Enzo Pena
Lehigh Acres,FL
Summary
Proven leader and adept communicator, I excelled at Lee Health System by enhancing customer satisfaction and resolving conflicts with critical thinking and active listening. My bilingual proficiency streamlined service delivery, achieving significant improvements in efficiency. Skilled in computer applications and customer relations, I consistently fostered positive outcomes in high-stress situations.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Lee Health System
08.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
Team Leader
Macy's
03.2019 - 08.2022
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Mentored and guided employees to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members on company news and updates.
Warehouse Stocker
Lowe's
04.2017 - 05.2019
- Compared received packages against shipping documents.
- Streamlined the stock replenishment process for faster order fulfillment and customer satisfaction.
- Enhanced warehouse safety by regularly inspecting equipment and conducting safety training sessions.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Maintained accurate inventory records, ensuring timely reordering of products to avoid stockouts.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
Education
High School Diploma -
Westland Hialeah High School
Hialeah, FL06.2016
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Bilingual English and Spanish
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Lee Health System
08.2022 - Current
Team Leader
Macy's
03.2019 - 08.2022
Warehouse Stocker
Lowe's
04.2017 - 05.2019
High School Diploma -
Westland Hialeah High School