Ernest Pena
- Role
- Customer Service Operations Manager at Chewy
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Ernest Pena
Contact Center Manager | Project Management | Training | Risk Management Operations |…
Experience
Customer Service Operations Manager
Oct 2020 — Present
Created a winning culture of development and continuous improvement – coached, trained, mentored, and developed leaders to increase overall performance and team engagement – resulted in high performing teams that are truly engaged with our Chewy pet parents and promotions of Team Managers to Operations Manager • Managed a staff of 75+ representatives and 4+Team Managers leading all day-to-day operations, including overall production, facilitated workflow for cross trained representatives, payroll management, and forecasted department goals for inbound/email/chat teams • Led department through operational changes, which created operational efficiencies, and improved employee engagement across all teams • Consistently exceeds monthly department goals and ranked within the top 5 teams on the Top Dog Report for the last 13 months
Education
Western Governors University
Bachelor's degree, Business Management
Skyline High School
Computer Science
2000 — 2004
Skills
- Project Management
- Time Management
- Training
- Customer Satisfaction
- Hospitality
- Marketing
- Tourism
- Hotels
- Negotiation
- Microsoft Excel
- Teamwork
- Event Management
- Microsoft Word
- Powerpoint
- Restaurants
- Team Building
- Process Scheduler
- Hospitality Management
- Budgets
- Sales
- Team Leadership
- Customer Service
- Microsoft Office
- Sales Management
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