Kevin Quiñones Morales
Lares
Summary
Dynamic customer service professional with extensive experience at ATENTO, excelling in complaint resolution and policy compliance. Proven ability to enhance service quality through data analysis and active listening, fostering strong customer relationships. Adept at managing high-volume call environments while ensuring satisfaction and adherence to industry standards.
Overview
7
7
years of professional experience
Work History
Fema COVID-19 Funeral Assistance Agent
ATENTO
Caguas
04.2023 - Current
- Developed scripts and guidelines for consistent customer communication.
- Ensured compliance with company policies and industry regulations consistently.
- Developed customer relationships and ensured satisfaction with services.
- Provided customer service to clients through phone communication.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
Fema Disaster Assistance Tier 1 Agent
ATENTO
Caguas
10.2022 - 04.2023
- Developed scripts and guidelines for consistent customer communication.
- Ensured compliance with company policies and industry regulations consistently.
- Developed customer relationships and ensured satisfaction with services.
- Provided customer service to clients through phone communication.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Gathered detailed information from customers to determine the root cause of the issue they were experiencing.
- Analyzed customer feedback to identify areas of improvement in service quality.
(Frontend Associate)
Sam's Club
Hatillo
12.2021 - 07.2022
- Collaborated with team members to achieve daily sales goals.
- Monitored inventory levels and restocked shelves as needed.
- Provided training and support to new front end associates.
- Resolved customer complaints to enhance satisfaction and loyalty.
- Engaged customers through friendly interactions and service excellence.
- Processed customer transactions and provided excellent customer service.
- Collected and relocated shopping carts, baskets and reusable bags to appropriate areas.
- Performed daily opening and closing procedures according to standard operating procedures.
- Provided product knowledge to customers as needed.
- Utilized point-of-sale system to process cash, credit card, check and gift card payments.
- Packaged, transported, and loaded customer orders into shopping carts and vehicles for carry-out or pick-up service.
- Coordinated with sales associates to manage queue lines and minimize wait times.
- Assisted customers with self-checkout processes and troubleshooting any issues.
(Customer Service Associate)
Walgreens
San Sebastián
12.2021 - 01.2022
- Assisted customers with inquiries and resolved service issues promptly.
- Processed returns and exchanges while adhering to company policies.
- Collaborated with team members to ensure smooth daily operations.
- Maintained product knowledge to effectively advise customers on selections.
- Utilized point-of-sale systems for accurate transaction processing.
- Handled customer complaints with empathy and professionalism.
- Greeted customers and identified their needs.
Front of House Employee
Romano’s Macaroni Grill
Ponce
08.2018 - 11.2021
- Greeted and welcomed guests upon arrival to create a positive first impression.
- Assisted in training new staff on service standards and procedures.
- Collaborated with kitchen staff to ensure timely food delivery to guests.
- Handled customer inquiries and resolved complaints with professionalism.
- Maintained cleanliness and organization of front-of-house areas throughout shifts.
- Monitored dining experience to ensure guest satisfaction and comfort levels.
- Processed payments using cash registers or POS systems accurately and efficiently.
- Maintained cleanliness of dining area by clearing tables and wiping down surfaces.
- Answered phone calls, took reservations, and answered inquiries.
- Explained menu items, took orders and delivered food courses according to instruction.
- Performed opening and closing duties such as counting money, organizing supplies.
- Managed large groups in a timely manner while ensuring satisfaction of all guests.
Clinical Practice IV
Brujos de Guayama
Guayama
01.2020 - 03.2020
Clinical Practice III
Escuela del Albergue Olímpico
Salinas
08.2019 - 12.2019
Clinical Practice II
Clínica Loavi
Coamo
06.2019 - 07.2019
Clinical Practice I
Universidad Ana G. Méndez
Cupey
01.2019 - 05.2019
Education
Bachelor's Degree - Athletic Training
Universidad De Puerto Rico, Ponce Campus
Ponce, Puerto Rico 05-2021
High School Diploma -
Domingo Aponte Collazo High School
Lares, Puerto Rico 05-2016
Some College (No Degree) - Exercise Physiology
University of Puerto Rico, Rio Piedras Campus
San Juan, Puerto Rico Skills
- Customer communication
- Policy compliance
- Customer relationship management
- Data analysis
- Complaint resolution
- Service quality improvement
- Call handling
- Team collaboration
- Problem solving
- Attention to detail
- Active listening
- Stress management
- Call management
- Documenting information
- Follow-up calling
Profile
Excelentes destrezas de liderazgo, persona comprometida., Magnificas destrezas de comunicación, tanto oral como escrita., Capacidad de adaptación y aceptación en todos los ambitos., Dominio del inglés y español tanto a nivel escrito como oral.
References
References available upon request.
Timeline
Fema COVID-19 Funeral Assistance Agent
ATENTO
04.2023 - Current
Fema Disaster Assistance Tier 1 Agent
ATENTO
10.2022 - 04.2023
(Frontend Associate)
Sam's Club
12.2021 - 07.2022
(Customer Service Associate)
Walgreens
12.2021 - 01.2022
Clinical Practice IV
Brujos de Guayama
01.2020 - 03.2020
Clinical Practice III
Escuela del Albergue Olímpico
08.2019 - 12.2019
Clinical Practice II
Clínica Loavi
06.2019 - 07.2019
Clinical Practice I
Universidad Ana G. Méndez
01.2019 - 05.2019
Front of House Employee
Romano’s Macaroni Grill
08.2018 - 11.2021
Bachelor's Degree - Athletic Training
Universidad De Puerto Rico, Ponce Campus
High School Diploma -
Domingo Aponte Collazo High School
Some College (No Degree) - Exercise Physiology
University of Puerto Rico, Rio Piedras Campus
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