Joseanny Pena Baez
Sevierville,TN
Summary
Dynamic and bilingual customer service professional with a proven track record at Teleperformance USA, Sunliner Diner and other companies, excelling in problem-solving and communication. Recognized for enhancing customer satisfaction through effective engagement and meticulous documentation. Skilled in HIPAA compliance and call auditing, consistently achieving high performance metrics while fostering positive client relationships.
Overview
7
7
years of professional experience
Work History
Brand Ambassador
Sunliner Diner
10.2022 - Current
- Welcome and engage guests with warmth, enthusiasm, and a smile.
- Assist guests with seating, navigating wait times, and resolving issues in a timely and professional manner.
- Support the host, server, and management teams to ensure smooth flow during peak hours.
- Be proactive in anticipating guest needs and offering personalized service.
- Keep high-energy vibes and a clean, guest-ready environment at all times.
- Assist with line control, special requests, and large party coordination.
- Promote the brand and overall experience in every interaction
Server
IHOP
10.2022 - 04.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Host
Old Mill
05.2022 - 09.2022
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
Customer Service Representative
Teleperformance USA (Blue Cross Blue Shield)
09.2021 - 04.2022
- Provided bilingual (English/Spanish) support to health insurance members, assisting with benefits inquiries, claims status, policy coverage, and provider network questions.
- Explained healthcare plans and enrollment options clearly and empathetically to diverse customers.
- Resolved billing issues and processed service requests while maintaining high first-call resolution and customer satisfaction.
- Ensured strict compliance with HIPAA regulations when handling sensitive health and personal information.
- Accurately documented all customer interactions and followed up on outstanding concerns as needed.
- Met and exceeded performance goals related to quality, productivity, and member satisfaction.
Quality Analyst
Ux Centers (SDL and OPT USA)
09.2019 - 07.2021
- Monitored and evaluated customer service calls to ensure compliance with quality standards and customer satisfaction goals.
- Delivered constructive feedback and coaching to agents, helping improve communication, product knowledge, and call resolution.
- Assisted in training new hires and provided ongoing support to agents through refresher sessions and one-on-one guidance.
- Participated in internal audits and ensured quality assurance processes were consistently followed across teams.
- Generated quality reports and performance scorecards to identify trends and support continuous improvement initiatives.
- Collaborated with team leads and supervisors to refine quality standards and enhance the customer experience.
Customer Service Representative
Continuum (Boost Mobile)
09.2018 - 05.2019
- Provided high-quality customer support over the phone for Boost Mobile USA clients, handling inquiries, account issues, billing concerns, and troubleshooting technical problems.
- Resolved customer complaints efficiently, aiming for first-call resolution and maintaining high satisfaction scores.
- Assisted with plan upgrades, service activations, and device troubleshooting while following company policies and procedures.
- Maintained accurate records of customer interactions using internal CRM systems.
- Met and exceeded performance targets including call handling time, customer satisfaction, and quality assurance metrics.
Education
No Degree - Odontology
UASD
Santo Domingo, Dominican Republic09-2028
Skills
- Excellent Communication (English & Spanish)
- Customer service
- Customer engagement
- Problem Solving
- Time Management
- Multitasking
- Data Entry and Documentation
- Microsoft Office Suite (Word, Excel, Outlook)
- HIPAA Compliance
- Call Auditing
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Brand Ambassador
Sunliner Diner
10.2022 - Current
Server
IHOP
10.2022 - 04.2023
Host
Old Mill
05.2022 - 09.2022
Customer Service Representative
Teleperformance USA (Blue Cross Blue Shield)
09.2021 - 04.2022
Quality Analyst
Ux Centers (SDL and OPT USA)
09.2019 - 07.2021
Customer Service Representative
Continuum (Boost Mobile)
09.2018 - 05.2019
No Degree - Odontology
UASD
Similar Profiles
Armenuhi HamamjyanArmenuhi Hamamjyan
Waitress & Service Coordinator at Sunliner DinerWaitress & Service Coordinator at Sunliner Diner
Alida BoswellAlida Boswell
Server at Sunliner DinerServer at Sunliner Diner
Yesenia EnriquezYesenia Enriquez
Restaurant Hostess at Sunliner DinerRestaurant Hostess at Sunliner Diner
LORENZO A. SHAKESLORENZO A. SHAKES
Health Records Clerk/Clinic Clerk at Kingston Public HospitalHealth Records Clerk/Clinic Clerk at Kingston Public Hospital
LAZARO VINALAZARO VINA
Plant Diesel Mechanic Assistant Manager at Miami Dade Water & SewerPlant Diesel Mechanic Assistant Manager at Miami Dade Water & Sewer