Daviany Pena
Tulsa,OK
Summary
Bilingual Customer Experience Professional with over 5 years of experience in high-volume remote and retail environments. Expertise in omni-channel e-commerce support, order management, and CRM documentation. Skilled in resolving custom product inquiries and providing personalized service across various platforms. Background in interior design enhances ability to advise on home furnishings and styling.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Customer Service Representative
TTEC
Tulsa, Oklahoma
09.2026 - Current
- Engaged customers in dialogue to identify needs, resolve issues, and provide clear product information.
- Displayed patience and empathy during challenging customer interactions to foster positive experiences.
- Answered inbound customer calls for TTEC client support and issue resolution.
- Executed company policies to efficiently process requests and verify account details.
- Recorded call notes and customer actions in support systems.
- Followed TTEC service scripts, security steps, and quality standards.
Seasonal Customer Service Representative
Williams Sonoma
Tulsa
10.2025 - 01.2026
- Supported customers across multiple home-furnishing brands in a high-volume remote customer service environment via phone, email, live chat, and social media.
- Assisted customers with order management, returns, shipping updates, product recommendations, and design inquiries, delivering tailored solutions for customized and handcrafted items.
- Resolved escalated customer concerns by troubleshooting fulfillment and production issues, using internal knowledge base guidance and independent judgment to find non-scripted solutions.
- Provided in-depth product knowledge on furniture, décor, and materials; cross-referenced inventory and production schedules to swiftly process order adaptations.
- Navigated multiple systems and remote tools to process adjustments, track shipments, and document customer interactions accurately within CRM and internal order platforms.
- Applied clear written and verbal communication to explain product features and services, ensuring customer understanding and satisfaction
- Managed time effectively to handle customer inquiries and resolve issues promptly, ensuring high levels of customer satisfaction.
- Worked in a remote customer service environment
Customer Service Representative
Alorica
Tulsa, OK
06.2019 - 12.2024
- Managed high-volume inbound customer interactions involving billing inquiries, account support, and service-related concerns across phone, email, and chat channels.
- Resolved customer issues efficiently while maintaining a positive customer experience in a fast-paced environment, owning cases from intake through follow-up.
- Managed customer inquiries and resolved issues efficiently within the established service workflow
- Documented customer interactions accurately within CRM platforms (HubSpot, Zendesk) and internal databases, ensuring data integrity and adherence to policies.
- Handled escalated situations with professionalism, collaborating with leadership to resolve complex inquiries and ensure customer satisfaction.
- Conducted follow-up support to confirm issue resolution and drive customer satisfaction.
- Demonstrated empathy in customer interactions, effectively resolving issues and building lasting relationships.
- Applied emotional intelligence to de-escalate customer issues, providing tailored solutions and enhancing overall customer experience.
- Worked remotely to assist customers with inquiries
Interior Design Consultant
Freelance
Tulsa, OK
12.2016 - 06.2019
- Conducted client consultations to understand design goals, functionality needs, and budget requirements, delivering personalized proposals and recommendations.
- Managed customer inquiries and resolved issues efficiently within established service workflow, providing residential space planning, furniture selection, color coordination, and décor recommendations tailored to client goals and budgets.
- Delivered personalized design solutions enhancing functionality and aesthetics, fostering lasting client relationships.
- Created floor plans, elevations, and 3D renderings using AutoCAD and SketchUp.
- Sourced furniture, materials, and accessories aligned with client style preferences and coordinated orders with vendors.
- Provided expert advice on textiles, assisting customers with product selection and care instructions
- Utilized digital design skills to enhance the clarity and accessibility of customer support documentation.
- Facilitated customer interactions to understand needs and address concerns, strengthening client relationships.
Interior Design Intern
Home Gallery
Santo Domingo, Dominican Republic
01.2016 - 05.2016
- Delivered product knowledge and design guidance, influencing customer purchasing decisions in a showroom environment.
- Assisted customers with furniture selection and home styling recommendations, contributing to positive sales outcomes.
- Maintained visual merchandising standards and optimized showroom presentation to enhance customer engagement.
- Provided expert advice on home decor options to customers, enhancing their shopping experience and satisfaction
- Built positive customer relationships through personalized service and clear communication.
- Demonstrated strong attention to detail when resolving customer inquiries and issues, ensuring accuracy and satisfaction
- Utilized managing time strategies to prioritize tasks and resolve customer issues promptly
Education
Bachelors Degree - Interior Design
Universidad Iberoamericana
Dominican Republic06-2016
Skills
- CRM platforms: HubSpot, Zendesk,
- Order management
- E-commerce support
- Knowledge base management
- Multi-system navigation
- Live chat support
- Visual merchandising
- Customer engagement
- Verbal communication,
- Product knowledge
- Customer support
- Active listening
- Problem solving
- Refunds processing
- Escalation handling
Personal Information
Title: Customer Service Specialist
Certification
Hubspot Inbound Service Certification Feb 2026
Languages
English, Spanish
Timeline
Customer Service Representative
TTEC
09.2026 - Current
Seasonal Customer Service Representative
Williams Sonoma
10.2025 - 01.2026
Customer Service Representative
Alorica
06.2019 - 12.2024
Interior Design Consultant
Freelance
12.2016 - 06.2019
Interior Design Intern
Home Gallery
01.2016 - 05.2016
Bachelors Degree - Interior Design
Universidad Iberoamericana