Summary
Overview
Work History
Education
Skills
Timeline
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BIESHIA PENA

Wichita Falls,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

7
7
years of professional experience

Work History

LEAD CUSTOMER CARE PROFESSIONAL

AMERICAN EXPRESS
Phoenix, Arizona
03.2022 - Current
  • Built sustainable relationships and trust with customer accounts using open and interactive communication.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Planned and completed group projects, working smoothly with others.
  • Maintained updated knowledge through continuing education and advanced training.
  • Provided excellent service and attention to customers through phone conversations.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.

US PROGRAM ADMINISTRATOR SERVICING

AMERICAN EXPRESS
Phoenix, Arizona
11.2021 - 03.2022
  • PA Servicing is all about interacting with Program Administrators who manage all aspects of card program from charge inquiry to expense management for the company.
  • Collaborated with other departments to ensure efficient operations of the program.
  • Take ownership of the call and resolve the inquiry to customer's expectations to deepen the relationship and achieve highest level of customer satisfaction.
  • Assess mood, inquiry & profile of the PA and consult to share relevant messages and offers Understand the criticality & sensitivity of given responsibility as servicing involves high level executive officers of client organizations.
  • Contribute to a positive team environment by acknowledging others' contributions and celebrating their success.
  • Provide alternatives and apply superior Service No call handling skills to ensure best possible solutions and FCR to customers.
  • Build rapport quickly with customers/clients and put them at ease

CUSTOMER CARE PROFESSIONAL

AMERICAN EXPRESS
Phoenix, Arizona
07.2021 - 11.2021
  • Deliver world- class customer service, by explaining our related benefits and responding to customer inquires and concerns over the phone.
  • Document necessary information, such as claim details, customer's change of details, and other pertinent information.
  • Build meaningful relationships with our customers with our customers through a customer first approach, which would entail understanding their situation and needs, answering questions, and ensuring each customer knows American Express has their back.
  • Enhance our customers experience through personalized service, active listening and effective problem solving, while consistently treating customers with a high level of respect.
  • Navigate computer systems and applications to service our customers, and enable them to get the most from our online platform.
  • Ability to prioritize and adapt to an ever- changing environment

CHILD AND YOUTH PROGRAM ASSISTANT

USAF/DEPARTMENT OF THE AIR FORCE
Minot, ND
09.2019 - 06.2021
  • Enforce all administration policies and rules governing students.

CHILD AND YOUTH PROGRAM ASSISTANT

USAF
San Angelo, Tx
05.2017 - 08.2019
  • Coordinates and conducts activities for children and/or youth ranging in age from 6 weeks to 18 years.

Education

ASSOCIATE IN SCIENCE (A.S.) IN EDUCATION -

HOWARD COLLEGE SA
05.2019

EARLY CHILDHOOD EDUCATION (AECE) -

PARIS JUNIOR COLLEGE
01.2008

HIGH SCHOOL DIPLOMA -

FORD HIGH SCHOOL
05.2007

Skills

  • Calm and Professional Under Pressure
  • Flexible and Adaptable
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Teamwork and Collaboration
  • Supervision and leadership

Timeline

LEAD CUSTOMER CARE PROFESSIONAL

AMERICAN EXPRESS
03.2022 - Current

US PROGRAM ADMINISTRATOR SERVICING

AMERICAN EXPRESS
11.2021 - 03.2022

CUSTOMER CARE PROFESSIONAL

AMERICAN EXPRESS
07.2021 - 11.2021

CHILD AND YOUTH PROGRAM ASSISTANT

USAF/DEPARTMENT OF THE AIR FORCE
09.2019 - 06.2021

CHILD AND YOUTH PROGRAM ASSISTANT

USAF
05.2017 - 08.2019

ASSOCIATE IN SCIENCE (A.S.) IN EDUCATION -

HOWARD COLLEGE SA

EARLY CHILDHOOD EDUCATION (AECE) -

PARIS JUNIOR COLLEGE

HIGH SCHOOL DIPLOMA -

FORD HIGH SCHOOL

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