Summary
Overview
Work History
Education
Skills
Timeline
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Nicholas Pena

San Antonio,TX

Summary

Skilled Team Lead experienced in identifying the needs of the client and working to find a solution promptly and professionally. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills Eager to Expand in my work history, Knowledge, and relationships to Clients and Businesses.

Overview

5
5
years of professional experience

Work History

Team Leader Manager

Etech
03.2025 - 09.2025
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Led employee relations through effective communication, coaching, training, and development.
  • Created Excel Spreadsheets with formulas, Tables, and Color Coding to show Campaign Performance(KPIS), Schedule Adherence, Disciplinary, and Off requests such as PTO, LOA, Medical Leave, ETC..
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Held Agents Accountable for Scheudle adherence, not following Policies, or simply not doing the job.
  • Managed a Team of 17 Agents and handeld PTO requests, LOA requests, any time correction punches, and questions about current campaign proceedures.
  • Attended and Passed numerous classes Etech offered for knowledge about leadership. Such as New Leader Assimilation-which was the class that went over all of the aspects of being a good coach, leader, mentor, and taught me vital skills about heart and mind leadership. Additionally i took Epath-Mentorship Program Etech offered to learn from an experienced Leader, Selecting Top Talent-going over Biases and selecting the correct person in an interview and interviewing as a whole and before my leadership Role was given as an agent at Etech i tool Aspiring leaders-a class designated to show you what leadership is about and getting into the very basics of leadership and what to expect

Campaign Support Specialist

Etech
10.2024 - 05.2025
  • Provided technical support for software applications, resolving user issues efficiently.
  • Collaborated with cross-functional teams to streamline support processes and enhance customer satisfaction.
  • Facilitated communication between departments to address product-related concerns and optimize solutions.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.

Client Success Agent

Etech
06.2023 - 10.2024
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Collaborated with team members to develop best practices for consistent client service delivery.
  • Developed strong program knowledge to provide informed recommendations based on individual client needs.
  • Exceeded performance metrics consistently, earning recognition as a one of the top performers within my team.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Kitchen Helper

Panda Express Restaurant
08.2022 - 05.2023
  • Helped increase kitchen efficiency by assisting with meal preparation and ensuring timely food delivery to customers.
  • Supported a clean and organized workspace by performing daily kitchen maintenance tasks, contributing to a safe work environment.
  • Optimized workflow in the kitchen by effectively juggling multiple responsibilities under high-pressure situations, resulting in smooth operations.
  • Ensured compliance with health regulations by maintaining proper food handling techniques and sanitation procedures during all tasks.

Fast Food Worker

Whataburger
03.2021 - 05.2022
  • made growth in customer satisfaction by providing efficient and friendly service in a fast-paced environment.
  • Maintained cleanliness and organization of the dining area, ensuring a pleasant atmosphere for customers.
  • Streamlined order processing by accurately taking and inputting orders to minimize wait time for customers.
  • Collaborated with team members to maintain a well-stocked inventory and ensure smooth operations during peak hours.
  • Managed cash register transactions, balancing the till at the end of each shift with consistent accuracy.

Education

High School Diploma -

James Madison High School
San Antonio, TX
05.2023

Skills

  • Call Management
  • Performance Improvement
  • Change Implementation
  • Workload management
  • Employee scheduling
  • Performance coaching
  • Team leadership
  • Team development
  • Conflict Resolution
  • Attention to Detail

Timeline

Team Leader Manager

Etech
03.2025 - 09.2025

Campaign Support Specialist

Etech
10.2024 - 05.2025

Client Success Agent

Etech
06.2023 - 10.2024

Kitchen Helper

Panda Express Restaurant
08.2022 - 05.2023

Fast Food Worker

Whataburger
03.2021 - 05.2022

High School Diploma -

James Madison High School

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