John Pena Moreno
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
I have been awarded 3 times as one of the top performers, this represents 1% of the whole operation due to outstanding customer service provided plus great customer satisfaction surveys
I have been one of the subject matter experts in the operation that I serve for more than a year
Several times members had call in asking to speak with me because they are aware that I will not leave them until we found the best resolution utilizing all possible resources
Overview
16
16
years of professional experience
Work History
Agent Services Representative
Teleperformance
03.2019 - Current
- Delivered world-class customer service to internal and external customers.
- Achieved established monthly goals.
- Enhanced customer satisfaction by addressing and resolving inquiries in a timely manner.
- Streamlined communication processes for increased efficiency within the agent services team.
- Delivered exceptional customer service through active listening and problem-solving techniques.
- Maintained accurate records of agent interactions, enabling data-driven decision-making processes within the department.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Security Assistant
Omnitempus
07.2017 - 04.2018
- Enhanced security measures by implementing access control systems and surveillance equipment.
- Reduced risk of security breaches by conducting regular audits and assessments of security protocols.
- Assisted in the development of emergency response plans for various scenarios, ensuring staff preparedness and safety.
- Collaborated with law enforcement agencies to share information and improve overall security efforts.
- Provided exceptional customer service by promptly addressing visitor inquiries while maintaining a secure environment.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Monitored CCTV cameras and alarm systems for security breaches.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Issued access cards to authorized personnel to monitor access points.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Investigated suspicious activities and persons to maintain security of premises.
- Examined doors, windows and gates to verify security.
- Wrote detailed reports of all security breaches and investigations.
Security Assistant
Bavaria
07.2007 - 07.2012
- Enhanced security measures by implementing access control systems and surveillance equipment.
- Reduced risk of security breaches by conducting regular audits and assessments of security protocols.
- Assisted in the development of emergency response plans for various scenarios, ensuring staff preparedness and safety.
- Collaborated with law enforcement agencies to share information and improve overall security efforts.
- Provided exceptional customer service by promptly addressing visitor inquiries while maintaining a secure environment.
- Streamlined communication between security team members, resulting in improved coordination during critical incidents.
- Maintained detailed records of daily activities, incidents, and other relevant information for accurate reporting and analysis.
- Conducted thorough background checks on potential employees to maintain a safe working environment for all staff members.
- Patrolled assigned areas regularly to detect and deter any suspicious activity or unauthorized personnel on the premises.
- Evaluated existing security infrastructure for vulnerabilities, recommending upgrades or enhancements when necessary.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Monitored CCTV cameras and alarm systems for security breaches.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Investigated suspicious activities and persons to maintain security of premises.
- Examined doors, windows and gates to verify security.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Responded quickly to emergency situations to assess and deflect issues.
- Wrote detailed reports of all security breaches and investigations.
- Inspected and adjusted security systems, equipment and machinery to maximize coverage of parking lots and building interior and exterior.
Education
No Degree - Fast And Accurate Typing
Typing Course
Udemy10.2023
No Degree - English Intermediate
Centro Colombo Americano
Bogotá - Colombia12.2003
High School Diploma -
COLEGIO DISTRITAL LA AURORA
Bogotá - Colombia11.1996
Skills
- Multitasking capabilities
- Task prioritization
- Conflict resolution
- Relationship building
- Customer service orientation
- Empathy and understanding
- Analytical thinking
- Goal setting
- Problem-solving abilities
- Active listening
- Complaint handling
- Complaint Resolution
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Agent Services Representative
Teleperformance
03.2019 - Current
Security Assistant
Omnitempus
07.2017 - 04.2018
Security Assistant
Bavaria
07.2007 - 07.2012
No Degree - Fast And Accurate Typing
Typing Course
No Degree - English Intermediate
Centro Colombo Americano
High School Diploma -
COLEGIO DISTRITAL LA AURORA
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