Summary
Overview
Work History
Education
Skills
Communication Skills
References
Timeline
Generic

Sonya Peña

San Antonio,TX

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

26
26
years of professional experience

Work History

Dispatcher

Ryder Logistics
East Moline, IL
07.2023 - 11.2023
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Resolved customer complaints related to service issues or delays.
  • Verified driver credentials prior to assigning them a route or task.
  • Assigned drivers to appropriate routes based on customer needs.
  • Provided timely updates to customers regarding their orders or requests.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Scheduled loads according to priority and available equipment.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Addressed questions, problems or requests for service or equipment.
  • Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
  • Liaised with customers to provide logistics for drivers and coordinate delivery times.
  • Kept detailed and updated records of calls in physical and electronic databases.
  • Coordinated with other dispatchers to ensure efficient delivery schedules were met.

Machine Operation

Noble Biomaterial
07.2022 - 08.2022
  • Run deknit machines
  • Monitor machines to detect faults and ensure effectiveness of Deknitting process
  • Examine skeins/cones to detect defects
  • Troubleshoot reasons for defects and contact maintenance for assistance when required for mechanical malfunctions
  • Enter daily work into computer system
  • Performs other related duties as assigned by management.

Loader

FedEx
02.2022 - 07.2022
  • Loading, unloading, sorting of packages of varying sizes and weights by hand
  • Lifting, pushing, pulling, carrying, scanning, placing packages, as well as physical bending, twisting, kneeling.
  • Provided assistance to co-workers when needed throughout the day including but not limited to lifting heavy objects and packing boxes.
  • Packed boxes and stock using organizational guidelines.
  • Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
  • Directed items according to established routing schemes using computer-controlled keyboards and scanning equipment to assist mail-sorting processes.
  • Responsible for keeping track of shipping documents such as bills of lading and manifests, ensuring they are properly filled out before loading onto trucks.

CNC MACHINE OPERATOR

AZEK/SCRANTON PRODUCTS
08.2019 - 08.2021
  • Set-up and manage CNC machines to perform different jobs
  • Ensure the CNC machine operates in accordance with the guidelines of the company
  • Oversee the machines while they execute the tasks and make the necessary changes to produce improved results
  • Check machinery on a daily basis to guarantee functionality
  • Record all machine actions by completing production and quality logs
  • Provide timelines to clients
  • Ensure that results of the machining process align with client expectations
  • Conduct regular CNC machine assessments
  • Train new employees.

Bilingual Customer Service Representative

UPS Supply Chain Solutions
10.2018 - 04.2019
  • Process international transportation orders and quotes time in transit for services
  • Communicate with internal/external customers on a daily basis via phone, fax, and e-mail
  • Analyzing data and responding to customer communications timely
  • Processing international shipments; ensuring specific customer requirements are followed
  • Following up on requests, reviewing rates as needed, tracking and routing shipments and orders, preparing reports, customer setups, updating customer files and profiles
  • Work with customers, suppliers, and various shippers to route, pick-up and/or trace shipments as necessary
  • Resolving problems and maintaining an ongoing professional relationship with the customer and vendors
  • Obtain proofs of delivery and charges from international agents
  • Maintaining quality standards established by UPS Supply Chain Solutions, our customers and vendors
  • Escalating problems and concerns beyond the ability of the OPR to an immediate supervisor or manager
  • Effectively communicating with customers and their suppliers as necessary
  • All other tasks as assigned by supervisor and or manager
  • This job description is intended to describe the general nature and level of work being performed by persons assigned to this classification
  • It is not intended to be an exhaustive list of all job responsibilities, duties and skills required for this position.

Bilingual Customer Service Representative

GENPACT
03.2018 - 10.2018
  • Ensures consumers satisfaction and loyalty by, assisting consumers, and resolving a wide variety of consumers requests, and feedback
  • Manages irate or emotional consumers in a professional manner handling difficult and/or unusual situations
  • Promptly answers, screens, and processes all consumer service requests received through multiple communication channels
  • Strict adherence to confidentiality/privacy agreements and policies and procedures
  • Resolves consumers questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding
  • Provides consumers and healthcare professionals with product information that is not medicinal in nature following all policies, and procedures
  • Explain complex medical terms/information in lay terms to consumers using scripted responses
  • Identify and document product quality complaints following standard operating procedures
  • Assists with service related tasks and activities, which include technical questions for websites, and program registration
  • Make outbound calls related to the service request, and/or follow-up to a consumers inquiry
  • Keeps records of consumer interactions and transactions, recording details of inquiries, comments and actions taken
  • Participates in internal and external educational opportunities and training requirements relevant to the call center or customer service environment
  • Meet outlined benchmarks and/or key performance indicators as monitored through audits or recordings
  • Identify trends in customer satisfaction or dissatisfaction
  • Manage time effectively, meet personal goals and work effectively with other members of the distribution team
  • Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel
  • Responsible for notifying administration of any required updates of customer records on the organization’s internal database
  • Help in grooming/mentoring new employees post the account stabilization.

Bilingual Customer Service Representative

SARNO AND SON
03.2014 - 02.2018
  • Resolve customers complaints via phone, email, or social media
  • Reach out to customers via telephone to verify account information, greet customers warmly and assist certain problem or reason for calling
  • Assist with placements of orders, or exchanges
  • Assist in the returns department respond to the customers' demands either by telephone or email
  • Mail out rebills statements for late merchandise
  • Assist in retail department, take calls, place retail orders, and answer questions concerning that department
  • Assist in Accounts payable and receivable
  • Attach memos to paychecks, basic bookkeeping on the Sarno stores
  • Mail out billing statements
  • Call customers for opinion on Sarno’s catalog and then type out a report on all their feedback.

Customer Service Representative

HewlettPackard
02.2010 - 10.2010
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services
  • Opens customer accounts by recording account information
  • Maintains customer records by updating account information
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintains financial accounts by processing customer adjustments
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs
  • Prepares product or service reports by collecting and analyzing customer information
  • Contributes to team effort by accomplishing related results as needed.

Head Cashier

Ulta Cosmetics & Fragrance
04.2009 - 02.2010
  • Prepared store for business in the morning
  • Authorized merchandise returns
  • Trained new employees
  • Recorded hourly sales
  • Balanced cash drawer at closing.

Education

Human Resource

SCOTT COMMUNITY COLLEGE

Human Resource

DES MOINES AREA COLLEGE

Law

Post University

Skills

  • Outlook
  • Word
  • Excel
  • PowerPoint
  • WordPerfect
  • Quickbooks
  • Data Analysis
  • Purchase Orders
  • Great Plains (customer database)
  • CNC Machines
  • Data Entry
  • Dispatch Coordination
  • Customer Relations
  • Database Updates
  • Processing Orders
  • SAP
  • Data Collection
  • Complaint Resolution
  • Scheduling
  • Account Updating
  • Inbound and Outbound Calling
  • Microsoft Outlook
  • Call Center Operations

Communication Skills

  • Verbal
  • Written
  • Nonverbal
  • English/Spanish Bilingual Leadership

References

Available upon request.

Timeline

Dispatcher

Ryder Logistics
07.2023 - 11.2023

Machine Operation

Noble Biomaterial
07.2022 - 08.2022

Loader

FedEx
02.2022 - 07.2022

CNC MACHINE OPERATOR

AZEK/SCRANTON PRODUCTS
08.2019 - 08.2021

Bilingual Customer Service Representative

UPS Supply Chain Solutions
10.2018 - 04.2019

Bilingual Customer Service Representative

GENPACT
03.2018 - 10.2018

Bilingual Customer Service Representative

SARNO AND SON
03.2014 - 02.2018

Customer Service Representative

HewlettPackard
02.2010 - 10.2010

Head Cashier

Ulta Cosmetics & Fragrance
04.2009 - 02.2010

Human Resource

SCOTT COMMUNITY COLLEGE

Human Resource

DES MOINES AREA COLLEGE

Law

Post University

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