Penelope Villarreal
Field Support Specialist At Grainger
Panama City,Don Bosco
Summary
Organized and dependable candidate successful at managing order fulfillment needs by providing an extended service with a reactive and proactive resolution while having a background of effective leadership as a Customer Service Supervisor.
Overview
22
22
years of professional experience
2
2
Languages
Work History
Field Support Specialist
W.W. Grainger
2022.10 - Current
- Expedite purchase orders and request for items/quotes submitted by the operations staff, customers, and system generated information to confirm receipt and delivery of information
- Support and resolve inbound Field inquiries related to quote/PO expedite, order status, proof of delivery, billing, customer credits and return goods authorizations
- Maintain and enhance field and supplier relationships by using quality customer service skills
- Managing field support related requests, expedites, providing availability/lead time information, and releasing purchase orders where necessary for direct shipment to Grainger customers, branches, or distribution centers
Supervisor
IQOR PANAMA
2017.01 - 2022.10
- Supervise a team of 15 agents
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Preparing reports and analyzing data to assist management
- Assist with payroll and time key activities.
Customer Service Agent and Team Lead
IQOR PANAMA
2016.03 - 2016.12
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Discover training needs and provide coaching
- Listen to team members' feedback and resolve any issues or conflicts.
Customer Service Agent & Mentor
EGS Call Center
2012.07 - 2016.03
- Mentor Line: Support and Mentor the agents on the floor
- Take escalation calls for supervisors
- Assisted as Supervisor: Supervising Metrics such as Productivity, Performance, Attendance for a group of agents
Assistant Manager
Golden Corral Restaurant
Columbia
2009.01 - 2011.01
- Financial and Sales Reports
- Monitor All Restaurant Department
- Store Deposit and Inventory
- Ordering Store Supplies
Reception Supervisor
Plaza Paitilla Inn Hotel
2002.01 - 2006.01
- Coordinate Groups and Shift Reports
- Financial Reports
- Groups Billing Account
- Events Coordinator
- Reservation Supervisor
Education
Commerce Degree -
Instituto Justo Arosemena - Panama City, Panama
2000.01 - 2000.01
Skills
Acts with a Sense of Urgency
Effective Time Management
Proactive Follow Up
Empathetic and Genuine
Customer Relations
References
- Terol Dixon 6891.4149
- Sajid Antillon - 6710.3344
- Josafath Rodriguez, 6942.5103
Timeline
Field Support Specialist
W.W. Grainger
2022.10 - Current
Supervisor
IQOR PANAMA
2017.01 - 2022.10
Customer Service Agent and Team Lead
IQOR PANAMA
2016.03 - 2016.12
Customer Service Agent & Mentor
EGS Call Center
2012.07 - 2016.03
Assistant Manager
Golden Corral Restaurant
2009.01 - 2011.01
Reception Supervisor
Plaza Paitilla Inn Hotel
2002.01 - 2006.01
Commerce Degree -
Instituto Justo Arosemena - Panama City, Panama
2000.01 - 2000.01