Summary
Overview
Work History
Education
Computer Skills and Languages
Timeline
Generic

Cristina Pena

Miami,FL

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

21
21
years of professional experience

Work History

Client Experience Manager

Allied Building Inspection Services
Palmetto Bay, FL
04.2012 - Current
  • Prepare reports and analyze data to assist management as they determine Client Experience Team goals.
  • Recruiting, selecting, hiring.
  • Resolve escalated customer complaints in a timely manner.
  • Establish and implement/monitor Client Experience Team's performance routines and quality and evaluate performance. Provide learning and coaching opportunities, and taking corrective action or disciplining if needed.
  • Measure results by pulling weekly reports and email to the team on a weekly basis to create awareness and coaching opportunities and making necessary adjustments.
  • Manage Broadsoft Call Center dashboard, review and distribute reports.
  • Produce weekly wrap-ups with important information for the teams.
  • Overlook and guide teams work orders and give feedback.
  • Monitoring, reviewing, following-up on Clients/Realtors recordings and indicate any trends to upper management. As well as send weekly recordings of each Client experience team member.
  • Daily review and manage the calendar to ensure all inspectors have jobs.
  • Manage info box and distribute emails as needed.
  • Manage/respond to client questions and complaints/escalated calls.
  • Implement daily operations routines and issue resolution.
  • Identifying operational issues, giving guidance and suggesting possible improvements.
  • Ensuring client experience team members understand and comply with all client experience objectives, performance standards, and policies.
  • Create and maintain relationships with key clients to ensure their loyalty and satisfaction.
  • Provide training to new staff on how to effectively handle customer service inquiries.

Legal Assistant

Rodriguez Law, P.A.
Miami, FL
02.2005 - 04.2012
  • Opened new files and entered pertinent information in the computer.
  • Reviewed and prepared legal documents, such as contracts, pleadings, motions, briefs, memoranda of law and discovery requests.
  • Ordered title searches, lien searches, insurance and payoff letters.
  • Scheduled court hearings, appointments for clients and made sure the attorney was prepared for each appointment.
  • Prepared all post-closing documentation on both residential and commerical loans.
  • Scheduled closings with all parties and disbursed residential and commercial loans after closing.

Legal Assistant

Berman Rennert Vogel & Mandler, P.A.
Miami, FL
01.2003 - 02.2005
  • Opened new residential and commerical files and entered all the information in the computer.
  • Ordered title title searches, and lien searches, insurance and payoff letters.
  • Satisfied the requirements on title commitments.
  • Called real estate agents, mortgage officers, attorneys and clients to obtain all the information needed for their files.
  • Prepared settlement statements and legal documents.
  • Prepared all post-closing documentation on both residential and commercial loans.
  • Scheduled closings with all parties and disbursed residential and commercial loans after closing.

Education

High School Diploma -

Grace Baptist Academy
Miami, FL
06-1997

Some College - Paralegal Course

Florida International University
Miami, FL

Computer Skills and Languages

  • Computer Skills: Type 60 WPM, MLS, Microsoft Word, Powerpoint, Excel, Outlook, ISN, Displaysoft, Doubletime, PC Law, ATIDS, Titon Search, Interaction.
  • Languages: English and Spanish

Timeline

Client Experience Manager

Allied Building Inspection Services
04.2012 - Current

Legal Assistant

Rodriguez Law, P.A.
02.2005 - 04.2012

Legal Assistant

Berman Rennert Vogel & Mandler, P.A.
01.2003 - 02.2005

High School Diploma -

Grace Baptist Academy

Some College - Paralegal Course

Florida International University

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Cristina Pena