Julio Pena
East Weymouth,MA
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Knowledgeable about overseeing schedules, administration and training. Recognized as driven, hardworking leader dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
22
22
years of professional experience
Work History
Operations Supervisor
Utility Companies
10.2021 - Current
- Encouraged and promoted ideas aligned to business needs and benefits.
- Assisted in hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised 20 employees and delegated daily task streamlining daily progress and efficiency on all back-office critical work - CRS, Cross meter investigations, uncompleted orders, Legal subpoenas, Operations SR, Life Support, Landlords, Special projects.
- Implemented innovative daily counts to help senior leadership reduce service level agreement inconsistencies and DPU requirements.
- On call duties
Contact Center Supervisor
Utility Companies
04.2021 - Current
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Directed, guided, coached and mentored team 18 agents and surpassed individual and corporate goals.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Assisted in hiring and training of team members.
Customer Service Representative
Utility Companies
03.2017 - Current
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Initiated termination of customer accounts upon request.
- Performed various clerical duties by working reports to investigate cross meters, pending orders, and finalize accounts pending customer Id verification..
- Resolved customer complaints and addressed emergency requests and needs.
- Helped customers navigate Eversource website for added convenience and access to tools to manage multiple accounts.
- Handled large volume of calls during ERP, providing estimated times of restoration, Questioned callers to determine nature of problems and locations to direct type of response needed.
Sales Supervisor
Retail
12.2014 - 03.2017
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Effectively coached team members to reach weekly and monthly sales goals.
- Directed smooth merchandising of products to engage customers and promote sales.
- Constructed displays and signs to promote specified products and sales promotions.
- Trained team members in successful strategies to meet operational and sales targets.
- Checked store merchandise regularly for proper display and replenishment.
- Promoted exceptional customer service by engaging clients on sales floor.
- Built and maintained rapport with store personnel to effectively meet company and client objectives.
Owner/Operator
All United
06.2012 - 12.2014
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Managed 12 employees by supervising daily tasks.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Consulted with customers to assess needs and propose optimal moving and home renovation solutions.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
Sales Manager
Retail
06.2008 - 06.2011
- Exceeded targets by building, directing and motivating high-performing sales team.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Tightened security around store to reduce shrink and alleviate theft.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
Sales Manager
Retail 2
06.2002 - 06.2009
- Boosted team performance with enhanced employee evaluation processes.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Built, trained and managed sales and operational teams to carry out sales initiatives and reach objectives.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for all departments for each shift.
- Managed all aspects of store operations, including organization, maintenance and purchasing functions.
- Trained team members in successful strategies to meet operational and sales targets.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Performed nightly store and team performance audits.
- Completed routine store inventories.
Education
High School Diploma -
Engligh High School
Boston, MANo Degree - General Studies
Sophia Learning
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH06.2024
Skills
- Can speak, read and write both english and Spanish fluently
- Business Leadership
- Hiring and Onboarding
- Administrative Management
- Technical Proficiency
- Employee Coaching and Motivation
- Constructive Feedback
- Morale Improvements
Timeline
Operations Supervisor
Utility Companies
10.2021 - Current
Contact Center Supervisor
Utility Companies
04.2021 - Current
Customer Service Representative
Utility Companies
03.2017 - Current
Sales Supervisor
Retail
12.2014 - 03.2017
Owner/Operator
All United
06.2012 - 12.2014
Sales Manager
Retail
06.2008 - 06.2011
Sales Manager
Retail 2
06.2002 - 06.2009
High School Diploma -
Engligh High School
No Degree - General Studies
Sophia Learning
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
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