Lázaro Peña Manso

Experience

• 

  Ingenious Americas

  Feb 2020 - Jun 2020

  Billing agent

  Billing Assistant• Answered customer invoice questions and resolved issues discovered during invoicing and collection process.• Established, enforced, and optimized billing procedures to streamline operations and minimize aging balances.• Revised orders, finalized invoices, and created billing logs.

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  Alorica

  Sept 2020 - Apr 2021

  Call Center Customer Service Representative

  CSR amazon.com and amazon.ca• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.• Fielded customer complaints and queries, fast-tracking them for problemresolution.•Asked probing questions to determine service needs and accurately input information into electronic systems.

• 

  Tata Consultancy Services

  Apr 2021 - Jul 2021

  Helpdeskansat

  Help Desk Support Specialist for Tata Consultancy in Dollar Financial Group• Supported customers with password resets and account customization.• Determined product deficiencies by reviewing various aspects such as safety, effectiveness, and appearance.• Fielded help desk customer questions and fulfilled requests. Collaborated with customer service and sales colleagues to resolve issues

• 

  Gilson Software Solutions

  Jul 2021 - Apr 2022

  Team Leader

  • Offer constructive criticism regarding quality assurance on team phone calls.• Direct and supervise staff performance.• Establish, enforce and optimize departmental procedures and goals to optimize team performance and productivity.• Wrote and submitted reports.

• 

  Wunderman Thompson MSC

  Apr 2022 - Jul 2024

  Project manager
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  Hogarth

  Jul 2024 - now

  Project Manager