Rachel Pena
New York,USA
Summary
Customer service professional with 5 years of experience in supervision, customer relations, and team collaboration across multiple areas. Demonstrated ability to learn and grow within the company, progressively taking on greater responsibilities, including managing key aspects of sales operations. Strong leadership skills with a commitment to impactful communication. Known for a proactive, team-oriented work ethic and consistently delivering exceptional customer support while driving business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Fairway Market
12.2018 - Current
- Delivered friendly, proactive customer service, answering questions about pricing, promotions, and product availability
- Resolved customer complaints and issues promptly, enhancing customer satisfaction and loyalty
- Accurately processed cash and card transactions, including returns and exchanges
- Managed coordination with third-party delivery partners (DRIZZLY, Instacart) to ensure accurate order processing and payment documentation
- Supervised and mentored Customer Service team members, fostering a collaborative environment
- Served as an in-store Spanish translator to assist Spanish-speaking customers
Brand Ambassador (Weekend Role)
Piñata
12.2018 - Current
- Promoted diverse brands by educating customers on product features, quality, and value
- Collaborated with store staff to enhance brand awareness and share product knowledge
- Engaged customers through demonstrations, effectively communicating product benefits
Education
Bachelor of Science - Criminal Justice, Sociology
John Jay College of Criminal Justice
New York, NY06.2024
Associate of Science - Criminal Justice
Hostos Community College
Bronx, NY12.2021
Skills
- Customer Service & Communication: Bilingual (English/Spanish), skilled in conflict resolution, complaint management, and delivering excellent customer service
- Leadership & Team Management: Experienced in team leadership, mentoring, training, and fostering collaboration
- Problem Solving & Time Management: Strong at prioritizing tasks, managing time, and resolving issues efficiently
- Technical & Administrative Skills: Proficient in Microsoft Office, POS systems, Zoom, and administrative support
Awards
- Nick and Perry Sumas Scholarship – 2024
- Union-sponsored Scholarship -2023
- Jimmy Sumas Foundation Scholarship for Educational Excellence -2023
Certificationstraining
Emergency Management Institute, Independent Study Program IS-00906: Workplace Security Awareness, 06/27/24, 0.10
Timeline
Customer Service Representative
Fairway Market
12.2018 - Current
Brand Ambassador (Weekend Role)
Piñata
12.2018 - Current
Bachelor of Science - Criminal Justice, Sociology
John Jay College of Criminal Justice
Associate of Science - Criminal Justice
Hostos Community College
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