Karen Pena
Aurora
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
Patient Care Associate
BioPlus Specialty Pharmacy
Denver
04.2024 - 09.2024
- Ensured that patients receive their correct medication at the correct address on time, while maintaining all HIPAA laws.
- Communicated with patients, physicians, and payers regarding medication delivery, or delays.
- Provided necessary information to patients regarding their treatment, medication, and any other questions or concerns.
- Documented all communications and patient interactions in their medical records.
- Adjudicated patient claims and bills for co-payments during refills.
Dispatcher/Customer Service Representative
Johnson Controls
Aurora
02.2021 - 11.2023
- Monitor signals from customers' alarm systems, and respond to signals by providing accurate information to the proper authorities.
- Advise and dispatch on commercial, residential, and municipal accounts for fire, burglary, and medical alarms.
- Troubleshooting with customers' burglary devices when they experience difficulties arming/disarming, communication issues, or just need assistance with their panels in general.
Food Prep and Pack Line Team Member
Greenchef/HelloFresh
Aurora
11.2020 - 04.2021
- Responsible for accurately preparing and packing ingredients for Green Chef at-home recipe meal kits.
- Perform cold food prep (chopping, slicing, portioning).
- Delicately pack weekly recipe ingredients into a standard shipping box.
- Sticker, construct, and organize packaging materials.
- Promptly communicate all safety-related issues and concerns.
- Clean and general warehouse maintenance.
Housekeeper/Lobby Attendant
Hyatt Regency Aurora-Denver Conference Center
Aurora
02.2016 - 03.2020
- Maintained clean floors throughout property by sweeping, scrubbing and waxing.
- Used cleaning chemicals following proper guidelines.
- Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
- Reported maintenance concerns or repairs to appropriate supervisor for prompt remediation.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Responded to requests from guests regarding housekeeping needs.
- Communicated with maintenance team on damages to repair.
- Checked inventory for required supplies and made lists for needed cleaning products.
Education
GED -
Emily Griffith Technical College
Denver, CO03-2006
Skills
- Customer service
- Patient communication
- Problem solving
- Attention to detail
- Time management
- Team collaboration
- Conflict resolution
- Data entry
- Safety protocols
- Record keeping
- Basic troubleshooting
- Problem-solving abilities
- Restocking supplies
- Supporting personal needs
- Empathy and compassionate care
- Dispatching
- Cleaning
- Cash handling
- Warehouse
Accomplishments
- 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 Fire Department to the location in time to put out the fire before anyone was hurt.
- Customer Service Representative of the month(December 2022)
I was selected to be the Custo er Service Representative of the month due to my excellent customer service skills and how I handled all of my calls. In addition, I received positive feedback from various customers I helped.
Timeline
Patient Care Associate
BioPlus Specialty Pharmacy
04.2024 - 09.2024
Dispatcher/Customer Service Representative
Johnson Controls
02.2021 - 11.2023
Food Prep and Pack Line Team Member
Greenchef/HelloFresh
11.2020 - 04.2021
Housekeeper/Lobby Attendant
Hyatt Regency Aurora-Denver Conference Center
02.2016 - 03.2020
GED -
Emily Griffith Technical College