Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Quote
Timeline
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Hensley Alvarez Pena

Hensley Alvarez Pena

Glendale,NY

Summary

Personable and dedicated Customer Service Representative with extensive experience in the financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Branch Ambassador

Capital One
Brooklyn, NY
11.2018 - Current
  • Documented and tracked customer interactions, issues, and resolutions in a help desk ticketing system.
  • Provided technical support and assistance to customers in a branch or retail environment, addressing their software, hardware, and network-related inquiries
  • Increased brand awareness through event marketing, demonstrations, sales and brand promotion.
  • Complied with security and internal control procedures and policies and conducted mandatory trainings to educate staff on new and existing processes.
  • Executed wire transfers, stop payments and account transfers.
  • Assisted customers with software installations, updates, and configurations, ensuring smooth operation and optimal performance.

Customer Service Representative

Metro Pest Control, Inc.
Glendale, NY
08.2017 - 07.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected and analyzed customer information to prepare product or service reports.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Vendor Liaison Team Lead

Crown Field Services
Brooklyn, NY
05.2015 - 12.2016
  • Ensured that all open orders are updated on a daily basis to ensure the client is satisfied with projected completion turn around
  • Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin
  • Managed vendor relations and contracts through strategic partnerships which saved costs and delivered premium contract pricing
  • Coached team on company policies, procedures and best practices to enhance operational efficiency and employee productivity.
  • Proofread documents carefully to check accuracy and completeness of all paperwork
  • Assisted organizational efforts by filing, entering data and answering phones
  • Provided hands-on training and coaching for junior staff on office policies and regulations
  • Maintained the field network by keeping open communication between liaisons and their vendors as well as consistently looking for qualified vendors to expand our coverage areas

Education

Associate’s Degree -

LaGuardia Community College
06.2011

Skills

  • Data Entry
  • Problem-Solving
  • People Management
  • Editing and Proofreading
  • Product Knowledge
  • Scheduling
  • Retail Sales Customer Service
  • Quality Assurance Controls
  • Fraud Assessment
  • Service Ticket Tracking
  • Technical Troubleshooting

Languages

Spanish
Professional

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

You are never too old to be what you might have been.
George Eliot

Timeline

Branch Ambassador

Capital One
11.2018 - Current

Customer Service Representative

Metro Pest Control, Inc.
08.2017 - 07.2018

Vendor Liaison Team Lead

Crown Field Services
05.2015 - 12.2016

Associate’s Degree -

LaGuardia Community College

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Hensley Alvarez Pena