Pedro Zepeda
Reno,NV
Summary
Professional with strong expertise in customer service management and team leadership. Deliver consistent results by fostering collaboration and adapting to changing demands. Skilled in conflict resolution, process improvement, and customer relationship management. Known for reliability, strategic thinking, and results-driven approach.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Customer Service Specialist II
Timely Testing
06.2024 - Current
- Provided exceptional customer service to a high volume of customers, consistently exceeding departmental performance metrics.
- Assisted customers with product selection, order placement, and tracking shipments, resulting in increased sales and repeat business.
- Identified opportunities for process improvement within the customer service department, leading to increased efficiency and productivity.
- Participated in regular team meetings to discuss challenges, share best practices, and implement strategies for improving the overall customer experience.
- Developed strong product knowledge to effectively address customer inquiries and provide accurate information.
- Facilitated communication for Spanish speakers across the company.
- Managed over 50 customer calls per day.
Technician
Corwin Automotive Group
05.2023 - 04.2024
- Diagnosed and repaired automotive systems to ensure optimal vehicle performance.
- Conducted routine maintenance checks and inspections for safety compliance.
- Collaborated with team members to streamline repair processes and improve efficiency.
- Utilized diagnostic tools to identify issues in electrical and mechanical systems.
- Mentored junior technicians, enhancing their skills and knowledge of automotive technologies.
- Completed 20+ vehicle repairs per week in a high-volume dealership, maintaining diagnostic accuracy and supporting on-time vehicle delivery.
Drug Screener/ Office Assistant II
Washoe County
11.2022 - 01.2024
- Facilitate communication between police officers and Spanish-speaking individuals in need of assistance.
- Facilitated smooth client onboarding at the front desk.
- Escalated anomalies and concerns to supervisors promptly.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Greeted visitors determined their needs and directed them to the appropriate personnel.
- Provided customer service, addressing inquiries and resolving issues promptly.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Conducted 30-80 drug screenings per day for probation and pre-trial clients in compliance with county and court requirements
Customer Service Advisor
Jiffy Lube
09.2019 - 09.2022
- Educated customers on services and products, enhancing overall service experience.
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Trained new staff on customer interaction protocols and service standards.
- Implemented process improvements that streamlined operations and reduced wait times.
- Helped more than 30+ customer daily.
Education
GED -
Sierra Nevada High School
Reno, NV11.2015
Skills
- Data entry
- Employee engagement
- Customer relations
- Organizational growth
- Customer excellence
- Problem-solving
- Task delegation
- Conflict resolution
- Strategic planning
- Fast learner
- Sales support
- CRM software
Accomplishments
- Developed a custom Discord bot that enabled fast, accurate information retrieval for team members, reducing client-facing uncertainty.
- Supervised team of 4 staff members.
- Resolved issues presented by clients.
Certification
48 WPM
LANGUAGES
Spanish: Professional
Timeline
Lead Customer Service Specialist II
Timely Testing
06.2024 - Current
Technician
Corwin Automotive Group
05.2023 - 04.2024
Drug Screener/ Office Assistant II
Washoe County
11.2022 - 01.2024
Customer Service Advisor
Jiffy Lube
09.2019 - 09.2022
GED -
Sierra Nevada High School