Customer Service Representative
Resume:
Karen Pena
Customer Service
***********@*****.***
Aurora, CO 80012
Work experience
Patient Care Associate
BioPlus Specialty Pharmacy - Denver, CO
April 2024 to August 2024
I answer inbound calls from patients to schedule their deliveries for their medications and may also make outbound calls to patients. I also reach out to other departments and/or any external contacts in patient's care, to further assist with patients ongoing needs.
Customer Service Representative/Dispatcher
Johnson Controls - Aurora, CO
February 2021 to November 2023
Monitor signals from customer’s alarm systems and respond to signals by providing accurate information to the proper authorities.
Advise and dispatch on commercial, residential and municipal accounts for FD, Burglary and Medical and Environmental alarms.
Answering inbound calls from customers wanting to schedule appointments with our techs, and requesting information regarding their accounts.
Troubleshooting with customers burglary devices when they experience difficulties arming/disarming, communication issues, or just need assistance with their panels in general.
Transferring calls to their designated area when needed or taking calls from other departments who do not have the authority to handle specific calls, depending on what the customer is requesting.
Food Prep and Pack Line Team Member
HelloFresh/Green Chef - Aurora, CO
November 2020 to March 2021
Responsible for accurately preparing and packing ingredients for Green Chef at-home recipe meal kits. My duties include: • Perform cold food prep (chopping, slicing, portioning) • Portion ingredients into individual food packaging • Delicately pack weekly recipe ingredients into a standard shipping box • Sticker, construct, and organize packaging materials • Follow GMP policies • Promptly communicate all safety related issues and concerns • Clean and general warehouse maintenance • Perform any and all other functions as determined by management.
Housekeeper/Lobby Attendant
Hyatt Regency Aurora-Denver Conference Center - Aurora, CO
February 2016 to March 2020
As a lobby attendant some of my duties are to maintain clean and stocked restrooms for both guests and employees, wipe down furniture and surfaces, vacuum floors, sweep and mop, clean and stock pool and fitness center.
Customer Service Representative/Call Center (rue21)
24-7 Intouch - Aurora, CO
October 2014 to January 2015
Responsibilities
Confer with customers by telephone to provide information about products or services, take or enter orders, cancel account/order or obtain details of complaints. Check to ensure appropriate changes were made per customer's request to resolve issue at hand. Refer unresolved customer grievances to designated departments for further investigation and/or actions. Resolving customer service or billing complaints by preforming transactions such as appeasements, cloning orders, refer to local store location for in-store exchange and/or refunds.
Accomplishments
As holidays are the companies busiest time of the year, we would receive an overwhelming amount of calls and would continue to stay on the top of our lists of agents who provided speedy service and customer satisfaction. I could've moved up in position if had not been laid off due to business needs after the holiday season.
Skills Used
Customer service-verbal communication-answering and making calls to customers and businesses-data entry skills-attention to detail-multi tasking
Cashier/Customer Service
Ross - Aurora, CO
April 2014 to July 2014
Responsibilities
Assisted customers with item selections, checking stockroom for items not found on sales floor, selling point of purchase items at the counter, checking both men and women's fitting rooms for proper usage, cleanliness, merchandise, etc. Made cash, check, credit/debit card transactions. Sizing each section in all departments.
Accomplishments
Unfortunately, I was not with this company for too long due to a surgery I had to undergo, so I was not able to make as big as an impact as I intended to, however, I was acknowledged the first few weeks for speedy service and doing my part on keeping the store safe for customers and employees.
Skills Used
Customer service-verbal communication-attention to detail-multi tasking-cash handling-operating digital cash register
Customer Service Representative/Call Center (Walmart.com)
24-7 Intouch - Aurora, CO
October 2013 to March 2014
Responsibilities
Managed a high-volume workload within a deadline driven environment, obtained customer info by answering inbound calls and verifying information, informed customers by explaining policy and procedures. Confer with customers by telephone to provide information about products or services, take or enter orders, cancel account/order or obtain details of complaints. Check to ensure appropriate changes were made per customer's request to resolve issue at hand. Refer unresolved customer grievances to designated departments for further investigation and/or actions. Resolving customer service or billing complaints by preforming transactions such as replacement of order or specific item(s) in order, appeasements, cloning orders, refer to local store location for in-store exchange and/or refunds.
Accomplishments
After only a week or two of being hired and being placed on the floor to start taking calls, I was able to assist in training new hires.
Skills Used
Customer service-verbal communication-answering and making calls to customers and businesses-data entry skills-attention to detail-multi tasking-empathy=able to work in deadline driven environment
Customer Service Representative/Cashier
Walmart Neighborhood Market - Aurora, CO
June 2012 to August 2012
Responsibilities
Assisted customers with item selections, checking stockroom for items not found on sales floor, selling point of purchase items at the counter, Kept front end and cash registers organized and stocked for customer convenience. Made cash, check, credit/debit card transactions. Assisted customers with exchanges and refund transactions.
Accomplishments
N/A
Skills Used
Customer service-verbal communication-attention to detail-multi tasking-cash handling-operating digital cash register-face to face customer interaction, working in overwhelming and busy environment.
Education
GED in Basic
Emily Griffith Opportunity School - Denver, CO
2005 to 2006
Awards
Hero of the Day
June 2023
A fire alarm I had dispatched to the local Fire Department turned out to be an actual fire and my quick response helped get the FD to the location in time to put out the fire before anyone was hurt.
Certifications & licenses
Driver's License
March 2022 to February 2027
Just need to update address
Additional information
20 + years of customer service experience
2 + years of management experience
Work well under pressure
Acknowledgement from employers of ability to bring out best customer service by making others needs my priority
Skills
Customer Service
Assisted customers with a variety of transactions including cash, check and credit cards
Maintained a clean and convenient shopping environment for customers
Managed approximately three to four people at a time in a retail environment and handled all customers issues
Assisted special needs children on school buses with safety belts and made sure no serious health hazards occurred.
Helped the elderly with preparing food, showering, cleaning transportation etc.
Answer inbound calls and make outbound calls if needed
Assist in placing orders online or place order
Inform and explain customers of policy and procedures for online orders
Cash Handling
Maintained all cash, credit card and check transactions made during a whole business day from $1 to $2,000 and kept accurate deposit numbers and amounts
Assisted customers with exchange/refund transactions
Counted down tills before and after shift ensuring that cash was balanced
Processed cash, check and credit card transactions
Inventory
Stocked merchandise in back and front of store
Assisted employer with inventory for whole store once a month
Made sure merchandise was stocked up for customers convenience.
Skills
Special Education
Phone etiquette
Administrative Experience
Microsoft Outlook
Cleaning Experience
Meal Preparation
Care plans
Manufacturing
Organizational Skills
Hospitality
Guest relations
Cash handling - 10+ years
Clerical experience
Pricing
Early childhood education
Order Entry
Front desk
Hotel experience
Cash register
Management
Cold Calling
Administrative experience
Developmental Disabilities Experience
Special education
Pricing
Experience working with students
Tutoring
Early Childhood Education
Microsoft Excel
Time management
Organizational skills
Order entry
Cooking
Special Needs
Restaurant experience
English
Laundry
Customer service - 10+ years
Communication skills
Experience Working With Students - 1 year
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