Alfredo Pena
Customer Service Specialist · Joimax Inc.
Tustin, CA
In My Own Words
Experienced Customer Service Representative, Instructional Assistant, Salesperson, and Creative Visionary.
Work Experience
Customer Service Specialist
Joimax Inc.2020 – Present
- Draft Rental, Trial, Service and Product Placement Agreements for new and existing customers by analyzing cost of capital equipment quotes and sales history. - Serve as Faculty KOL for over 25 Surgeons; maintain all HPC agreements and make necessary changes; drafting contract addendums and termination letters. - Assist Marketing by providing administrative support at on-site & off-site company labs. - Configure and build Insightly CRM database to provide valuable customer information such as sales and quote history to both Sales and Clinical Teams. - Increased Service and Repair revenue by 167% by drafting preventative maintenance quotes and following up quarterly with Service Technicians. - Integrate and customize data primarily using Lead commerce, QuickBooks, Excel, and Google Sheets to support both sales analysis & reporting.
Counseling Assistant
Rancho Santiago Community College District2015 – 2020
- Received visitors at the front desk by greeting, welcoming, directing and announcing them appropriately. - Answered a multiple line phone system, managed calls by routing them to the proper extensions or taking messages and delivering them. - Presented comprehensive information about all services offered at CEC and those offered districtwide. - Carried out administrative duties such as filing, copying, binding, scanning, etc. - Scheduled student appointments, recorded placement test scores, and resolved student log in issues via SARS Grid.
Customer Service Representative
Joimax Inc.2018 – 2020
- Processed purchase orders and communicated estimated delivery dates to buyers. - Drafted quotes for Joimax instruments, devices, and replacements. - Assisted Customer Service Lead with opening/closing of RMA complaint forms and processed No-Charge warranty claim sales orders. - Maintained accurate records for over 800 customers by collecting all necessary new customer on boarding documents (Tax certificates, W9, Account Info Forms, and COI).
Community Relations Representative
Irvine Company2018 – 2018
- Processed resident applications, lease documents, and related paperwork as needed. - Assisted residents with the move-in and move-out process. - Completed and submitted Final Account Statements (FAS) and reviewed it thoroughly with each resident. - Toured prospective clients around the property and answered community related questions. - Ensured all resident information regarding resident concerns was logged correctly in OneSite. - Acted as CRR floater and provided support to 3 Irvine Company Properties (Park West, Parkwood, and Rancho San Joaquin).
Customer Service Representative
Nihon Kohden America2014 – 2018
- Answered 65 inbound customer calls per day and assisted customers with product pricing, order status, returns, and warranty requests. - De-escalated problematic customer concerns by maintaining a calm and friendly demeanor. - Processed and managed $600,000 worth of supply orders per month and $6 Million annually via SAP. - Coordinated RMA’s with Customer Service Supervisor for the return of defective and warranty items. - Worked closely with Technical Support (Patient Monitoring/Neurology) to collect all necessary customer information to send loaner/replacement equipment. - Partnered with the Capital Sales department to process consignment requests for Sales Executives.