Ileana Pena
Cherry Hill,NJ
Summary
Dedicated and reliable Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
CMC Energy
09.2022 - Current
- Enhanced customer satisfaction by addressing and resolving inquiries in both English and Spanish languages.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Communicated with the Leadership Team when customer issues escalated and worked to find resolutions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
Tax Specialist
H&R Block
11.2021 - 04.2023
- Help clients file their tax returns and advise them in future scenarios and benefits.
- Generate business grow, increase client retention, and offer additional products and services.
Operations Analyst
The Singer Group
05.2016 - 11.2020
- Help with daily operations and transactions for the business.
- Created custom reports and visualizations to support decision-making processes.
- Developed written documents and reports related to programs and operations.
Sales Representative and Office Assistant
NJ Floor Supply
02.2014 - 06.2015
- Opening and closing duties as well as greeting clients and advising on their home improvement needs.
- Overseen inventory and PO's
HR Payroll Coordinator
Royal Cracovia Restaurant
06.2013 - 12.2013
- Maintain all payroll filing systems including employee active and terminated files as well as payroll vendor files.
- Created new hire and termination documents for payroll.
- Completed bi-weekly payroll for employees.
Education
Business Management - 63 credits -
University of PR, Rio Piedras Campus
Puerto RicoHigh Scholl Diploma -
Dr. Santiago Veve Calzada, Fajardo
Puerto RicoReal Estate License -
Luis Nieves Real Estate
01.2021
Skills
- Positive Customer Service Experience
- Self-organized, multitasker
- Great Communication Skills
- Fully Bilingual: English & Spanish
- Computer literate: Word, Excel, etc
- Problem-solving abilities
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
CMC Energy
09.2022 - Current
Tax Specialist
H&R Block
11.2021 - 04.2023
Operations Analyst
The Singer Group
05.2016 - 11.2020
Sales Representative and Office Assistant
NJ Floor Supply
02.2014 - 06.2015
HR Payroll Coordinator
Royal Cracovia Restaurant
06.2013 - 12.2013
Business Management - 63 credits -
University of PR, Rio Piedras Campus
High Scholl Diploma -
Dr. Santiago Veve Calzada, Fajardo
Real Estate License -
Luis Nieves Real Estate
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