Open to opportunities

Kevin Varon

@kevinvaron

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Bilingual customer service and technical support professional with SaaS experience.

Colombia

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What I'm looking for

I seek a role that fosters growth, values collaboration, and challenges me technically.

I am a professional bilingual customer service and technical support expert with over two years of experience in the SaaS BPO sector. My journey has been marked by a commitment to resolving complex issues and enhancing customer satisfaction through tailored support. I pride myself on my ability to analyze customer trends and collaborate with cross-functional teams to improve processes, ensuring that I empower customers to achieve their goals.

In my current role at Quarks, I handle inbound tickets and chats, addressing user inquiries for an auto-renewal subscription service. My previous experience as a trainer at Transcom Worldwide allowed me to identify skills gaps and implement targeted training programs, significantly improving onboarding processes for new customer service representatives. I have also developed digital educational materials and conducted role-playing activities to enhance both hard and soft skills among team members.

Throughout my career, I have been recognized for my problem-solving abilities, proactivity, and technical expertise. I am dedicated to creating scalable solutions that enhance team efficiency and drive customer satisfaction. My educational background in biology, combined with my certifications in full stack web development, equips me with a unique perspective on problem-solving and customer engagement.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

Quarks

Oct 2023 - Present (1 year 7 months)

Responsible for addressing inbound tickets and chats, resolving user inquiries related to an auto-renewal subscription service, and troubleshooting app and site issues. Utilized retention tactics to minimize refunds and cancellations.

Customer Service Technical Support Problem Solving SaaS Retention Troubleshooting Communication BPO

Current

Customer Service Agent

Current

Quarks

Oct 2023 - Present (1 year 7 months)

Responsible for managing inbound tickets and chats, resolving user inquiries related to an auto-renewal subscription service, and troubleshooting app and site issues. Utilized retention tactics to minimize refunds and cancellations.

Customer Service Technical Support Problem Solving SaaS Retention Troubleshooting Communication Multitasking

Current

Customer Service Agent

Current

Quarks

Oct 2023 - Present (1 year 7 months)

Customer Service Technical Support Problem Solving SaaS Troubleshooting Retention Communication BPO

Trainer

Transcom Worldwide

Sep 2022 - May 2023 (8 months)

Identified skills gaps and implemented training programs for customer service representatives. Coordinated mentorship, conducted role-playing activities, and collaborated with HR to develop educational materials.

Training Mentorship Customer Satisfaction Data Analysis Communication Team Collaboration Quality Assurance Curriculum Development

Customer Service Representative

Transcom Worldwide

Apr 2022 - Sep 2022 (5 months)

Provided bilingual customer support via social media and email, addressing inquiries, managing account changes, and resolving issues. Demonstrated effective multitasking skills while tracking orders and responding to customer feedback.

Social Media Management Account Management Problem Solving Multitasking Communication Customer Engagement

Trainer

Transcom Worldwide

Sep 2022 - May 2023 (8 months)

Developed and implemented targeted training programs for customer service representatives, enhancing onboarding and skills through mentorship and role-playing activities. Collaborated with HR to create educational materials and maintained training records.

Training Mentorship Customer Satisfaction Data Analysis Communication Team Collaboration Quality Assurance

Trainer

Transcom Worldwide

Sep 2022 - May 2023 (8 months)

Training Mentorship Customer Satisfaction Data Analysis Communication Team Collaboration Quality Assurance

Customer Service Representative

Transcom Worldwide

Apr 2022 - Sep 2022 (5 months)

Provided bilingual customer support via social media and email, resolving inquiries and managing account changes. Demonstrated effective multitasking skills while tracking orders.

Social Media Management Multitasking Account Management Problem Solving Communication

Customer Service Representative

Transcom Worldwide

Apr 2022 - Sep 2022 (5 months)

Provided bilingual customer support via social media and email, resolving inquiries, managing account changes, and demonstrating effective multitasking skills.

Social Media Management Account Management Multitasking Communication Problem Solving Customer Engagement

Technical Support Agent

Foundever Group

Sep 2021 - Jan 2022 (4 months)

Handled inbound calls to troubleshoot local services, educated customers on functionalities, and successfully cross-sold additional services while scheduling technician visits.

Technical Support Troubleshooting Customer Education Cross Selling Communication Multitasking Service Functionality

Technical Support Agent

Foundever Group

Sep 2021 - Jan 2022 (4 months)

Handled inbound calls for technical support, educating customers on service functionalities and troubleshooting local services. Successfully cross-sold additional services and scheduled technician visits.

Technical Support Customer Education Troubleshooting Cross Selling Communication Multitasking Problem Solving Service Functionality

Technical Support Agent

Foundever Group

Sep 2021 - Jan 2022 (4 months)

Handled inbound calls for troubleshooting local services, educated customers on functionalities, and successfully cross-sold additional services while demonstrating strong multitasking abilities.