Christian Peña
Zealous customer advocate with a well-balanced set of management, sales and technical expertise. Garnered multiple leadership, collaborative and individual contribution experiences with customers, external vendors and internal stakeholders by holding various positions with a wide range of responsibilities.
Work Experience
Fulfillment Associate (Seasonal), July 2020 ~ Oct 2020
The Home Depot
- Responsible for picking, packaging and staging omnichannel (BOPIS, Ship to Store, Will-Call) orders for a high-volume retail home improvement store within a 2-hour SLA
- Proactively engaged with customers on the sales floor to assist with locating products, loading merchandise, product recommendations and DIY/home improvement expertise
- Completed Safety Courses for various mechanized lift equipment and proper lifting practices
- Experienced preparing products for shipment, wrapping items onto pallets and securing odd sized items (lumber, building materials) onto trucks.
- Quickly gained familiarity with product location and store layout to efficiently work orders and assist customers
- Replenished products on shelves, corrected inventory counts and resolve out of stock orders with customers
Owner, 2017 ~ April, 2020
CP Carpentry, LLC
- Managed marketing, customer relations, finance and all day to day operations of business
- Identified target customers and launched brand with social media marketing strategy to drive sales
- Forged strategic relationships with local businesses to sell my products and increase brand awareness
VoIP Product Manager, Jan 2012 ~ Dec 2017
Windstream formerly EarthLink Business
- Responsible for management of Voice over IP telecom product lines with over $750M in revenue
- Duties include delivering business cases for investments, define product requirements and roadmap, manage customer relationship, prepare marketing collateral, deliver product training and track project initiatives
- Created business plan and led team of 65+ employees to enable online ordering and automated provisioning. Reduced quote to cash by 15 days and increased sales by $5M during the first year
Engineering Tiger Team, Jan 2011 ~ Dec 2012
EarthLink Business
- Member of tactical team created to quickly solve mission critical issues
- Identified bug in provisioning application responsible for hundreds of failed customer installs
- Established new escalation processes providing tier 1 repair access to higher tiers of support
- Implemented one-touch-provisioning allowing techs to complete service installations autonomously
Network Operation Center Manager, Jan 2010 ~ Dec 2011
EarthLink Business
- Managed team of 5 Engineers and tracked KPIs for reporting to senior management
- Effectively triaged work load, employee scheduling and change management
- Collaborated with other managers to define company-wide processes and improve efficiency
Network Engineer, Jan 2005 ~ Dec 2010
STS Telecom
- Lead engineer supporting network with over 8,000 broadband circuits and 30,000 voice lines
- Worked directly with customers and served 24/7 as highest-level escalation point before CTO
- Participated in the deployment, maintenance and troubleshooting of core network elements
Education
Pragmatic Marketing 2015 ~ 2015
Practical Product Manager (PMC-V)
Miami-Dade College. 2002 ~ 2004
Associate’s Degree, Computer Science
