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
Los Angeles, CA
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
1328 Willow St Los Angeles, CA 90013
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, CASkills
- 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