Fernandez Kevin

Professional with experience in the banking and technology sectors, focused on delivering high-quality customer service. I stand out for my ability to manage complex situations, resolve problems efficiently, and maintain a high level of performance under pressure. I have strong leadership skills that allow me to coordinate teams and optimize processes, always with a focus on operational efficiency and achieving objectives.

I am known for my versatility and ability to adapt quickly to different work environments, aligning my responsibilities with organizational needs to deliver effective and sustainable solutions.

Front-Line Business Card Agent at INTUIT – Foundever (Present)

Responsible for managing corporate clients and ensuring the delivery of high-quality service.

• Create and follow up on support tickets, coordinating with different departments to ensure timely resolution.
• Handled issues related to card services, including troubleshooting and incident resolution, while managing sensitive information with strict confidentiality. Provided accurate information in accordance with cardholder agreements and policies.
• Maintain close collaboration with risk management teams to verify and address suspicious transactions, ensuring compliance with security and regulatory standards.

CX Service Representative at ADT (2025-05 – 2025-08)

Responsible for troubleshooting and resolving issues related to residential and commercial security systems. Coordinated on-site technical teams for equipment repair or replacement, ensuring timely and effective service delivery.

• Managed billing processes, including invoicing and collections, maintaining accuracy and attention to detail. Delivered a customer experience focused on quick resolution, consistently upholding high standards of security and service.

Night Shift Associate at Hospedium Princess Hotel (2024 – 2024)

1-year contract, 2024

• Check-in and check-out management: Welcoming late-arriving guests and checking out early departures, ensuring a smooth, warm, and professional process.
• Premium guest service: Proactively resolving guest requests, questions, or complaints overnight, consistently upholding the hotel's luxury and service standards.
• Switchboard and reservations: Answering incoming calls, routing requests, and processing last-minute reservations following internal sales (upselling) protocols.
• Night concierge: Providing tourist information, coordinating transportation services, and offering local recommendations to guests as needed.
• Daily financial closing: Verifying, correcting, and consolidating the day's transaction balances (revenue from rooms, restaurant, bar, spa, etc.).
• Account auditing: Reviewing that all charges applied to guest accounts are correct and properly supported.
• PMS processing: Executing the Property Management System (PMS) closing to roll over the hotel's operating day, ensuring occupancy and rate reports are up to date.
• Report generation: Preparing and distributing daily financial and occupancy reports for General Management, the Accounting Department, and the Front Desk.

Engineering in Logistics and Project Management Engineering – Universidad de Panamá