Jency X. Luna-Baez
Newark,NJ
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bilingual Sales Representative
AT&T
01.2023 - Current
- At AT&T, I use my Spanish speaking/writing skills to create meaningful connections and experiences with our customers all while providing them with the products and services they need.
- My technical expertise, gained from my previous experience as a technician, has greatly enhanced my ability to integrate valuable insights into my sales presentations, allowing me to better demonstrate the product and service benefits to my clients.
Acting Geek Squad CIA Senior
Best Buy
08.2022 - 12.2023
- During the period in which Best Buy's technical support department was experiencing a major shift in leader ship, I was entrusted with the responsibility of ensuring the overall functionality of the department in a temporary role so that our metrics didn't waiver or falter.
- I worked very closely with the new hires that my management team had selected to ensure that I trained them in accordance to Geek Squad's standard operating procedures, as well as showed them some additional skills to assist in their development and growth.
- During the end of this period I was also tasked with training who would soon be my successor as the new official CIA Senior.
Geek Squad Consultation Agent
Best Buy
03.2022 - 01.2023
- As the first point of contact, I have been able to provide knowledgeable technology solutions and support, while maintaining a friendly, efficient check-in and check-out experience for customers requiring product troubleshooting or other technical assistance
- I have been able to create and maintain a supportive, positive environment for all of my clients by asking the right questions, listening carefully, taking detailed notes and partnering with other team members/leaders as needed to ensure a fantastic customer experience while providing the best possible solution.
Appliance Sales Specialist
Best Buy
09.2021 - 03.2022
- I was responsible for accumulating the appropriate knowledge and expertise through continuous learning and self-development. Then, armed with the right tools and knowledge, create ease and add value to the Best Buy shopping experience, ensuring customers’ end-to-end needs are met.
Geek Squad Advanced Repair Agent
Best Buy
10.2020 - 09.2021
- During my time as a Geek Squad Advanced Repair Agent, I have been able to successfully identify and offer technology related, solution-based recommendations to solve customer needs and ensure that no customer is left dissatisfied and frustrated.
- Due to the on site training as well as extensive research done at home, I have also been able to successfully and efficiently diagnose technology issues through various troubleshooting activities including the use of specialty software provided by Geek Squad's Custom Diagnostic Tool, Apple's AST Portal & the diagnostics software embedded into most operating systems.
- My clients have been able to see and attest to my love and passion for technology as I have been able to leverage my technical abilities to create positive customer interactions by solving a variety of software and hardware issues on their behalf.
Geek Squad Consultation Agent
Best Buy
08.2019 - 10.2020
- As the first point of contact, I have been able to provide knowledgeable technology solutions and support, while maintaining a friendly, efficient check-in and check-out experience for customers requiring product troubleshooting or other technical assistance
- I have been able to create and maintain a supportive, positive environment for all of my clients by asking the right questions, listening carefully, taking detailed notes and partnering with other team members/leaders as needed to ensure a fantastic customer experience while providing the best possible solution.
Appliance Sales Specialist
Best Buy
10.2018 - 08.2019
- I was responsible for accumulating the appropriate knowledge and expertise through continuous learning and self-development. Then, armed with the right tools and knowledge, create ease and add value to the Best Buy shopping experience, ensuring customers’ end-to-end needs are met.
Education
High School Diploma -
Arts High School
Newark, NJ06-2019
Skills
- Fluent bilingualism
- Goal oriented
- Teamwork and collaboration
- Time management
- Multitasking
- Problem-solving
- Excellent communication
- Attention to detail
- Problem-solving aptitude
- Reliability
Certification
- CompTIA A+ Certification Training - TBD
- Certified Apple iOS Tech Support Specialist, Best Buy Geek Squad - November 2019
- Certified Apple MacOS Tech Support Specialist, Best Buy Geek Squad - November 2019
- Certified Apple watchOS Tech Support Specialist, Best Buy Geek Squad - November 2019
- Certified Apple Hardware Support Specialist, Best Buy Geek Squad - November 2019
- Mobile Software Development, Shaw Academy - September 2017
Languages
Spanish
Native or Bilingual
Portuguese
Limited Working
Timeline
Bilingual Sales Representative
AT&T
01.2023 - Current
Acting Geek Squad CIA Senior
Best Buy
08.2022 - 12.2023
Geek Squad Consultation Agent
Best Buy
03.2022 - 01.2023
Appliance Sales Specialist
Best Buy
09.2021 - 03.2022
Geek Squad Advanced Repair Agent
Best Buy
10.2020 - 09.2021
Geek Squad Consultation Agent
Best Buy
08.2019 - 10.2020
Appliance Sales Specialist
Best Buy
10.2018 - 08.2019
High School Diploma -
Arts High School