Juan Pena Reina
Orlando,Florida
Summary
With 8+ years in customer service with a demonstrated history in a heavy workload environment. Strong understanding of the inner workings of financial institutions. Seeking to exceed personal & business goals and willing to take the next step in my career with commitment and passion.
Overview
5
5
years of professional experience
Work History
Senior Specialist Advisor Services
Charles Schwab & Co
04.2021 - Current
- Assist with advisor needs through a mix of inbound and outbound calls related to common topics such as new accounts and money movements, as well as the most complex topics such as estates, trusts, and pledged asset accounts.
- Train Advisors on how to operate their business more effectively. This includes digital education, proactive practice management training, operational efficiencies, among others
- Partner with internal business partners, such as sales and/or operational partners, to resolve complex advisor issues and or escalation requests
- Ability to train others on your team on the various Advisor Services’ policies and procedures
- Provide outstanding client service with a “one call resolution” mentality while demonstrating empathy and problem-solving skills
- Expert with leveraging internal resources effectively to find answers and solutions to Advisor needs without the need for frequent assistance or support
- Manage advisor needs through to completion by means of follow-up, advanced research, advisor advocacy, and collaboration with business partners to ensure timely and accurate delivery of information
- Strong ability to diffuse difficult advisor conversations through active listening and a willingness to take ownership and seek alternative solutions within your empowerment
- Anticipate client issues and problems and proactively take necessary steps to prevent such problems from occurring
- Champion client use of Schwab’s digital platform and provide website navigational support by leading with a superior understanding of features and benefits of Schwab tools, products, and services in order to encourage adoption of our industry leading platform
Customer Service Rep - Tech Support
Suntrust Banks
01.2019 - 03.2021
- Handle inbound service calls from potential and existing customers, colleagues or third party companies about personal and business banking products & services
- Answer questions, resolve problems and take care of complaints that callers may have about banking products or services by following the set and industry standards
- Identifies sale referral opportunities that better fit the costumer needs making sure that is the best fit according to their finances
- Produce extraordinary results by customer satisfaction, efficiency, call quality and established metrics
- Maintains current knowledge of banking regulations and services to ensure ongoing compliance of all services provided by the bank
- Permanently make sure that all maintenance performed and information disclosed are under the parameters established by the company and industry
- Constantly go over the yearly, monthly and daily metrics score and evaluations to make sure all duties performed in the job positions are meeting the requirements of excellence stipulated by the company
- Track individual daily metrics such as CSAT, Client Experience, AHT, Process of Quality, adherence and availability to make sure all the stats evaluated are under review and improvement towards the established goals.
Education
Pre-medicine course previous to the Medicine Program and other Health -
Universidad Militar Nueva Granada
Cajicá, CundinamarcaA.A Degree -
Valencia College
Orlando, FloridaSecurity Industry Essentials - Finance
Charles Schwab & Co Licensing Program
Orlando Fl06.2024
Skills
Customer Service
Administrative
Communication
Content Creation
Banking
Sales
Data Entry
Computer Networking
Problem Solving
System Administration
Data Analysis
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Personal Information
- Hobbies: A Pro- active person with an open and philosophical mindset. Interested in learning new things every day. Enjoy Being informed about the worldwide news. Always keeping up a positive, creative, innovative and winning mentality. I like to have a healthy lifestyle so I continually practice different sports. I enjoy participating in social service activities to help others and communities. I am interested in the worldwide economy and I personally trade stocks and currencies as a hobby.
References
- Aldrena Morris, Manager, Charles Schwab & Co, (321) 262-1851
- Meagan Phaneuf, Manager, Suntrust Bank, (407) 762-6642
- Marie Martinez, Supervisor, Westgate Lakes Resort & Spa, (321) 900-9075
Timeline
Senior Specialist Advisor Services
Charles Schwab & Co
04.2021 - Current
Customer Service Rep - Tech Support
Suntrust Banks
01.2019 - 03.2021
Pre-medicine course previous to the Medicine Program and other Health -
Universidad Militar Nueva Granada
A.A Degree -
Valencia College
Security Industry Essentials - Finance
Charles Schwab & Co Licensing Program