Customer Service Product Specialist

Erika Pena

***B Jackson Ave Bronx, NY ***** Cell: (917) 605-l293, E-mail: *********@*****.***,

**********@*****.***

OBJECTIVE: To obtain a challenging position where I can use my strong leadership and valuable skills in a company where there is stability and growth. Apple 08/24-present

Product Specialist (seasonal)

American Dream Mall

Rutherford, NJ

• Assisted with sales transactions, technical questions, always taking the time to curate a solution for each customer while providing outstanding customer service.

• Always assisting at the set up table making sure the customers get well acquainted with their new products, also assisted with transferring data from their old devices to their new ones. Apple 12/17-01/24

Product Specialist

W14th street New York,NY

• Assisted with sales transactions, technical questions, always taking the time to curate a solution for each customer while providing outstanding customer service.

• Mentoring peers on finding different solutions and ways to offer our products and services to our customers.

• Always showing support where ever needed, whether it is backstage or helping the genius bar with the customer’s ready for pick up orders for their repairs.

• Always assisting at the set up table making sure the customers get well acquainted with their new products, also assisted with transferring data from their old devices to their new ones.

• Participated in Apple Summer Camp helping children learn Coding and Videography using our demo Robots and iPads.

Apple 01/21- 10/21

Order Support

Retail@Home

• Leverage multiple sources and systems for information to stay current on product features, technology changes and events that impact customers.

• Processed of daily/weekly/monthly reports in an accurate and timely manner.

• Customer Outreach, via phone or email.

• Proficient in Shipment Exception Management System (SEMS)

• Systems Applications and products (SAP) experienced and Block management experienced

• Order maintenance and administration: solved delivery blocks to support order cycle targets, process order amendments, returns, replacements, credits, address change requests, evaluating and escalating Fraud orders, created shipment investigations.

• Develop creative solutions to complex customer issues & follow through to resolution.

• Ensured all activity are addressed within specified Service Level Agreements (SLAs).

• Mentoring- Implemented what I learned to teach others when they needed help with their tasks. Offered my support by training new peers and allowing them to shadow me while I take my tasks.

Apple 11/20 - 01/21

Order Support

International (EMEIA)

Retail@Home

• Processed of daily/weekly/monthly reports in an accurate and timely manner for International Customers.

• Customer Outreach, via email.

• Proficient in Shipment Exception Management System (SEMS)

• Expedited customer & departmental queries.

• Order maintenance and administration: solved delivery inquiries, address change requests, created shipment investigations. • Develop creative solutions to complex customer issues & follow through to resolution.

• Ensured all activity is addressed within specified Service Level Agreements (SLAs). Apple 08/20- 11/21

RCC CHAT

Retail@Home

• Worked in a fast-paced, performance based environment

• Acquired data from multiple and diverse sources when solving customers concerns.

• Worked with Business customer accounts as well as Personal Customer accounts providing them with the best possible solutions by asking the right questions to accurately analyzing situations.

• Assisted with sales transactions, technical questions, always taking the time to curate a solution for each customer while providing outstanding customer service. Time Warner Cable/ 07/13-04/17

Spectrum Sales Specialist

New York, NY

• Educate and engage customers through product demonstration.

• Troubleshoot, diagnose and resolve customer inquiries.

• Perform customer payment functions consistent with all cash handling.

• Place orders in (CSG) Cable Services Group system and scheduled appointments.

• Maintain strong knowledge of all products, pricing plans, promotions and services for Time Warner/Spectrum as well as competitors

• Retained customers from switching to our competitors by emphasizing on the values of the products and service.

Inbound Sales 10/12-07/13

Contact Center

College Point, NY

• Handled inbound residential customer calls, using E3 training structure with every call to maximize profit by learning customer’s needs and delivering the value of Time Warner Cable services.

• Consistent accurate data entry in (CSG) Cable Services Group system, knowledge of billing systems, (AAD)Azure Active Directory, (OMSE) Order Management System Extensions.

• Drive sales through effective knowledge and training of Time Warner Cable services.

• Made sure that every customer is satisfied with our services and treated courteously. EDUCATION

• National License and Certified Nurse(CNA)

• Borough of Manhattan Community College

• Mother Cabrini High School

SKILLS

• Making sound decisions, even in the absence of complete information. Considering all relevant factors and use appropriate decision-making criteria and principles.

• Strong organizational skills and multitasking ability.

• Problem solving skills

• Ability to learn on the fly

• Manages ambiguity

• Strong people skills, very approachable and empathetic

• Fluent in both English and Spanish

Contact this candidate