Kevin Piedra Marin
San José,Moravia
Summary
Technical Support Advisor with over 9 years of experience and 3 years as a Quality Analyst in customer service and technical support environments. Proficient in intermediate Excel and knowledgeable in coaching techniques, action plans, and continuous improvement strategies. Detail-oriented and committed to driving operational excellence and enhancing customer satisfaction through data-driven insights and quality standards.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
HCLTech
04.2024 - 01.2025
- Provided customer service support for Conagra through inbound calls and social media platforms.
- Handled customer inquiries, complaints, and requests efficiently, ensuring customer satisfaction.
- Maintained accurate records of customer interactions and followed up on pending issues.
- Aproximatelly 30+ cases per day
Customer Service & Technical Support Agent
Amazon
12.2021 - 03.2024
- Provided chat-based customer service and technical support for Amazon Games Studios, assisting users with in-game issues, troubleshooting, and ticket escalations.
- Delivered phone support for Prime Video, resolving technical issues related to streaming services and account access.
- Ensured high-quality service by adhering to internal processes and maintaining customer satisfaction metrics.
- Approximately 35+ cases per day
Quality Analyst – Customer Service & Technical Sup
Concentrix
08.2018 - 06.2021
- Over two years of experience evaluating customer service and technical support interactions to ensure quality standards and compliance.
- Conducted regular case audits, provided detailed feedback, and delivered personalized coaching to agents to improve performance.
- Identified trends and areas of opportunity, contributing to process improvements and enhanced customer experience.
- Collaborated with leadership to implement quality initiatives and drive operational excellence.
- Approximately 12+ evaluated cases and 10+ coachings per day
Customer Service Representative / SME
Concentrix
06.2016 - 08.2018
- Provided phone support for Apple, assisting Spanish-speaking customers with technical and service-related inquiries.
- Acted as SME and Manager Back-Up, supporting team operations and mentoring new agents.
- Recognized for top performance and consistent achievement of customer satisfaction and quality targets.
- Assisted with escalations and collaborated with leadership to improve team workflows and knowledge sharing.
Skills
Customer Service & Technical Support
Coaching & Leadership
Quality Assurance
CRM & Data Tools
Intermediate Microsoft Excel, experienced with internal QA tools and knowledge bases
Languages
Spanish Native
English Advanced(fluent spoken and written)
Timeline
Customer Service Agent
HCLTech
04.2024 - 01.2025
Customer Service & Technical Support Agent
Amazon
12.2021 - 03.2024
Quality Analyst – Customer Service & Technical Sup
Concentrix
08.2018 - 06.2021
Customer Service Representative / SME
Concentrix
06.2016 - 08.2018
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