Roberta Peña
Fort Worth,TX
Summary
Successful track record at Alcon Labs, excelling in an exceptional customer service environments with top-notch skills in communication, active listening and analytical problem-solving skills. Cross-functional collaborations, enhancing process efficiency and achieving resolution. Demonstrates active learning and teamwork, driving results beyond expectations. Knowledgeable and dedicated customer service professional with extensive experience.
Overview
12
12
years of professional experience
Work History
Senior Customer Care Advocate II - SRCL
Alcon Labs
05.2019 - Current
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while timely completion.
- Assist with weekly IOL launch request per Marketing guidelines regarding new lenses
- Creating and compiling unbilled implants report and blast, expired IOL quarterly report, MOR and hydrus audit blast
- Create and edit consignment agreements and exhibits
- Maintain up-to-date implant information regarding patient implant cards
- Informed sales rep of product availability, pricing and policy changes to educate on issues and resolve concerns
- Sought ways to improve processes and services provided
Customer Service Rep - Surgical
Alcon Labs
03.2017 - 04.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Rep - SROL
Alcon Vision Care
09.2015 - 02.2017
- Handled sale reps inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to sale reps, handled concerns quickly
- Developed strong product knowledge to provide informed recommendations based on sale reps needs.
- Cross-trained and backed up other customer service reps.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
Vision Care Customer Service Rep
Alcon Vision Care
07.2012 - 08.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Trimble Technical High School
Fort Worth, TXSkills
- Active Learning
- Call center experience
- Data entry proficiency
- Complaint Handling
- Teamwork and Collaboration
- Cross-Functional Collaboration
- Assertiveness
- First Call resolution
Timeline
Senior Customer Care Advocate II - SRCL
Alcon Labs
05.2019 - Current
Customer Service Rep - Surgical
Alcon Labs
03.2017 - 04.2019
Customer Service Rep - SROL
Alcon Vision Care
09.2015 - 02.2017
Vision Care Customer Service Rep
Alcon Vision Care
07.2012 - 08.2015
High School Diploma -
Trimble Technical High School
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