
Red Awning
09.2023 - 09.2024
Customer Support Executive
Manatal
08.2023 - Current
Customer Service Specialist
Binance
09.2021 - 07.2023
Bilingual sales agent
Arrivia
05.2021 - 10.2021
Trilingual PS Agent
Keywords Studios
12.2020 - 04.2021
Trilingual sales Representative
RCI
11.2018 - 04.2020
Financial Analyst
Citibanamex
07.2017 - 10.2018
Customer Care Professional
Amex
01.2017 - 05.2017
Sales Specialist
Telvista
09.2015 - 01.2017
High School -
Centro de estudios profesionales Renacimiento
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