Genesis Pineda
Davenport,Florida
Summary
I am a knowledgeable and dedicated professional with extensive experience in the Customer Service/Support industry. I am a solid team player with a down to earth, positive demeanor. I also have proven skills in establishing rapport with clients and team mates; along with being verse in navigating multiple systems.
Accordingly, I'm motivated to maintain customer satisfaction and contribute to company success. I posses the ability to combine provided sources with relevant outside information, to produce documents that can be adjusted to serve multiple end users. I am driven by brainstorming and assisting in making processes efficient. I specialize in quality, speed and process optimization. Considered to be articulate, positive and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. I also strive to fulfill with effectiveness any tasks or assignments given to me no matter the pressure of the moment. Being optimistic and futuristic, motivates me to discover new methods that bring innovation and efficiency.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Samsara Inc
Remote, FL
10.2022 - Current
- Improving system efficiency in testing out workflow equipment's and systems through experiments provided by leadership.
- Evaluate methods to optimize process efficiency and service delivery.
- Partner with team leaders to devise and evaluate strategies focused on boosting company revenue and enhancing customer satisfaction.
- Facilitate in the training of new employees in understanding company protocols and procedures.
- Assist with testing new system processes, and providing feedback for improvement from subject matter expert point of view.
- Provide exceptional customer service by utilizing extensive knowledge of services and creating positive experiences.
- Maintain excellent customer service standards through proactive communication with customers regarding issue resolution.
- Collaborate with internal teams to develop improvements to current processes and procedures.
- Respond proactively and positively to rapid change.
- Investigate and resolve customer inquiries and complaints in efficient manner via email queue and phone line.
- Support in addressing escalation cases.
- Educate customers about billing, payment processing and support policies, procedures, and protocols.
- Collaborate with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Support Specialist
Samsara Inc (Insight Global)
Atlanta , Georgia
01.2022 - 10.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints in efficient manner via email queue and phone line.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Improving system efficiency in testing out workflow equipment's and systems through experiments provided by leadership.
- Sought ways to improve processes and services provided.
- Brainstorming and testing out methods with team leadership to improve company's revenue, and customer satisfaction.
- Trained new personnel regarding company operations, policies and services. Assisting with onboarding and training process.
- Contact: Christina (404) 257-7281
Administrative Assistant/Residential Billing
Energy Air, Inc
Orlando, FL
08.2020 - 01.2022
- Major HVAC company in central Florida
- Deals with Residential and Commercial properties
- Tasks included setting up service calls, invoicing and billing all Residential service work orders, setting up maintenance contracts, assisting customers with questions or concerns about their HVAC system
- Replenishing office supplies.
- Cross training in other Residential or Commercial department needs. Assisting with training new hire's.
- Edited documents to improve accuracy of language, flow and readability.
- Executed record filing system to improve document organization and management.
- Contact -Jason Bouck (407) -886-3729 (Direct Manager)
Administrative Assistant/Front Desk
AP Flooring & Cabinets Depot
Kissimmee, FL
08.2018 - 08.2020
- Family owned business dedicated to kitchen, flooring, and bathroom renovations and remodeling
- An admin as front desk person responsible for handling customer questions, concerns, issues, and orders
- I was also responsible for scheduling appointments and installation details
- Processing checks and sending invoices to clients
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Created quotes and estimates for vendors
- Created and updated records and files to maintain document compliance.
- Contact: Arismendy Peralta (407) 913-8677
Secretary/Loss consultant
Claims Solutions
Kissimmee, FL
06.2016 - 02.2019
Bouck
- Public adjuster's office that help homeowners with home insurance claims.
- As secretary, duties included processing home insurance claims for clients with home insurance companies, following up on claims and informing clients weekly on updates, sending claim checks to mortgages, answering every phone call the office received.
- I was also promoted to finding my own personal insurance claims and enrolling customer's directly.
- Introduced and implanted viable loss control strategies by maintaining strong partnerships and trust with customers.
- Provided loss control reporting for prospects and clients.
- Worked with clients and risk management specialists to provide meaningful solutions that met client needs.
- Contact: Goez Goez (407)-244-6509
Sales Associate
Uniqlo
Orlando, FL
09.2017 - 08.2018
- Duties included opening store tasks, helping customers with any questions/situations needing resolved, register, closing out store, and cleaning
- Responsible for cash handling services and cashing out at end of night
- Promoted to level 2 for leadership qualities
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new and potential customers.
- Engaged with customers to build rapport and loyalty.
- Contact: (855) 486-4756
Education
Associate of Arts - Public Administration
Valencia College, UCF
Osceola County High School Diploma - Public Administration
City of Life Christian Academy
Skills
- Determined
- Futuristic
- Optimistic
- Team player
- Mentorship
- Training development aptitude
- Account management
- Recordkeeping strengths
- Translation
- Administrative Tasks
- Service standard compliance
- Multi-line phone/web talent
- Staff education and training
- Accountability
- Clear communication
- Adaptable
Additional Information
- On several occasions, I volunteer by providing aid, resources, and participation in community work for in Honduras.
Accomplishments
Deacon Leader at King Jesus Ministries Orlando (03/2018)
I was ordained as a Deacon at King Jesus Ministry Orlando and Kissimmee. I help adults and young people in serving my community through mental, emotional, and spiritual needs. I am also a youth and young adults Mentor.
Translation Department at King Jesus Ministries (03/2014 - 10/2023)
I translated live services for King Jesus Ministry Orlando and Kissimmee
Received a Golden Owl Award at Samsara Inc
I received this recognition by enabling the customers to achieve exceptional value by being a motivator, a coach, and a builder.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Support Specialist
Samsara Inc
10.2022 - Current
Customer Support Specialist
Samsara Inc (Insight Global)
01.2022 - 10.2022
Administrative Assistant/Residential Billing
Energy Air, Inc
08.2020 - 01.2022
Administrative Assistant/Front Desk
AP Flooring & Cabinets Depot
08.2018 - 08.2020
Sales Associate
Uniqlo
09.2017 - 08.2018
Secretary/Loss consultant
Claims Solutions
06.2016 - 02.2019
Associate of Arts - Public Administration
Valencia College, UCF
High School Diploma - Public Administration
City of Life Christian Academy
Similar Profiles
Andrew JohnsonAndrew Johnson
Remote Contact Center Specialist & Leader at SamsaraRemote Contact Center Specialist & Leader at Samsara
DIEGO GOMEZ DE LA CASA RODRIGUEZDIEGO GOMEZ DE LA CASA RODRIGUEZ
Senior Account Executive at SamsaraSenior Account Executive at Samsara
Miriam Soto RamirezMiriam Soto Ramirez
Team Lead Sr Account Executive at Samsara Networks MexicoTeam Lead Sr Account Executive at Samsara Networks Mexico
Darryl RickheimDarryl Rickheim
Touring Lead Pyrotechnician / Special Effects Technician at StrictlyFXTouring Lead Pyrotechnician / Special Effects Technician at StrictlyFX
Jonathan TobinJonathan Tobin
Customer Solutions Manager at Landstar TransportationCustomer Solutions Manager at Landstar Transportation