Alexis Pena
Phoenix,AZ
Summary
Experienced leader who values integrity, accountability, and charisma in myself and others. Goal driven with a passion for helping others exceed goals through providing effective coaching and feedback. Tenured facilitator with the ability to educate leaders and develop content.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Learning and Development Specialist
Asurion
Phoenix, AZ
2020.01 - Current
- Train, support and develop classes of up to 50 technicians on sales, technical support, and customer service to meet/exceed production goals
- Provide continuing education for tenured technicians and leaders
- Leverage Peer Advisors by delegating tasks to provide positive and beneficial experiences for new hires
- Drive performance through delivering weekly coaching and development sessions
- Train multiple programs across organization to meet business needs
- Achieved Yellow Belt Six Sigma Certification
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
Soluto Supervisor
Asurion
Phoenix, AZ
2018.10 - 2020.01
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.
- Managed team of 12 – 15 experts through leading team meetings, conducting weekly coaching sessions with each Expert and providing daily feedback to create good habits and improve performance.
- Resolve system outages in efficient manner to ensure meeting service level agreements.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- 2019 Strategic Partnership Channel Winner of Outstanding Performance.
Solution Manager
Verizon Wireless
Phoenix, AZ
2013.04 - 2018.06
- Coached sales associates (12-35 employees) in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Inspired
- Energized sales team to drive themselves and advance skills to be successful.
- Create premier in-store experiences by building connections with customers, leveraging brand and providing solutions to customers
- Conduct daily sales audits and coaching store representatives to ensure continuous growth and development with each specialist.
- Identified and hired exceptional candidates to fill key sales roles and strengthen revenue development.
- Trained team members in successful strategies to meet operational and sales targets.
- Three-Time elected member of Women of Wireless and Mentor for brand new members of Women of Wireless.
Senior Brand Manager
GMR Marketing
Tempe, AZ
2014.01 - 2017.04
- Lead team of Brand Ambassadors (5-20) who Increased brand awareness through event marketing, demonstrations, sales and brand promotion.
- Planned, implemented and tracked sales and marketing strategies to promote brand products.
- Organized and delivered training sessions for new product content and technological advancements.
- Built and strengthened strategic relationships with vendors, advertising agencies and leading industry partners.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
Solution Specialist
Verizon Wireless
Scottsdale, AZ
2008.01 - 2013.03
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs
- Analyze customer needs and present value-added solutions
- Inspired and excited customer about how solutions can impact their lives
- Created loyalty to customer for return business to company
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Exceeded yearly sales goals by 10%.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Interacted with approximately 50 customers daily to provide personalized product guidance, resolve issues and open new accounts.
- Two-time Winner with Sales Performance Top 10% for Southwest Region.
Customer Service Representative
Verizon Wireless
Phoenix, AZ
2006.12 - 2008.01
- Provide customers with products and solutions to help simplify issues and produce resolutions.
- Create personal connections to make technology simple and easy to understand for each customer.
- Help customers enjoy best things about their new products so they can begin using and enjoying them immediately.
- Excel in team-based environment by handing multi-tasking with many clients to ensure excel experience.
- Assist with store opening and closing duties such as creating POS systems for day, inventory control of devices, preparation of sales floor for security systems and working devices.
- Support other Verizon stores with best practices of sales, store flow, and speaking of performance for visit with leadership.
- Elected for 2008 Pre-Leadership training
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Education
Associate of General Studies - Business Communications
Rio Salado College
Tempe, AZ 2021.08 - Current
High School Diploma -
Mountain View High School
Tucson, AZ 1998.08 - 2001.05
Skills
Online training experience
Cultural Awareness
Leadership training
Planning and Coordination
Sales report analysis
Relationship Building
Accountability
Staff training/development
Sales processes
Business development and planning
Adult learning theories
Timeline
Associate of General Studies - Business Communications
Rio Salado College
2021.08 - Current
Learning and Development Specialist
Asurion
2020.01 - Current
Soluto Supervisor
Asurion
2018.10 - 2020.01
Senior Brand Manager
GMR Marketing
2014.01 - 2017.04
Solution Manager
Verizon Wireless
2013.04 - 2018.06
Solution Specialist
Verizon Wireless
2008.01 - 2013.03
Customer Service Representative
Verizon Wireless
2006.12 - 2008.01
High School Diploma -
Mountain View High School
1998.08 - 2001.05