ALEJANDRO PEÑA GARCÍA
Summary
Main goal for my career is to learn, assist and create the best customer experience and program for people. Grow in the company and ensure all polices and procedures are being conducted correctly.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Retention Agent
Spectrum Charter Communications
06.2024 - Current
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Analyzed customer feedback to identify areas for improvement, implementing necessary changes for better results.
- Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
- Exceeded monthly retention targets consistently by employing effective negotiation tactics when dealing with unsatisfied clients.
- Conducted follow-up calls with clients after issue resolution, ensuring satisfaction and gaining repeat business.
- Maintained detailed records of interactions with clients for accurate reporting purposes.
- Assisted colleagues with difficult cases by offering guidance and sharing expertise from past experiences as a Retention Agent.
- Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
Bus Monitor
State Wide Patrol for Operation Lone-Star
12.2023 - Current
- Assist TDEM with immigrants who need to be transported from border towns such as El Paso, Laredo, Brownsville, etc to bigger cities for proper shelter placement and proper documentation for their parole case
- Ensure all immigrants are secured during their trip, provide food, water and any needs, All immigrants get scanned when departing a border town and when arrival to their destination
Youth Care Worker
Deployed Services in Carrizo Springs
10.2023 - 12.2023
- Ensure children safety and well being, ensure program schedule is being followed, assist children during their program schedule, education, etc
Assistant Manager
Cinemark
10.2022 - 10.2023
- Greet people as they come in, provide excellence in customer service, manage time shows, food handling, etc
Shift Supervisor
Casa Padre Southwest Key Programs
09.2021 - 10.2023
- Evaluate proper supervision of children, manage time cards, schedules, program schedule, shift leaders and youth care worker supervision, disciplinary actions, monitor cameras or video during shift or during incidents for proper documentation, ensure all program rules and policies are being followed, etc
Shift Leader
Southwest Key Programs
03.2021 - 09.2021
- Run shift, staff postings, assist specialized teams such as intakes, headcount, compliance, laundry, supervise staff and children is safe for both parties, ensure staff arrive on time to shift, evaluations, etc
Assistant Shift Leader
Southwest Key Programs
10.2020 - 03.2021
- Assigned posting for staff to cover ratio for proper supervision, update bed roster, bed movements, briefings, eto compliance, UC Portal capacity management, etc
Youth Care Worker
Southwest Key Programs
05.2019 - 10.2020
- Take care of children, teaching and showing rules of program, continue with their daily programming schedule
- Also assisted on the recreational department
Cabinet Assembler/Installer
J&B
01.2019 - 05.2019
- Ensure cabinets are assembled correctly and installed for clinics, hotels, hospitals, etc
Concrete Worker
Moreno's Concrete
01.2017 - 01.2019
- Build concrete foundation for houses, sidewalks, driveways, etc
Server/Waiter
Taqueria El 100
07.2016 - 01.2019
- Provide best customer service, take orders and serve people what they ordered for food, etc
Soccer Coach
Atascosa Soccer League
05.2014 - 07.2016
- Teach children the importance of team work, exercises, dribbling, etc
Education
Chemical Environmental Technology -
Texas State Technical College
High School -
Los Fresnos High School
Los Fresnos, TexasSkills
- Staff training
- Project management
- Staff supervision
- Staff development
- Team motivation
- Policy administration
- Project proposals
- Staff coverage
- Time management
Certification
- CPI certified
- CPR certified
- Level 2 private security program
Timeline
Retention Agent
Spectrum Charter Communications
06.2024 - Current
Bus Monitor
State Wide Patrol for Operation Lone-Star
12.2023 - Current
Youth Care Worker
Deployed Services in Carrizo Springs
10.2023 - 12.2023
Assistant Manager
Cinemark
10.2022 - 10.2023
Shift Supervisor
Casa Padre Southwest Key Programs
09.2021 - 10.2023
Shift Leader
Southwest Key Programs
03.2021 - 09.2021
Assistant Shift Leader
Southwest Key Programs
10.2020 - 03.2021
Youth Care Worker
Southwest Key Programs
05.2019 - 10.2020
Cabinet Assembler/Installer
J&B
01.2019 - 05.2019
Concrete Worker
Moreno's Concrete
01.2017 - 01.2019
Server/Waiter
Taqueria El 100
07.2016 - 01.2019
Soccer Coach
Atascosa Soccer League
05.2014 - 07.2016
Chemical Environmental Technology -
Texas State Technical College
High School -
Los Fresnos High School
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