Summary
Overview
Work History
Education
Skills
Timeline
Generic

Luis Pena

Customer Services
Santo Domingo

Summary

Dynamic Customer Service Representative with a proven track record at National Debt Relief, recognized for exceeding performance metrics and enhancing customer satisfaction. Skilled in problem-solving and active listening, I effectively resolved conflicts and trained new staff, contributing to a collaborative team environment and driving sales growth through informed product recommendations.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

2
2
years of professional experience
2
2
Languages

Work History

Customer Service Representative

National Debt Relief
Santo Domingo, Nacional
10.2024 - Current
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved accounting, service and delivery concerns.
  • Sought ways to improve processes and services provided.
  • Trained new personnel regarding company operations, policies and services.

Customer Service Representative

Teleperformance
10.2023 - 05.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.

Education

GED -

Universidad Del Caribe
Santo Domingo
05.2001 -

High School Diploma -

Politecnico Oscu San Valero
Santo Domingo
05.2001 -

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Call management

Adaptability and flexibility

Time management

Call center experience

Customer relations

Critical thinking

Team collaboration

Task prioritization

Live chat support

Payment processing

De-escalation techniques

Timeline

Customer Service Representative

National Debt Relief
10.2024 - Current

Customer Service Representative

Teleperformance
10.2023 - 05.2024

GED -

Universidad Del Caribe
05.2001 -

High School Diploma -

Politecnico Oscu San Valero
05.2001 -

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Luis Pena Customer Services