Gabriel J. Pena Email & Phone Number

Dominican Republic

As an Account Representative / Business Development professional for the Caribbean region, I am responsible for driving sales growth, managing client relationships, and identifying new business opportunities. My focus is on delivering tailored solutions that meet the unique needs of clients across diverse industries within the Caribbean market.

Telecommuter

Developed a game-changing lead management spreadsheet, boosting productivity and achieving a top-ranking position within the team, allowing for increased affiliate engagement.-Successfully orchestrated market events, fostering affiliate networking, boosting upsell conversions, and drivingbusiness growth through post-event analysis.-Held weekly one-on-ones with top affiliates from my markets identifying their needs and persuading them to sign up for other affiliate programs.-Successfully recruited and onboarded a diverse portfolio of affiliate partners, fostering strategic relationships to drive sales and brand awareness.-Collaborated with other departments, such as Compliance and Digital Marketing, to ensure alignment and integration of affiliate marketing strategies with the overall business goals.

Telecommuter

-Rapid Promotion to CX Manager: Achieved a promotion to Customer Experience (CX) Manager within 8 months, demonstrating strong leadership and management skills.-Enhanced Support Coverage: Led efforts to expand support agent headcount, ensuring 24/7 coverage to meet customer needs and improve response times.-Operational Efficiency: Successfully implemented chatbots to handle routine inquiries and outsourced level one agents through a BPO partnership, optimizing resource allocation and reducing operational costs.Cross-Functional Collaboration: Spearheaded diverse projects, such as Apps integrations and KYC-related initiatives, working closely with cross-functional teams to ensure seamless execution and compliance.-KYC Process Transformation: Introduced a new system and targeted validation tools to transform KYC processes, significantly improving verification efficiency. Reduced processing times from 3 days to mere minutes, resulting in enhanced customer satisfaction and operational agility.-Ongoing Value Delivery: Ensured the sustainability and ongoing success of implemented projects by consistently providing value as they remained operational.-Customer Satisfaction: Contributed to an increase in customer satisfaction by streamlining processes and enhancing response times, ultimately delivering a better customer experience.-Cost Savings: Implemented cost-effective solutions, such as chatbots and BPO partnerships, resulting in significant cost savings for the company.-Compliance Excellence: Maintained a strong focus on regulatory compliance, ensuring that all projects and processes adhered to industry standards and legal requirements.-Team Leadership: Provided strong leadership to support agents and cross-functional teams, fostering a collaborative and high-performing work environment.-Lead staff recruitment interviews, and quarterly assessments for my staff.

Telecommuter

Telecommuter

-Provide technical trading assistance via Phone and tickets-CFDs, Forex, Metals assistance-Trading disputes resolution

Santo Domingo, Distrito Nacional, Dominican Republic

-Streamlined Back-Office Operations: Implemented process improvements that led to greater efficiency in back-office operations, resulting in reduced turnaround times for tasks such as account processing and document handling.-Customer Service Enhancement: Collaborated with the front-office teams to enhance the overall customer experience by improving the efficiency of back-office processes, leading to faster response times and issue resolution.-Simultaneously earned my bachelor's in International Business while gaining practical experience in the Bank's International Business department, focusing on Letters of Credit, Guarantees, and related products.-Client Satisfaction: Contributed to high client satisfaction levels by ensuring timely and accurate processing of financial transactions and document handling.-Innovation: Introducing automation and digital tools to improve back-office processes, which increased operational efficiency.-Cross-Functional Collaboration: Collaborated with various departments to address and resolve complex issues, providing valuable insights and recommendations to enhance the bank's services.

Santo Domingo De Guzmán, Distrito Nacional, Dominican Republic

Bilingual customer support agentDuring my time at Teleperformance, I used to provide customer support via phone. Some of myresponsibilities were:-Provide clients with their package’s tracking information-Help raise complaints on lost or damaged shipments-I was part of the first “SPIN”- Spanish International wave that used to provide translation servicesbetween clients and FedEx customs agents

Santo Domingo, Distrito Nacional, Dominican Republic

It was a paid internship as part of my high-school graduation requirements and my responsibilities wereto deal with setting files in order, data tabulation, among others. I used to sell books in their store aswell.

Tech Sales Graduate, Sales

Bachelor'S Degree, International Business/Trade/Commerce

Activities and Societies: Swimming, trade fairs