Yeri Pena
Albuquerque,NM
Summary
Dedicated customer service professional with a passion for delivering exceptional service and efficiently resolving issues. Proven track record of enhancing customer satisfaction levels and exceeding expectations. Eager to leverage dedication and leadership skills in a Customer Service role to drive positive outcomes for both customers and the organization. Excited to contribute expertise in customer service leadership to a dynamic team focused on delivering top-notch service and building lasting relationships with clients.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
New Mexico Gas Company
06.2024 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed multiple communication channels, by phone ensuring timely responses.
- Collaborated with team members to streamline processes and improve service delivery.
- Assisted in service protocols and new system changes.
Customer Service Representative Level 2
PNM Recources
02.2023 - 04.2024
- Resolved customer billing inquiries efficiently.
- Resolved customer complaints and issues in a timely manner
- Facilitated excellent support for customer needs.
- Developed financial forecasts and simplified intricate financial details.
- Used multiple databases to create a compound solution for customers.
Customer Service Specialist
Lowes
09.2021 - 08.2022
- Facilitated effective client account management and support.
- Addressed and solved technical inquiries.
- Fostered enduring relationships with clients leading to increased satisfaction.
- Handled online order reception, charge calculation, and payment processing.
Education
High School -
Atrisco Heritage Academy
05.2020
Skills
- Excellent communication skills
- Strong problem-solving abilities
- Ability to handle difficult customers with professionalism
- Proficient in CRM software and customer support tools Understands excel and how to communicate professionally through email
Accomplishments
Fluent in english and spanish
Recommendation letters from previous professions
and a good work history at my current position
Graduated early from new hire training & began on the phone and main call center per previous work history at PNM.
Certification
Certified in Basic new hire training
Certified in Legacy Banner and Hansen CIS
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
New Mexico Gas Company
06.2024 - Current
Customer Service Representative Level 2
PNM Recources
02.2023 - 04.2024
Customer Service Specialist
Lowes
09.2021 - 08.2022
High School -
Atrisco Heritage Academy