Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Elva Pena

Los Angeles

Summary

Detail-oriented, team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Brody Pennell Heating And Air
09.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.

Project Assistant

ROGMA Construction
10.2013 - 06.2017
  • Lead in handling estimates and insurance certificates for all projects
  • In charge of all scheduling throughout the entire process from a potential job site to an official end date of every awarded project
  • Completed multiple tasks simultaneously to optimize project completion.
  • Handled administrative duties, filing, answering phones and errands.
  • Provided assistance with preparation of project-related reports and presentations
  • Performed work according to project schedules and established quality standards.
  • Created and updated records and files to maintain document compliance.
  • Worked with senior leadership to complete complex projects on time and under-budget.

Education

John Marshall High School
Los Angeles, CA

Skills

  • Bilingual in Spanish and English
  • Project Assistance
  • Database Entry
  • Telephone Etiquette

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Representative

Brody Pennell Heating And Air
09.2023 - Current

Project Assistant

ROGMA Construction
10.2013 - 06.2017

John Marshall High School

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Elva Pena