Xuxa Pena
Harlingen
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
Quickbooks Online Expert
Teleperformance USA
10.2024 - 05.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
Senior Advisor, ITunes Media Service
Kelly Services
06.2024 - 11.2024
- Facilitated communication between various departments involved in iTunes Media Service projects.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Advised clients on risk management strategies to protect assets against market volatility.
Customer Service Representative
TaskUs
07.2021 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Barista, Baker, Retail
Girl of All Trades
03.2020 - 05.2021
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
Bilingual Customer Service Representative
Spectrum
10.2019 - 03.2020
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
Education
High School Diploma -
Harlingen High School South
Harlingen, TX06-2012
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking Abilities
- Excellent communication
- Computer skills
- Calm under pressure
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Product knowledge
- Call management
- Customer relationship management (CRM)
- Product and service solutions
- Product sales
- Customer education
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Elementary
Timeline
Quickbooks Online Expert
Teleperformance USA
10.2024 - 05.2025
Senior Advisor, ITunes Media Service
Kelly Services
06.2024 - 11.2024
Customer Service Representative
TaskUs
07.2021 - 06.2024
Barista, Baker, Retail
Girl of All Trades
03.2020 - 05.2021
Bilingual Customer Service Representative
Spectrum
10.2019 - 03.2020
High School Diploma -
Harlingen High School South
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