Kevin Quezada
Montclair
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
The Home Depot
05.2022 - 11.2025
- Insure quick resolution of customer complaints.
- Help guide customers in placing large product orders.
- Coordinate Deliveries for Jobsite and Home’s.
- Assist in customer item return’s.
- Direct Phone Traffic to respective area’s.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Implemented company policies and procedures for professional, cohesive customer care.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Worker
Olive Garden
05.2019 - 01.2021
- Followed proper sanitation methods to clean and disinfect kitchen workstations.
- Assisted manager with filing documents in a time efficient manner.
- Greet patrons as they arrived at the restaurant and ascertain that they were seated.
- Assisted waiters in obtaining orders and relaying them to the kitchen area.
- Performed machine maintenance at the end of the night.
Sales Associate
IIG Wireless Inc.
02.2017 - 10.2018
- Greeted customers and provided an enjoyable shopping experience for all customers.
- Adhered to the execution of established safety, security, quality and store operations policies, procedures, and practices.
- Communicated with the management team regarding customer requests and vendor-related concerns.
- Provided product knowledge to customers through features, values, and benefits of each product.
- Maintained a safe and clean working environment by complying with procedures, rules, and regulations.
- Helped customers with questions, problems, complaints in person and via telephone.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
Education
Associate of Science Degree - Information Technology
Platt College-Riverside
04.2022
Skills
- Systems: Windows, Mac OS, Mobile Devices
- Databases: Relational Databases & Database Management
- Languages: Basic Scripting, Command Line Admin Tasks
- Software: MS Office, Microsoft Exchange, Web Services
- Scheduling
- Complaint resolution
- Team collaboration
- Appointment scheduling
- Refunds processing
- Sales expertise
- Staff training
- Retail sales customer service
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of 12 staff members.
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Customer Service Representative
The Home Depot
05.2022 - 11.2025
Worker
Olive Garden
05.2019 - 01.2021
Sales Associate
IIG Wireless Inc.
02.2017 - 10.2018
Associate of Science Degree - Information Technology
Platt College-Riverside