Kevin Brian Gonzales

CUSTOMER SUPPORT SPECIALIST KEVIN BRIAN GONZALES WORK EXPERIENCE EMAIL, CHAT, AND PHONE SUPPORT | ALORICA TELESERVICES DEC 2018 - APRIL 2021 PERSONAL PROFILE A passionate, flexible, and independent young professional; with solid foundation, knowledge, and skills for customer care and administrative support. AREAS OF EXPERTISE Adept in handling customers through email, chat, SMS, and over the phone Quick and spontaneous phone skills Create or improve CSR workflows for multiple queries and disputes Organize and secure large amounts data Ability to analyze complex technical information Wish: Shopping Made Fun - CSR | Dec 2018 - July 2019 Email support for customer queries and refund disputes Organized and compile customer feedback Lyft Inc. - Fraud | Aug 2019 - April 2020 Fraud and risk mitigation to customer profiles Flag and remove suspected fraudulent accounts Refund suspected and reported fraudulent transactions American Home Shield - CSR | May 2020 - Aug 2020 Phone support for warranty holders and contractors Organize scheduled repairs and maintenance for clients and customers Evaluate contract scope and limitations Lyft Inc. - Concierge | Aug 2020 - April 2021 Administrative support for companies (Healthcare, Automotive, etc.) Evaluates interface between hardware and software VIRTUAL ASSISTANT | CUSTOMER SUPPORT BAIST Gloves | Sept 2020 - Oct 2020 24/7 Customer care through email and chat Update and ship order fulfillment Manage the online store and create marketing campaigns FRAUD FOCUS | CUSTOMER EXPERIENCE ADVOCATE OTHER SKILLS CSR PLATFORM: Zendesk, Freshdesk, Twilio Flex, Tidio Chat, and Amazon Connect ADMIN/CREATIVE TOOLS: Google Suite, Office 365, Shopify, Excel, Stripe, Slack, Photoshop, and Canva Detail oriented Excellent problem solver Creativity Time management May 2021 - Present Fraud detection and mitigation Chargeback Analysis | Stripe and Paypal Dispute Back-end email support EDUCATION HISTORY UNIVERSITY OF MINDANAO Bachelor of Computer Science, 2018 Senior High School: STEM Strand, 2016 Graduated Class of 2018. Honor Roll with GWA: 92.12%