Kevin Peña Perez

•I have a fast adaptability to new environments and have excellent analytical skills. 

• Full and hands-on involvement when helping other team members.

• Experience in current and upcoming technologies and Data Analysis tools. 

• I´m good at problem solving and thinking outside the box. 

• Solid Supervising and trainer experience 

• And I excel when presented with complex task and goals.

• Provide customer service to cruise passengers and travel agents for the leading Cruise Line in handling their accounts, request for their trips and selling addons.

 • Oversee teams of trainees in their onboarding process as a SME/Assistant trainer, successfully delivered trainings for over 50 agents in multiple waves for upskill classes. 

• As a Team Lead / Assistant supervisor I oversaw multiple teams and collaborated with supervisors on coaching agents, leading meetings and one-on-one feedback as senior agent had a positive impact on the overall metrics and performance of the agents. 

• Use of the full Office Environment, Power Bi and other CRM tools for data analysis to create and use reports in the overall optimization of multiple metrics in the department. 

• Lead and supervised a new email department assisting high level customers with their inquiries and providing fast solutions to complex concerns and problems, I restructured the templates used department wide and solved urgent cases that required a high level of involvement and skills and improved the overall performance of the team while exceeding the daily email goals. 

2013-Present College Major in Psychology Universidad Mariano Gálvez