Erika Pena
Dallas,TX
Summary
High driven customer service experience
Overview
27
27
years of professional experience
Work History
AST Financial
Customer Service Rep
New York, NY
04.2024 - 06.2025
- Assisted customers with inquiries and resolved issues efficiently.
- Provided product knowledge to enhance customer experience.
- Collaborated with team members to improve service delivery processes.
- Adapted quickly to changes in products and services offered.
- Conducted follow-ups to ensure customer satisfaction and retention.
- Developed training materials for new hires on best practices.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Pawn Broker
First Cash Pawn
Dallas, TX
01.2013 - 2015
- Evaluated pawned items for value and authenticity.
- Assisted customers in understanding loan terms and repayment options.
- Processed transactions efficiently, ensuring compliance with company policies.
- Trained new staff on operational procedures and customer service standards.
- Developed strategies to enhance customer engagement and retention.
- Oversaw inventory management to maintain optimal stock levels and organization.
- Implemented process improvements that streamlined daily operations and reduced wait times.
- Mentored team members on best practices in negotiation and appraisal techniques.
- Negotiated fair prices for both buying and selling items while maintaining profitability goals for the business.
- Made loans on Type items after closely inspecting item values, collecting payments or tangible property as collateral.
Walgreens Pharmacy
Customer Service Department
Dallas, TX
01.2013 - 06.2015
- Assisted customers in locating medications and health products, enhancing overall satisfaction.
- Processed prescription orders accurately, ensuring compliance with pharmacy regulations.
- Managed inventory levels, facilitating timely restocking of essential supplies.
- Educated customers on medication usage and potential side effects, promoting safe practices.
- Collaborated with pharmacy team to streamline workflow and improve service efficiency.
- Resolved customer inquiries and complaints professionally, fostering positive relationships.
Assistant Store Manager
CVS Pharmacy
Dallas, TX
08.1998 - 06.2013
- Assisted in managing daily operations and inventory control to ensure optimal stock levels.
- Trained and mentored new team members on customer service protocols and store policies.
- Executed visual merchandising strategies to enhance product presentation and drive sales.
- Implemented loss prevention strategies, reducing shrinkage rates through staff training and vigilance.
- Led team meetings to communicate goals, expectations, and performance updates effectively.
- Developed and maintained positive relationships with customers, resolving issues promptly to enhance satisfaction.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Education
High School Diploma -
Jefferson High School
Dallas, TX08.2000
Skills
20 of excellent customer service experience
Languages
English
Full Professional
Spanish
Full Professional
Timeline
AST Financial
Customer Service Rep
04.2024 - 06.2025
Pawn Broker
First Cash Pawn
01.2013 - 2015
Walgreens Pharmacy
Customer Service Department
01.2013 - 06.2015
Assistant Store Manager
CVS Pharmacy
08.1998 - 06.2013
High School Diploma -
Jefferson High School