Albano Mercedes Peña
Mount Vernon,US
Summary
Focused on improving call center times and quality of service with data-driven and hands-on approach. Attentive to customer behaviors and preferences and knowledgeable about teaching representatives to maintain good control and enhance customer satisfaction. Good recordkeeping and report writing abilities.
Overview
7
7
years of professional experience
Work History
Warehouse Call Center Agent
Citarella
10.2021 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
Warehouse Technician
Community Surgical
01.2021 - 08.2021
- Maintained, organized, and took inventory of medical equipment
- Coordinated routes, delivery schedules, and their respective drivers
- Undertook managerial work, namely responding to queries, recording transactions, filing paperwork, and maintaining customer relations, etc.
Junior Consultant
Small Business Consulting Practice
11.2019 - 06.2020
- Streamlined project management processes for increased efficiency and timely completion of projects.
- Reviewed financial statements and performed quantitative analysis to assess the financial health of client organizations.
- Optimized operational workflows through process improvement initiatives, driving cost reductions for clients.
- Evaluated industry trends and competitor activities to inform strategic planning and position clients for success.
Financial Aid Advisor
Hostos Community College Financial Aid Office
10.2017 - 03.2019
- Assisted in the administration of various grant programs, helping eligible students access funding opportunities.
- Ensured compliance with federal and state regulations by meticulously reviewing financial aid documents for accuracy.
- Conducted thorough verification checks on student income information, safeguarding against potential fraud cases.
- Enhanced student satisfaction with timely and accurate responses to financial aid inquiries.
- Processed a high volume of financial aid applications daily while maintaining exceptional attention to detail.
Education
BBA in Business Administration -
Lehman College/CUNY
Bronx, NYA.A. in Business Management -
Hostos Community College/CUNY
Bronx, NYSkills
- Problem-solving skills
- Typing Speed
- Interpersonal Skills
- Documentation And Reporting
- Customer Support
- Computer Skills
- Training and mentoring
- Technical Support
- Fluent In Spanish
- Cash Handling
Timeline
Warehouse Call Center Agent
Citarella
10.2021 - Current
Warehouse Technician
Community Surgical
01.2021 - 08.2021
Junior Consultant
Small Business Consulting Practice
11.2019 - 06.2020
Financial Aid Advisor
Hostos Community College Financial Aid Office
10.2017 - 03.2019
BBA in Business Administration -
Lehman College/CUNY
A.A. in Business Management -
Hostos Community College/CUNY
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