ANA R PEÑA
Jacksonville,FL
Summary
Reliable and personable Customer Service Specialist with 10+ years of experience assisting diverse customers in fast-paced environments, including banking, airport operations, and retail. Skilled in resolving concerns, managing transactions, and maintaining a calm and friendly attitude under pressure. Known for strong communication, patience, and building positive customer relationships.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
Citi Bank
Jacksonville, FL
05.2021 - 07.2025
- Assisted customers over the phone with account questions, transactions, and disputes.
- Processed payments and provided balance information with accuracy and confidentiality.
- Identified customer needs and provided solutions to resolve account issues.
- Maintained high customer satisfaction through patience, empathy, and clear communication.
International Security Agent / Passenger Service / Wheelchair Assistance
Eulen America
New York, NY
03.2016 - 08.2018
- Assisted travelers with boarding, check-in, and baggage support.
- Promoted to Passenger Verification Agent: Checked identification and travel documents.
- Promoted to International Security Agent: Screened passengers for restricted and prohibited items.
- Provided exceptional care and communication to passengers requiring mobility assistance.
- Maintained safety, professionalism, and positive passenger experience.
Cashier / Customer Support Associate (Photo & Pharmacy)
Target
Brooklyn, NY
10.2013 - 03.2016
- Provided checkout service, returns processing, and customer assistance.
- Trained to support Photo and Pharmacy departments.
- Managed accurate cash drawer balancing across multiple stations.
- Recognized for patience, friendly service, and customer satisfaction.
Cashier
Vim Store
Brooklyn, NY
06.2012 - 08.2012
- Processed customer transactions and assisted with product questions.
- Maintained clean and organized checkout area.
Cashier → Assistant Manager (Promoted)
Checkout Clothing Store
Brooklyn, NY
02.2007 - 07.2010
- Assisted customers with purchases and returns.
- Promoted to Assistant Manager in 2009 based on performance.
- Trained new employees and maintained merchandising standards.
Education
GED -
The State Education Department － Albany, NY
Albany, NY06.2008
Skills
- Customer Support & Assistance
- Call Handling / Phone Support
- Conflict Resolution & De-escalation
- Payment Processing & Account Support
- Cash Handling & POS Systems
- Problem Solving
- Team Collaboration
- Bilingual: English & Spanish
- Excellent investigation abilities
- Call center operationsexperience
- Payment processing
Languages
Bilingual: English & Spanish
Accomplishments
- Frequently received positive customer feedback for patience, empathy, and effective communication.
Timeline
Customer Service Agent
Citi Bank
05.2021 - 07.2025
International Security Agent / Passenger Service / Wheelchair Assistance
Eulen America
03.2016 - 08.2018
Cashier / Customer Support Associate (Photo & Pharmacy)
Target
10.2013 - 03.2016
Cashier
Vim Store
06.2012 - 08.2012
Cashier → Assistant Manager (Promoted)
Checkout Clothing Store
02.2007 - 07.2010
GED -
The State Education Department － Albany, NY