Yeramil D. Pena Rodriguez
NEWTON CENTER,MA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
6
6
years of professional experience
Work History
Customer Service Representative With Language
Massport
Boston, MA
07.2025 - Current
- Resolved customer inquiries efficiently, ensuring a positive experience and satisfaction.
- Assisted in troubleshooting issues related to airport services and amenities.
- Collaborated with team members to improve response times and service delivery.
- Maintained detailed records of customer interactions for quality assurance purposes.
- Trained new staff on customer service protocols and operational procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
Men's Locker Room Attendant
Life Time
Newton, MA
04.2025 - 07.2025
- Maintained cleanliness and organization of locker room facilities, enhancing user experience.
- Assisted members with locker assignments and provided information on amenities.
- Monitored inventory levels of toiletries and supplies, ensuring adequate stock at all times.
- Enforced facility rules and regulations to promote a safe environment for all users.
- Collaborated with staff to ensure smooth operations during peak hours and special events.
- Implemented efficient cleaning protocols that improved turnover time between usage periods.
- Handled hazardous cleaning supplies to remove dirt, dust, grease, and film from surfaces according to proper procedures and labeling.
- Cleared rubbish and debris from lobby, elevators, stairways, and hallways to uphold cleanliness standards.
- Assisted in reducing lost or stolen items by efficiently managing the distribution of lockers and keys.
- Demonstrated adaptability during peak hours by multitasking efficiently without sacrificing attention to detail or customer service quality.
Backroom / Associate
Marshalls, Newton
Newton
09.2023 - 02.2025
- Received incoming merchandise and checked shipments for accuracy.
- Unpacking and inspecting merchandise, sorting products and tagging items for inventory control.
- Maintaining the backroom clean and organized to ensure the safety of staff.
- Assisting customers, helping them to transport merchandise or answer their questions.
- Processing payments, issuing receipts, refunds, change or tickets and redeeming coupons and stamps.
- Received and organized merchandise for efficient stockroom management.
- Collaborated with team members to ensure timely inventory processing.
Intern
Healthy Moms Healthy Kids Food Care, Boston
Boston
06.2020 - 09.2020
- Exceptional customer service
- Unloaded trucks and organized food for distribution.
- Worked closely with members to deliver project requirements.
- Develop solutions and meet deadlines.
- Handle all delegated tasks including keeping the work area clean, prioritize and organize tasks to effectively accomplish project goals
Education
High School Diploma -
Newton South High School
Newton06.2022
Skills
- Effective communication, problem-solving skills, ability to work in a team, a strong work ethic, service oriented, active learning and leadership qualities
- Call center experience
- Complaint handling
- Scheduling
- Administrative support
- Appointment scheduling
- Customer education
- Product and service solutions
LANGUAGES
English /Spanish
Timeline
Customer Service Representative With Language
Massport
07.2025 - Current
Men's Locker Room Attendant
Life Time
04.2025 - 07.2025
Backroom / Associate
Marshalls, Newton
09.2023 - 02.2025
Intern
Healthy Moms Healthy Kids Food Care, Boston
06.2020 - 09.2020
High School Diploma -
Newton South High School