Kevin Varela

Enthusiastic and highly focused motivated professional with proven time management, leadership skills. Focused on quality, safety, customer service, and satisfaction. Strong enhanced interpersonal skills, committed to develop positive rapport with people at all levels of responsibility. Building lasting business relationships through performance and credibility.

Willing to relocate: Anywhere. Authorized to work in the US for any employer.

FEMA Team Lead - DHS FEMA - Isabela, PR

(2024-06 - 2025-03)

• Assessing agent performance through metrics like call handling time, customer satisfaction, and protocol adherence.
• Providing daily meetings and training for new tasks
• Developing and implementing strategies to improve customer service skills and call center operations
• Keeping management well-informed about issues and problems
• Compiling reports on team performance, customer feedback, and operational challenges

Fact Finding Agent - Florida Unemployment - Isabela, PR

(2024-04 - 2024-06)

• Outbound and inbound calls
• Case work
• File management
• Attend claimant and fill unemployment questionnaires
• Close cases with due dates
• Complete metrics and quality requirements

Disaster Assistance Employee Tier 1 - DHS FEMA - Isabela, PR

(2023-08 - 2023-11)

• Assisting disaster survivors and providing information on their cases
• Inbound and outbound calls
• Identifying the disaster survivors needs and help with any doubts on their assistance
• Providing a top quality customer service
• Tier 1 specialist
• Helping survivors with registration and inquiry on cases
• Data entry and contact information

Telemarketer/Customer Service - Commsense, Inc - Aguadilla, PR

(2019-10 - 2021-03)

More than two years experience in customer service inbound and outbound with the following:

• Delivering scripted talks that describe company's products or services, a political talking point or charity appeal to persuade potential customers or donors
• Explaining products and product prices
• Answering customer information about products, a charity or political beliefs
• Obtaining customer information such as name and address for shipping products or delivering services
• Keeping track of customers that have been contacted and those who do not want to be contacted in the future
• Following up on previous customers for potential sales
• Maintaining records of customer contacts
• Completing customer surveys to obtain information about potential customers

High school diploma in Vocational - Vocational - Dr. Heriberto Domenech High School (2016-08 - 2019-05)