Kevin Martinez Misas
@kevinmartinezmisas
Senior Customer service and Technical Support Specialist delivering high-volume, SLA-driven customer success.
PanamaWhat I'm looking for
I’m a Senior Technical Support Specialist with 10+ years in customer Skills support roles and 5+ years supporting customers in high-volume, fast-paced call center environments. I focus on guiding customers through complex issues while improving product understanding and confidence.
In my roles, I’ve supported customers across phone, chat, and email, managing cases end-to-end with strong attention to SLA compliance and clear, effective communication. I’m skilled in Salesforce case management, incident & case management, troubleshooting, and remote support.
Most recently, I managed 45+ daily customer cases via Salesforce while resolving complex hardware/software issues for corporate laptops, desktops, and peripherals running Windows OS. I also used Oracle Knowledge Base, DTC, and case intelligence tools, mentored new hires, and contributed to reduced repeat cases through trend analysis.
I also bring B2B customer support and QA/KPI-driven experience, including fraud claims and disputes work in a compliance-focused environment. I’m recognized for building strong customer relationships, adapting to different needs, and delivering consistent service quality.
Experience
Work history, roles, and key accomplishments
Handled fraud claims and transaction disputes for customers in a QA- and KPI-driven environment, ensuring accuracy, CEAD compliance, and timely case resolution. Provided clear customer support while maintaining service quality standards.
Senior Tech Support Specialist
Dell Technologies.
Jan 2021 - Sep 2025 (4 years 8 months)
Provided advanced technical support for corporate laptops,
desktops, peripherals, and Windows OS.
• Managed 45+ daily customer cases via Salesforce
(chat/email/phone).
Senior Tech Support Specialist
ARKA HR
Oct 2019 - Dec 2020 (1 year 2 months)
Performed the same advanced technical support functions later
continued as a direct Dell employee.
• Demonstrated strong performance and technical proficiency,
leading to internal transition to Dell Technologies in 2021.
Customer Service Representative
Sitel
Apr 2018 - Nov 2019 (1 year 7 months)
Provided U.S. banking customer support for Citizens Bank, assisting with banking inquiries and account-related requests. Managed 100+ inbound calls daily while maintaining CE scores and meeting quality, productivity, and adherence KPIs for U.S. and LATAM Spanish-speaking customers.
Phone Verification Agent
Smart BPO
Oct 2017 - Mar 2018 (5 months)
Verified and reviewed 10+ legal contract statements per shift to ensure accuracy and compliance. Maintained properly documented customer profiles, ensuring complete contact information for U.S.-based customers.
Customer Service Representative
iQor
Jun 2016 - Aug 2017 (1 year 2 months)
Handled Sprint Wireless customer account inquiries by phone, resolving billing and technical issues and processing service requests. Supported Spanish-speaking LATAM customers and provided clear issue resolution for telecom needs.
Phone Verification Agent
Vst International Group
Nov 2015 - Mar 2016 (4 months)
Conducted outbound calls to determine customers’ online promotion preferences and routed qualified customers to the internal sales team. Handled around 125+ calls per day for U.S.-based customers.
Negotiated payment plans to reduce delinquency and resolved billing discrepancies to ensure data accuracy. Managed high-volume collections calls for account reconciliation.
Provided customer service for U.S.-based clients and occasionally LATAM Spanish-speaking customers, handling product, service, and billing inquiries plus basic mobile technical issues. Served as floor support, helping team members and supervisors with real-time guidance, issue resolution, and process clarification.
Education
Degrees, certifications, and relevant coursework
Kevin hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
Panama
ColombiaSocial media
Job categories
Skills
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