Wilson Peña
Jersey City,NJ
Summary
Dynamic customer service professional with a proven track record at Rexing USA, achieving a 95% customer satisfaction rate. Skilled in problem-solving and customer data management, I led initiatives that enhanced agent productivity by 30%. Committed to delivering exceptional support and fostering strong customer relationships in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Customer Service Care Agent
Rexing USA
Little Ferry
05.2022 - Current
- Managed a high volume of customer inquiries and concerns from retailers such as Amazon, Best Buy, Target, and the Rexing website, consistently achieving a response time of under 24 hours, contributing to a 95% customer satisfaction rate.ion rate.
- Resolved complex customer issues through active listening and tailored solutions, resulting in a 20% reduction in customer escalations.
- Led the implementation and optimization of a new customer support system, resulting in a 30% increase in agent productivity and a 15% decrease in average call handling time.
- Collaborated with cross-functional teams to develop and deliver comprehensive training programs on product knowledge and customer service techniques, improving new agent performance by 25%.
- Diagnosed and repaired consumer electronics, ensuring efficient troubleshooting and customer satisfaction.
- Programmed and troubleshot devices post-installation to ensure proper functionality and customer readiness.
- Assisted with data input and ensured accurate information for various customer-related processes.
- Managed billing inquiries, provided product support, and facilitated customer purchases in a timely and accurate manner.
- Addressed customer inquiries via phone, ensuring clear communication and efficient problem resolution.
- Demonstrated the ability to perform effectively under pressure, maintaining a high level of professionalism and productivity.
- Contributed to building and optimizing the customer care workflow to enhance operational efficiency and service quality.
- Provided detailed product descriptions to customers, ensuring they received accurate information regarding product features and care instructions.
- Conducted verification and validation of customer data to maintain accuracy and integrity within the system.
- Tested new upcoming products and provided feedback for better performance and efficiency of the company's products.
Online Service Support / IT
Springer Nature Technology And Publishing Solutions
New York, NY
03.2016 - 05.2022
- Delivered exceptional online customer support by promptly resolving technical issues and ensuring a high level of customer satisfaction.
- Managed and maintained a comprehensive knowledge base of troubleshooting techniques, enabling the efficient and accurate resolution of customer inquiries.
- Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% reduction in average resolution time.
- Led training sessions for new team members on the company’s online service platform, accelerating their onboarding process and improving overall team performance.
- Facilitated monthly meetings with managers and peers to ensure alignment on project objectives and streamline workflow.
- Conducted thorough research and updates on materials required for clients and partners, ensuring accuracy and timeliness.
- Addressed and resolved general customer issues with professionalism and efficiency.
- Managed communication with clients, including sending and receiving emails, to ensure prompt responses and follow-ups.
- Handled 3rd-level escalated issues, providing effective solutions while maintaining a high standard of customer service.
Supervisor Amazon Fulfillment
Venture Inc
Bronx, NY
07.2012 - 06.2015
- Supervised a team of 14+ employees responsible for Amazon Fulfillment order processing.
- Created and managed weekly work schedules to ensure full coverage and operational efficiency.
- Communicated directly with the VP and management to coordinate priorities and workflow updates.
- Conducted annual performance evaluations and provided coaching to improve team productivity.
- Generated accurate shipping labels and coordinated freight pickup logistics.
- Ensured all work areas were organized, clean, and compliant with safety standards.
- Managed inventory, stocked incoming shipments, and handled ULINE receiving processes.
- Performed maintenance and minor repairs on heat-sealing equipment to minimize downtime.
Education
BA - HISTORY
SUNY STONY BROOK
New York City12.2009
Skills
- Customer Service
- Customer Support
- Customer Data Management
- Telephone Skills
- Billing Processes
- Customer Demand Planning
- Merchandising
- Product Support
- Verification and Validation (Software)
- Consumer Electronics
- Management of Stress
- Customer Satisfaction
- Knowledge Bases
- Publishing Skills
- Research Skills
- Problem Solving
- Customer Relationship Management
- Hard Work and Dedication
- Customer support software
Hobbies and Interests
Events/Portrait Photographer
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Care Agent
Rexing USA
05.2022 - Current
Online Service Support / IT
Springer Nature Technology And Publishing Solutions
03.2016 - 05.2022
Supervisor Amazon Fulfillment
Venture Inc
07.2012 - 06.2015
BA - HISTORY
SUNY STONY BROOK