Kevin Santillan
Apodaca, Nuevo León
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
SWBC
Monterrey
06.2024 - Current
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
Customer Service Representative
Vertiv
Apodaca
11.2023 - 06.2024
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Route Coordinator
Protrnas México
Apodaca
02.2020 - 04.2022
- Dispatched drivers according to customer demand.
- Managed changes in delivery schedules due to weather or traffic conditions.
- Maintained records of driver performance and route details.
- Resolved issues arising from customer complaints or vehicle breakdowns.
- Tracked shipments using GPS systems and other tracking technologies.
Translator and Interpreter
Kflex
Apodaca
01.2020 - 06.2020
- Edited translated materials to ensure accuracy of content, spelling, grammar, punctuation, syntax, and formatting.
- Translated documents from English to Spanish and vice versa for various clients.
- Communicated regularly with clients regarding changes or updates needed in translated materials.
- Conducted consecutive and simultaneous interpretation at meetings, conferences, and court hearings.
Technical Support Representative
Teleperformance
Monterrey
06.2015 - 07.2019
- Diagnosed system errors and implemented solutions to resolve them.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
Education
Bachlor Degree - Language Sciences
Falcultad De Filosofía Y Letras
San Nicolas De Los Garza, Nuevo León, Mexico12-2019
High School Diploma -
Preparatoria #1
Apodaca, Nuevo León, Mexico12-2014
Skills
- Account updating
- Report Generation
- Product Knowledge
- Consultative Sales
- Inbound and Outbound Calling
- Call Management
- Complaint resolution
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Customer Service Representative
SWBC
06.2024 - Current
Customer Service Representative
Vertiv
11.2023 - 06.2024
Route Coordinator
Protrnas México
02.2020 - 04.2022
Translator and Interpreter
Kflex
01.2020 - 06.2020
Technical Support Representative
Teleperformance
06.2015 - 07.2019
Bachlor Degree - Language Sciences
Falcultad De Filosofía Y Letras
High School Diploma -
Preparatoria #1
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