Kevin Figueroa
Minneapolis
Summary
Highly skilled customer service professional with extensive experience in process improvement. Proven ability to analyze data, resolve complex issues, and implement effective solutions. Strong focus on team collaboration and achieving results, adaptable to changing needs. Demonstrates exceptional communication, problem-solving, and leadership skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Service Analyst
CHANNEL PARTNERS CAPITAL
11.2024 - Current
- Identify report/process deficiencies in the Customer Service department and assist in solutioning the identified areas
- Assist in coordinating team meetings & training sessions
- Assists in monitoring the work queue and assisting others in meeting the expected SLA
- Complete and send daily ACH return report and update CRM appropriately
- Coordinate inter-departmental responsibilities to ensure a timely customer response
- Process customer complaints, inquiries, authorizations, requests, and resolution follow up
- Prepare daily, weekly, and monthly reports
- Answer all customer communications in a friendly, professional, and timely manner
- All other duties assigned by management.
Customer Service Analyst
CHANNEL PARTNERS CAPITAL
02.2023 - 11.2024
- Assist customers and internal departments, both CPC & TRIO, with general requests, questions, and concerns regarding the agreement(s).
- Prepare necessary documents, update CRM, and coordinate interdepartmental responsibilities.
- Complete Daily NSF Report and notify respective departments of NSF activity.
- Assist the legal department with inquiries pertaining to bankruptcy notices, legal payment histories, and general requests.
- File and terminate UCC liens per the request collections, legal, and leadership.
Compliance Specialist
WYNDHAM DESTINATIONS
08.2019 - 02.2023
- Actively created 5M+ Annual Revenue Opportunities by researching, analyzing, and reporting Club member rule violations
- Participate and lead in various projects related to enhancing Wyndham Destinations reservation systems, reconciling any system-related discrepancies, and analyzing data for compliance.
- Decrease commercial usage by 37% in 2022 by monitoring reservation volumes, maintaining resort communication, and compiling evidence of club rule violations.
- Lead SharePoint development related to account audits.
- Conduct account audits to reconcile any system-related discrepancies through manual adjustments and collaboration with our IT department.
Learning Specialist
WYNDHAM DESTINATIONS
04.2018 - 08.2019
- Instruct guides, both new hire and tenure, on soft skills, product knowledge, and system navigation for 3 vacation clubs
- Monitor, document, and coach guides in reference to performance, behaviors, and overall development
- Develop and implement learning material to enhance the overall training experience and performance.
- Lead weekly executive meetings with leadership to discuss classroom development, individual performance, and potential terminations.
Escalations Specialist
WYNDHAM DESTINATIONS
12.2017 - 04.2018
- Lead responsibility for quality control and coaching of agents that improved performance to meet and exceed department standards.
- Manage and oversee critical escalations that involved compensation, overrides, and corrections.
- Remain cognizant on industry trends, vendor programs, and organizational updates.
- Relocate and cancel reservations because of resort renovation, natural disasters, inventory errors, etc.
Travel Specialist
WYNDHAM DESTINATIONS
10.2016 - 12.2017
- Build complex domestic and international travel itineraries using Apollo GDS and back office systems.
- Utilize judgment, product knowledge, and problem solving to offer insight and alternatives to assist customers in completing their vacation.
- Respond to customer questions, issues, and concerns and found appropriate solutions when needed.
Education
Bachelor of Science -
Minneapolis Community & Technical College
Skills
- CLFP Associate March 2025
- CPC Lean Leader Graduating October 2025
- Microsoft Excel, SharePoint, Power BI Advanced
- Microsoft PowerPoint, Word, OneNote Advanced
- 2019 Wyndham Leadership Bench Graduate
- Classroom Management 2 Years
- Timeshare Ownership Account Manager 6 Years
- Bilingual (English and Spanish)
- Apollo GDS Advanced
Community Service
- Timberwolves Performer, 2023-09, Current
- House of Dance Studio Instructor, 2023-09, Current
- Huh Oh Event Studio, Volunteer, 2020-07, 2022-02
- Pet Alliance of Greater Orlando, Volunteer, 2016-02, 2019-02
- Soul Culture Sponsored Athlete – National Breakdance Competitor, 2022-05, Current
Certification
- Certified Lease and Finance Professional - March 2025
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Customer Service Analyst
CHANNEL PARTNERS CAPITAL
11.2024 - Current
Customer Service Analyst
CHANNEL PARTNERS CAPITAL
02.2023 - 11.2024
Compliance Specialist
WYNDHAM DESTINATIONS
08.2019 - 02.2023
Learning Specialist
WYNDHAM DESTINATIONS
04.2018 - 08.2019
Escalations Specialist
WYNDHAM DESTINATIONS
12.2017 - 04.2018
Travel Specialist
WYNDHAM DESTINATIONS
10.2016 - 12.2017
Bachelor of Science -
Minneapolis Community & Technical College
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