Eddie Peña Jr.
Phoenix
Summary
Dedicated and customer-focused professional with twenty five years of experience in delivering exceptional customer service and support. Seeking a position to utilize my strong communication and problem-solving skills to enhance customer satisfaction and contribute to the success of the organization.
Overview
23
23
years of professional experience
Work History
Associate Care Center Representitive
UNFI, United Natural Foods
Lincoln
04.2023 - 02.2025
- Collaborated with team members to streamline operations and improve efficiency.
- Processed orders accurately and efficiently using company software systems.
- Assisted in problem resolution to address customer inquiries and issues promptly.
- Consistently met daily performance goals set by management team members.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Processed customer orders and collected payment information.
- Escalated unresolved issues to appropriate departments for further investigation.
Customer Care Representative
McKesson Pharmaceutical
08.2015 - 09.2023
- Provide exemplary customer service by promptly and courteously addressing inquiries, concerns, and requests via phone, email, and chat.
- Process customer orders, ensuring accuracy and compliance with company policies and procedures.
- Develop and maintain a strong understanding of McKesson's pharmaceutical products, including their uses, benefits, and special handling requirements.
- Provide product information and recommendations as needed.
- Verify product availability and delivery timelines, and communicate any potential delays to customers.
- Ensure compliance with pharmaceutical regulations, including record-keeping and documentation of customer interactions.
- Maintain confidentiality and adhere to privacy standards when handling sensitive customer information.
- Collaborate with cross-functional teams to resolve complex customer problems and escalations.
- Identify opportunities for process improvement and contribute to team training and development initiatives.
- Consistently achieve or exceed key performance indicators (KPIs) related to customer satisfaction and response times.
Service Center Coordinator
Colliers International
07.2012 - 07.2015
- Assisted tenants by demonstrating product knowledge and troubleshooting issues.
- Acted as a point of contact between tenants and internal departments, ensuring efficient problem resolution.
- Handle tenant complaints and concerns with patience and professionalism, turning negative experiences into positive ones.
- Distribute service work orders and dispatch necessary maintenance resources and contractors/vendors.
- Maintained accurate and organized records of tenant interactions/contacts and reported feedback to management.
- Participated in team meetings and training sessions to stay updated on operational changes and best practices.
Advanced Technical Support Representative
Dish Network
05.2008 - 06.2012
- Provide advanced technical support to customers or internal teams, diagnosing and resolving complex technical issues.
- Document all customer interactions, including troubleshooting steps and solutions, in a clear and organized manner.
- Provide regular reports on recurring technical issues and suggest improvements or solutions.
- Maintain high standards of customer service by adhering to company policies and procedures.
- Participate in quality assurance and performance evaluation programs.
- Ensure customer satisfaction by providing timely and effective solutions to technical issues.
- Collect feedback from customers and use it to improve service quality.
- Adhere to data protection and security guidelines, ensuring customer data confidentiality.
- Analyze and troubleshoot hardware, software, network, or system problems to identify root causes.
HR Help Desk Representative
EMCOR
01.2002 - 04.2008
- Respond promptly and professionally to employee inquiries and requests via various communication channels, including phone, email, chat, or a ticketing system.
- Assist employees with general HR-related questions, such as benefits, policies, procedures, and company programs.
- Explain and provide information about employee benefits packages, including health insurance, retirement plans, and other perks.
- Assist employees with benefits enrollment, changes, and inquiries.
- Interpret and explain company HR policies, procedures, and guidelines to employees, ensuring they understand and comply with them.
- Help employees navigate HR systems and self-service portals for tasks such as updating personal information, accessing pay stubs, or requesting time off.
- Ensure data accuracy and confidentiality when handling employee records.
Education
High School - Law
South Mountain High School
Phoenix, AZ06-1994
Some College (No Degree) - Electrical Engineering
ITT Tech
Phoenix, AZSkills
- Exceptional communication skills
- Strong problem-solving abilities
- Conflict resolution abilities
- Proficient in customer support software
- Proficient in CRM systems
- Empathetic listener
- Patient listener
- Ability to work in a fast-paced environment
- Ability to work in a dynamic environment
- Time management skills
- Organizational skills
- Adaptability
- Willingness to learn
- Willingness to adapt to new technologies
- Willingness to adapt to new processes
Referrals
Referrals upon request
Timeline
Associate Care Center Representitive
UNFI, United Natural Foods
04.2023 - 02.2025
Customer Care Representative
McKesson Pharmaceutical
08.2015 - 09.2023
Service Center Coordinator
Colliers International
07.2012 - 07.2015
Advanced Technical Support Representative
Dish Network
05.2008 - 06.2012
HR Help Desk Representative
EMCOR
01.2002 - 04.2008
High School - Law
South Mountain High School
Some College (No Degree) - Electrical Engineering
ITT Tech
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