Kaysha Quiñones Garcia
Moca
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
FEMA Help Line Customer Service Representative
Capitol Bridge
11.2024 - 03.2025
- Answer phone calls and emails from the public, providing accurate and timely information about FEMA programs, eligibility requirements, and application processes.
- Help individuals and communities navigate the process of applying for disaster assistance, including gathering necessary information and ensuring applications are complete
- Protect the privacy of individuals by handling sensitive information with care and adhering to strict confidentiality protocols
- Interact with individuals from a range of backgrounds and experiences, demonstrating empathy and patience
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded quality assurance standards through diligent attention to detail and commitment to excellence.
Customer Service Representative
Capitol Bridge
03.2022 - 11.2023
- Participated in cross-functional projects aimed at improving overall call center efficiency and effectiveness.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided customer service to English and Spanish speaking customers in a timely and professional manner.
- Worked effectively in fast-paced environments.
- Exceeded quality assurance standards through diligent attention to detail and commitment to excellence.
Receptionist Administrator
Marriott
01.2017 - 03.2022
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
Quality Assurance Analyst
Commsense
01.2020 - 02.2021
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Conducted call monitoring and educated employees on specific QA standards and confirmed maintenance of standards.
Education
Therapeutic Massage Certification -
Universidad Metropolitana
Aguadilla12-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Detail-oriented
- Problem-solving skills
- Analytical thinking
- Fluent bilingualism
- Teamwork and collaboration
- Time management
- Flexible and adaptable
Timeline
FEMA Help Line Customer Service Representative
Capitol Bridge
11.2024 - 03.2025
Customer Service Representative
Capitol Bridge
03.2022 - 11.2023
Quality Assurance Analyst
Commsense
01.2020 - 02.2021
Receptionist Administrator
Marriott
01.2017 - 03.2022
Therapeutic Massage Certification -
Universidad Metropolitana
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