Edward Mena
Kannapolis,North Carolina
Summary
Results-driven professional with extensive experience in data analysis and bilingual communication. Proven track record of enhancing customer satisfaction through effective conflict resolution and scheduling management. Consistently meets service level targets in high-pressure environments while building strong client relationships. Committed to delivering exceptional outcomes and supporting organizational objectives with a proactive approach. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Kannapolis Police Department
City of Kannapolis
Kannapolis, NC
01.2025 - 03.2025
- Executed radio communications over law enforcement channels while initiating and responding promptly.
- Conducted patrols in assigned areas, investigating accidents and crime scenes, and preserving physical evidence.
- Performed police work to protect life and property while enforcing laws and ordinances.
- Processed arrested suspects by capturing photographs and obtaining legible inked fingerprint impressions.
- Operated law enforcement vehicle daily to enhance response capabilities.
- Effected arrests as necessary, utilizing handcuffs and restraints when required.
Workforce Analyst
ACN
Concord, NC
07.2020 - 01.2024
- Managed scheduling requests, including PTO, shift swaps, and overtime assignments.
- Developed reports analyzing employee productivity and attendance patterns.
- Applied statistical analysis to evaluate effectiveness of workforce initiatives.
- Monitored agents daily for adherence to schedules and break times.
- Updated agent schedules to reflect call-outs and approved time off requests.
- Generated daily reports on call statistics and service level metrics for management.
- Distributed approved overtime schedules across departments based on operational needs.
- Communicated service level and volume reports to Founders and senior management.
Bilingual Activation Specialist
ACN
Concord, NC
03.2019 - 07.2020
- Troubleshot DSL and cable modem issues for customers to ensure operational connectivity.
- Scheduled and rescheduled internet installations, enhancing customer convenience.
- Provided billing information and payment due dates to facilitate timely transactions.
- Activated modems and internet services for seamless customer experience.
- Resolved customer disputes regarding technician no-shows at scheduled appointments.
- Supported multiple queues, including Production, High Speed Internet, and Device queues.
- Maintained knowledge across various support areas to deliver comprehensive assistance.
Bilingual Provisioning Specialist
ACN
Concord, NC
01.2017 - 03.2019
- Delivered exceptional customer service to enhance client satisfaction.
- Processed phone and internet service orders with various vendors.
- Supported production and multiple service queues, including PWT, DPS/US Residential, and LSR.
- Rescheduled missed installations for phone and internet services, ensuring customer convenience.
- Facilitated disconnecting and reactivating of internet and phone services for clients.
- Executed multiple orders for modem swaps, relocations, transfers, speed changes, and new installations.
- Communicated effectively with vendors via phone and email to resolve issues.
- Managed Spanish-speaking customer inquiries and escalated order status requests.
Bilingual Customer Service Agent
ACN
Concord, NC
03.2016 - 01.2017
- Delivered exceptional customer service to enhance client satisfaction.
- Resolved technical issues for customers using cell phones.
- Addressed billing inquiries and processed payments efficiently.
- Facilitated new account creations for Flash Wireless clients.
- Activated services for Flash Wireless customers promptly.
- Managed incoming Spanish calls to support diverse clientele.
- Handled chat communications for Sprint, Verizon, and T-Mobile effectively.
Associate Representative
T-Mobile
Kannapolis, NC
08.2014 - 03.2016
- Guided customers in selecting suitable cell phone plans tailored to individual needs.
- Educated customers on features and functionalities of various cell phone models.
- Processed cell phone plans efficiently using T-Mobile systems.
- Achieved goals established by T-Mobile through consistent performance.
- Executed daily opening and closing procedures to maintain store operations.
- Conducted bi-weekly inventory scans for phones and accessories.
- Served as key holder responsible for securing store during opening and closing hours.
Education
High School Diploma -
New Utrecht H.S.
Brooklyn, NY06-1988
Skills
- Radio communications
- Evidence preservation
- Data analysis
- Report generation
- Incident investigation
- Scheduling management
- Customer service
- Conflict resolution
- Bilingual communication
- Time management
- Problem solving
- MS Office proficiency
- Organizational skills
- Dependability and responsibility
- Multitasking ability
- Performance monitoring
- Call center metrics
- Statistical reporting
- Customer relationship management
- Data collection and research
- Service level maintenance
- Forecasting accuracy
Languages
Spanish
Professional
Certification
- BLET certified
Timeline
Kannapolis Police Department
City of Kannapolis
01.2025 - 03.2025
Workforce Analyst
ACN
07.2020 - 01.2024
Bilingual Activation Specialist
ACN
03.2019 - 07.2020
Bilingual Provisioning Specialist
ACN
01.2017 - 03.2019
Bilingual Customer Service Agent
ACN
03.2016 - 01.2017
Associate Representative
T-Mobile
08.2014 - 03.2016
High School Diploma -
New Utrecht H.S.
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