Christopher Peña
Waddell,USA
Summary
Results-driven professional dedicated to contributing to business success by consistently exceeding expectations. Proven ability to drive growth through strategic initiatives and effective teamwork. Core competencies include project management, performance analysis, and stakeholder engagement.
Overview
22
22
years of professional experience
Work History
Account Manager II| Operation Sup. | Specialist
JPMORGAN CHASE
Tempe, USA
04.2015 - 09.2024
- Supervised back office specialists managing complaints and supporting CLS.
- Achieved exceptional customer outcomes by implementing process-driven performance enhancement.
- Guided group development by supervising routines.
- Ensure group consistently meets all assigned priorities within quality guidelines.
- Aimed at reducing complaints by identifying key areas of improvement within supported LOB.
- Delivered one-pager breakdowns showcasing improvement opportunities for complaint reduction.
- Assigned priorities, directed activities, and monitored progress within the group.
- Engaged in strategic discussions to optimize group support based on complaint insights.
- Boost Net Promoter Scores by addressing essential risk components.
- Effectively manages multiple assignments by prioritizing team and initiative requirements.
- Performed financial interviews and educated customers on workout options to retain home ownership.
- Directed a trio of professionals to become the leading POD unit.
Customer Pro/Technical Support Lead/Retail Sup.
VERIZON WIRELESS (ALLTEL COMMUNICATIONS)
Chandler, USA
07.2007 - 05.2015
- Promoted long-term customer retention through strategic interactions.
- Led technical support efforts through coaching and development of team agents, ensuring outstanding customer service.
- Oversaw daily targets related to key sales metrics and income-generating strategies.
- Designated Team Captain, directing efforts in resolving high-level customer concerns.
- Executed Be the Reason coaching to transform a team led alongside supervisor into highest-ranked group.
- Supported new hires throughout the post-training phase with focused guidance.
- Played a key role in designing a leadership development initiative, GROW, focused on equipping team members for transitional steps towards leadership.
- Enhanced representative skills for retaining superior levels of customer satisfaction.
- Assisted with troubleshooting hardware, software, and network related issues.
- Developed detailed documentation of sales performance on a monthly basis.
- Partnered with store management to coordinate comprehensive employee training programs.
- Enhanced customer satisfaction through effective employee training on product upselling techniques.
- Enhanced store processes, increased efficiency and upheld service excellence.
Warehouse Supervisor| Team Lead| Tester II
Dish Network Corp
El Paso, TX
03.2003 - 05.2007
- Streamlined warehouse operations via carefully planned enhancements.
- Ensured compliance by systematically applying safety measures.
- Ensured smooth workflow through effective maintenance of warehouse machinery.
- Organized daily assignments for testers, consistently verifying task progress and maintaining superior workmanship.
- Oversaw KPIs and assessed warehouse performance to enhance operational efficiency.
- Executed standardized testing procedures to maintain accuracy and adherence to company guidelines.
- Evaluated data findings to enhance quality assurance protocols.
Education
High School -
Robertson High School
05-2003
Skills
- Guiding professional development
- Effective communication skills
- Customer-centric approach
- Results-driven
- Strategic leadership skills
- Workflow optimization analysis
- Effective time management
- Goal-oriented individual
- Proficient in Word and Excel
- Skilled in utilizing job resources
- Performance metrics
- Complaint resolution
- Team leadership
- Sales strategy
- Project management
Key Qualifications
- Loss Mitigation
- Coaching and Mentoring
- Strong Verbal and Written Skills
- Customer Service Oriented
- Goal Oriented
- Leadership Edge
- Work Flow Process Analysis
- Time Management
- Self-Motivated
- Word and Excel Knowledge
- Proficiency with Job Resources/Tools
Timeline
Account Manager II| Operation Sup. | Specialist
JPMORGAN CHASE
04.2015 - 09.2024
Customer Pro/Technical Support Lead/Retail Sup.
VERIZON WIRELESS (ALLTEL COMMUNICATIONS)
07.2007 - 05.2015
Warehouse Supervisor| Team Lead| Tester II
Dish Network Corp
03.2003 - 05.2007
High School -
Robertson High School
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