Experienced professional offering over 20 years working in retail and customer service industry. Focused and enthusiastic with strong background building strong and successful teams and creating positive working environments.
Hi, I’m
Crystal Pannell
Associate Director of External Partnership Operations
Fredericksburg,VA
Summary
Overview
20
years of professional experience
Work History
Thriveworks Counseling And CoachingFredericksburg, VA
Customer Service Enrollment Specialist
12.2019 - Current
Job overview
- Handled new enrollments by entering customers' data and reviewing information.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
- Prepared reports on enrollment statistics and discussed how to improve enrollment procedures during team meetings.
- Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
Self Employed (Mary Kay)Lynchburg-Fredericksburg, VA
Independent Beauty Consultant
01.2012 - Current
Job overview
- Personable Independent Beauty Consultant with 10+ years of experience independently selling skin care and color cosmetics. Capable of performing makeovers and demonstrations. Persuasive and self disciplined to work without management
- Upsold additional products and services to increase sales numbers
- Checked product levels and replenished stock whenever merchandise ran low
- Helped customers feel relaxed and comfortable with process
- Demonstrated makeup techniques and suggested products that met clients' needs
- Provided clients with personalized skincare recommendations to support maintenance of healthy skin
- Employed variety of cosmetics to produce fresh looks, enhance facial features and manage skin tone
- Scheduled onsite and offsite makeup appointments for clientele
LoftLynchburg-Fredericksburg, VA
Sales Associate
12.2016 - 12.2019
Job overview
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Accepted delivered packages, verified products and checked delivery totals to keep system records current and accurate
- Managed inventory storage in clean and organized fashion
- Stayed current on available products, store promotions and customer service policies to better assist with any need
Generation SolutionsLynchburg, VA
Client Service Coordinator
06.2012 - 05.2013
Job overview
- Developed ability to work in a fast-paced atmosphere
- Maintained excellent customer relations and developed customer rapport
- Resolved customers complaints on as-needed basis
- Ability to follow instructions well and make decisions with no supervision
- Maintained all record-keeping procedures
- Delegated responsibilities to employees to meet company's expectations
- Effectively developed telephone communication skills and consistently met quotas
- Trainer for all incoming staff
Valley Compounding PharmacyLynchburg, VA
Marketing Director
01.2009 - 01.2012
Job overview
- Maintained in-depth understanding of company products and customer buying preferences
- Developed and implemented marketing and communications plans for our compounding pharmacy
- Prepared and executed outreach events with over 500 guests in attendance
- Improved business direction by prioritizing customers and implementing changes based on collected feedback
- Completed bi-weekly payroll for company employees, including calculating taxes, vacation and sick time
- Organized budget documentation and tracked expenses to maintain tight business controls
Macy'sLynchburg, VA
Lancôme Beauty Advisor
12.2008 - 05.2010
Job overview
- Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross-contamination
- Helped clients achieve desired looks for routine wear and special events by crafting ideal makeup strategies
- Upsold additional products and services to increase sales numbers
- Arranged merchandise to present visually appealing displays that drive sales
- Completed purchases and processed payments
- Performed full makeup applications to 50 clients per week
Wachovia BankLynchburg, VA
Teller
01.2006 - 01.2009
Job overview
- Upheld strict financial controls by keeping funds secure and accurately transferring monies
- Executed wire transfers, stop payments and account transfers
- Performed customer transactions for money orders, cashiers checks, deposits and withdrawals
- Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse
Foot Action USALynchburg, VA.
Assistant Manager
09.2004 - 12.2006
Job overview
- Trained team members in successful strategies to meet operational and sales targets
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Monitored employee performance and developed improvement plans
- Coached team on effective upselling and cross-selling methods
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
Best BuyLynchburg, VA.
Customer Service Senior
11.2003 - 09.2004
Job overview
- Counted cash in register drawer at beginning and end of shift
- Monitored self-checkout systems and provided assistance or intervention where required
- Maintained current knowledge of store promotions and highlighted sales to customers
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Prepared and submitted end-of-shift reports and prepared bank deposits
AeropostaleLynchburg, VA
Part Time Assistant Manager
04.2003 - 05.2005
Job overview
- Coached team on effective upselling and cross-selling methods
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Established and optimized schedules to keep coverage and service in line with forecasted demands
Education
Liberty UniversityLynchburg, VA
Bachelor of Science from Health Promotions, Sociology
05.2008
University Overview
- Graduated with 2.44 GPA
- Awarded Division I Big South Champions 2002 for Collegiate Softball
- Majored in Health Promotions CHES track
- Minored in Sociology
Courtland High SchoolFredericksburg, VA
High School Diploma
06.2001
University Overview
GPA: 3.5
- Elected to President for Key Club in 2001
- Elected to Vice President for DECA in 2000-2001
- Member of Fellowship of Christian Athletes 1998-2001
- Member of Future Business Leaders of America 2000-2001
- Graduated in Top 20% of Class
- Elected Captain of Varsity Volleyball 2001
- Elected Captain of Varsity Softball 2001
Skills
- Key decision making
- Customer Service
- Human Resources
- Sales expertise
- Operations management
- Scheduling
- Branding
- Communications management
- Market planning and execution
- Reporting and documentation
- Sale expertise
- Team leadership
Accomplishments
Accomplishments
- Graduate of Leadership Lynchburg with the Lynchburg Chamber of Commerce (2011)
- Top 1% of Mary Kay as a Sales Director and leader of 50+ women
- Promoted to Key Holder after only 3 months of employment with American Eagle (2002)
References
References
Blonnell McIntosh
Business Mentor
252-210-3400
bmcintosh@primelending.com
Rachel Caskey
Former Store Manager
434-209-7093
Racheland2@aol.com
Timeline
Customer Service Enrollment Specialist
Thriveworks Counseling And Coaching
12.2019 - Current
Sales Associate
Loft
12.2016 - 12.2019
Client Service Coordinator
Generation Solutions
06.2012 - 05.2013
Independent Beauty Consultant
Self Employed (Mary Kay)
01.2012 - Current
Marketing Director
Valley Compounding Pharmacy
01.2009 - 01.2012
Lancôme Beauty Advisor
Macy's
12.2008 - 05.2010
Teller
Wachovia Bank
01.2006 - 01.2009
Assistant Manager
Foot Action USA
09.2004 - 12.2006
Customer Service Senior
Best Buy
11.2003 - 09.2004
Part Time Assistant Manager
Aeropostale
04.2003 - 05.2005
Liberty University
Bachelor of Science from Health Promotions, Sociology
Courtland High School
High School Diploma