Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Milocis Pena

Summary

Adept at leading teams to excellence, I significantly enhanced customer satisfaction at Apple Bank by mentoring service representatives and streamlining processes. I consistently exceeded performance targets, fostering a culture of professionalism and effective communication. Customer service professional committed to delivering high-quality results. Background includes leadership roles with focus on improving customer experiences and operational efficiency.

Overview

35
35
years of professional experience

Work History

Customer Service Representative Supervisor

Apple Bank
02.1989 - 04.2024
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
  • Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
  • Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
  • Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
  • Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.

Education

High School Diploma -

Theodore Roosevelt High School
Bronx, NY
06-1981

Skills

  • Inbound and outbound calls
  • Reliability
  • Team Management
  • Professionalism
  • Employee Evaluation
  • Train employees
  • Communication Skills

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative Supervisor

Apple Bank
02.1989 - 04.2024

High School Diploma -

Theodore Roosevelt High School
Milocis Pena