Kevin Meza
Sydney,NSW
Summary
Customer service professional with over 2 years of experience in high-volume call centers across the telecommunications and hospitality sectors. Proven ability to handle complex customer inquiries with empathy, efficiency, and professionalism. Skilled in de-escalation, CRM systems, and remote support. Seeking to contribute to a dynamic team and provide exceptional service experiences.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Airbnb
01.2021 - 10.2021
- Provided Tier 1 support for Airbnb users via phone and chat.
- Assisted with booking issues, cancellations, refunds, and safety concerns.
- Maintained high satisfaction scores through empathetic and timely responses.
- Met KPIs including average handle time and resolution rate.
Customer Service Representative
AT&T
02.2020 - 01.2021
- Handled inbound and outbound calls regarding mobile plans, technical issues, and billing.
- Upsold relevant services and plans, meeting sales targets.
- Used proprietary systems to document interactions and resolve inquiries quickly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Cricket Wireless
09.2020 - 11.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered excellent first-call resolution and contributed to customer retention.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Supported clients with SIM activation, account setup, and plan changes.
- Advised on device upgrades and promotions.
Skills
- Bilingual Communication (English & Spanish)
- Data Entry
- CRM Proficiency (Zendesk, Salesforce)
- Active Listening
- Multitasking
- Problem Solving
- Computer and Software Proficiency (Microsoft Office, call center systems)
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Airbnb
01.2021 - 10.2021
Customer Service Representative
Cricket Wireless
09.2020 - 11.2020
Customer Service Representative
AT&T
02.2020 - 01.2021
Similar Profiles
Manpreet SinghManpreet Singh
Lead Training Partner at AirbnbLead Training Partner at Airbnb
Abhishek JagadAbhishek Jagad
Global Capability Center Manager - Trust Operations at AirbnbGlobal Capability Center Manager - Trust Operations at Airbnb
William AdamsWilliam Adams
Houskeeping at AirbnbHouskeeping at Airbnb
Eric AmoahEric Amoah
Property Maintenance Worker at AirbnbProperty Maintenance Worker at Airbnb
Josh S. GlendinningJosh S. Glendinning
Conference Sales Executive at Crowne Plaza Macquarie Park (Formerly Courtyard by Marriott)Conference Sales Executive at Crowne Plaza Macquarie Park (Formerly Courtyard by Marriott)