Kevin X. Miranda Igartua
Retail & Customer Service Support, Sales Specialist, Specialist Agent
Isabela
Summary
Dynamic Customer Support Specialist with extensive experience at FEMA, excelling in CRM management and issue resolution. Proven track record of enhancing customer satisfaction through effective communication and empathetic problem-solving. Skilled in handling high call volumes while maintaining professionalism, resulting in increased client loyalty and repeat business.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
FEMA
Isabela, Puerto Rico
06.2024 - 03.2025
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Call Center Representative
Florida Department of Economic Opportunity
Isabela, Puerto Rico
03.2024 - 06.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Door-to-Door Sales Representative
Claro Puerto Rico
Aguadilla, Puerto Rico
03.2022 - 03.2023
- Streamlined sales process through efficient planning of daily routes and strategic prioritization of leads.
- Participated in regular sales team meetings to share insights, learn from colleagues, and contribute toward collective goals for enhanced overall performance.
- Maximized efficiency in time management by strategically scheduling visits within geographical areas to minimize travel times between appointments.
- Conducted daily prospecting activities to identify potential new clients within assigned territories.
- Increased sales by establishing rapport with potential customers and delivering tailored product presentations.
Sales Associate and Warehouse Keeper
Walmart
Isabela, Puerto Rico
10.2021 - 10.2022
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
Customer Service Representative & Sales Man
Commsense
Aguadilla, Puerto Rico
02.2018 - 12.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Associate of Arts - Criminal Justice
05.2001 -
Skills
CRM management
Call handling
Issue resolution
Data entry
Customer service excellence
Problem-solving
Call center experience
Email management
Excellent communication
Teamwork and collaboration
Multitasking
Friendly and patient
Timeline
Customer Support Specialist - FEMA
06.2024 - 03.2025
Call Center Representative - Florida Department of Economic Opportunity
03.2024 - 06.2024
Door-to-Door Sales Representative - Claro Puerto Rico
03.2022 - 03.2023
Sales Associate and Warehouse Keeper - Walmart
10.2021 - 10.2022
Customer Service Representative & Sales Man - Commsense
02.2018 - 12.2019
Interamerican University Of Puerto Rico - Associate of Arts, Criminal Justice
05.2001 -