Summary
Overview
Work History
Education
Skills
Timeline

Zach Pena

Albuquerque,NM

Summary

Seasoned professional in law enforcement recognized for high productivity and efficiency in completing tasks. Skilled in critical incident response, crime scene management, and community policing, which enhance ability to serve and protect effectively. Excel in communication, problem-solving, and leadership, ensuring positive outcomes in high-pressure situations.

Overview

6
6
years of professional experience

Work History

Police Service Aid

Albuquerque Police Department
07.2023 - Current
  • Wrote detailed arrest and accident reports.
  • Investigated illegal or suspicious activities, performing direct follow-up or reporting findings to appropriate senior personnel.
  • Maintained accurate records of activities such as arrests, searches, interviews, evidence collection and case reports.
  • Reviewed and assessed criminal prosecution information, including search warrants, citations and complaints.
  • Gathered evidence at crime scenes for further analysis by forensic experts.
  • Answered calls and complaints while providing community-oriented police services to improve and enhance quality of life community-wide.

T-Mobile Customer Service

T-Mobile
02.2023 - 03.2024
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
  • Assisted customers in navigating the company website or mobile app for self-service options when applicable.
  • Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.

Customer Service Representative

Smiths
04.2021 - 06.2022
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Developed strong customer relationships to encourage repeat business.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Sales Associate

CVS Pharmacy
01.2019 - 01.2020
  • Processed credit card transactions quickly and securely.
  • Assisted in visual merchandising, creating appealing displays that capture customer interest.
  • Maintained cleanliness of store environment including floors, windows, displays.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.

Education

Police Certificate - Justice

Albuquerque Police Academy , Albuquerque, NM
09-2024

High School Diploma -

Cibola Highschool , Albuquerque, NM
05-2022

Skills

  • Conflict de-escalation
  • Customer de-escalation
  • Verbal De-escalation techniques
  • Verbal de-escalation
  • Conflict de-escalation techniques
  • Customer conflict de-escalation
  • Complaint resolution
  • Customer service
  • Technical troubleshooting

Timeline

Police Service Aid - Albuquerque Police Department
07.2023 - Current
T-Mobile Customer Service - T-Mobile
02.2023 - 03.2024
Customer Service Representative - Smiths
04.2021 - 06.2022
Sales Associate - CVS Pharmacy
01.2019 - 01.2020
Albuquerque Police Academy - Police Certificate , Justice
Cibola Highschool - High School Diploma,

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Zach Pena