ASHLY PENA
Paterson
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
TTEC
05.2025 - 12.2025
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Documented interactions in CRM software, ensuring accurate case tracking and resolutions.
- Delivered exceptional service to diverse clientele through effective call management.
- Provided bilingual assistance, resolving issues quickly in English and Spanish.
- Facilitated translation services for seamless communication in customer interactions.
- Managed payment processes and handled disputes, ensuring customer satisfaction.
Customer Service Lead
Raymour & Flanigan
12.2023 - 06.2025
- Enhanced customer satisfaction by resolving inquiries and complaints effectively.
- Trained new staff on policies and customer service best practices.
- Streamlined operations through process improvements, reducing response times significantly.
- Monitored performance, delivering feedback to maintain high service quality standards.
- Utilized CRM tools to track interactions and boost service efficiency.
- Managed escalated complaints, ensuring prompt resolutions and necessary follow-ups.
Customer Service Representative
Percepta
01.2023 - 12.2023
- Enhanced customer satisfaction by adapting to new communication technologies.
- Improved service delivery through collaboration with team members and effective communication.
- Trained new staff on customer service protocols for consistent service quality.
- Documented customer feedback to support continuous improvement initiatives.
- Managed disputes professionally, effectively resolving conflicts under high-stress conditions.
- Increased customer loyalty by resolving complaints with empathy and understanding.
Education
Bachelor of Science - Civil Engineering
Florida International University
Miami, FL07-2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Inbound and Outbound calls
- Computer proficiency
- Call center experience
- Microsoft Excel
- Complaint handling
- Microsoft outlook
- Scheduling
- Call management
- Documentation
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Representative
TTEC
05.2025 - 12.2025
Customer Service Lead
Raymour & Flanigan
12.2023 - 06.2025
Customer Service Representative
Percepta
01.2023 - 12.2023
Bachelor of Science - Civil Engineering
Florida International University