Danielle Pence
Berlin
Summary
Dedicated and results-driven Retail Leader with a passion for delivering exceptional service and exceeding customer expectations. Proven expertise in handling diverse customer inquiries, resolving issues, and ensuring overall satisfaction. Exceptional communication and interpersonal skills, coupled with a strong commitment to problem-solving and relationship-building. Skilled in utilizing CRM software, multi-channel support, and maintaining high service levels. Eager to contribute my customer-centric approach to a dynamic team.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader Manager
Tractor Supply Company
Berlin, WI
09.2025 - Current
- Led team in achieving operational goals and improving efficiency across multiple projects.
- Developed training programs that enhanced staff performance and reduced onboarding time.
- Streamlined communication processes, fostering collaboration among cross-functional teams.
- Implemented strategic initiatives that increased workflow productivity and reduced errors.
- Mentored junior team members, promoting professional growth and knowledge sharing.
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
- Coordinated project timelines, ensuring alignment with organizational objectives and deadlines.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
Machine Operator
IPG
Menasha, WI
11.2023 - 08.2025
- Operated machinery to ensure efficient production flow and adherence to safety standards.
- Monitored equipment performance, identifying issues for timely resolution and minimizing downtime.
- Assisted in training new operators on equipment handling and safety protocols for optimal performance.
- Conducted routine maintenance checks on machinery, improving operational efficiency and reliability.
- Collaborated with team members to streamline processes, enhancing overall productivity in the production area.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
- Operated various types of machinery, contributing to the successful completion of diverse projects.
Team Lead
Suominen
01.2022 - 01.2023
- Managed a team of 8-10 operators on a large non-woven machine, overseeing daily operations. Assessed business needs and strategically scheduled employees to ensure optimal coverage in different areas. Facilitated the training of new employees with mentors and provided coaching to existing team members to enhance overall team effectiveness. Conducted interviews and made hiring decisions, consistently assessing the team's overall strength. Ensured new hires seamlessly integrated with and complemented the existing workforce.
- Entrusted with entering daily payroll data into the ADP system, meticulously checking for overtime, vacations, and any instances of lateness or absences.
- Managed the timely entry of analytical testing data into Excel spreadsheets throughout the day to support decision-making processes.
- Maintained constant communication with various department heads, ensuring smooth operations from raw material procurement to finished product shipping and, ultimately, direct delivery to the customer.
Lead Plate Maker
IPG
01.2020 - 01.2022
- Specialized in producing security tape for major companies such as Amazon and Walmart. Crafted the printing plates used by the machines to produce the security tape. Utilized various computer programs and mathematical formulas. Ensured streamlined process, eliminating downtime.
- Advanced to the position of Head Platemaker within just six months, took charge of training others, and led a team of 12.
- Operated in a 24/7 environment with four platemakers per shift, each responsible for six differently sized machines, that required meticulous organization.
- Spearheaded the coordination of machine assignments, run schedules, and plate production targets.
Store Manager
Matthews Medical Bookstore/Froedtert Medical College
01.2015 - 01.2020
- Focused on building stronger relationships with the school's faculty. Optimized textbook ordering, ensuring the store was stocked with essential items. Initiated communication with the administration after analyzing the school's needs and exploring untapped revenue streams.
- Developed a plan to introduce a made-to-order scrub business alongside the bookstore; served Froedtert and met the needs of doctors and interns across all Milwaukee-area hospitals.
- Rewarded with the special award at the Matthews annual meeting in the first year, followed by winning Manager of the Year for the next three consecutive years.
Education
BA - Photography
UW-Oshkosh
Oshkosh, WISkills
- Customer Service
- Client Support
- Problem-Solving
- Blueprint Reading
- Multi-Channel Support
- CRM Software
- Ticketing Systems
- Technical Support
- Cross-selling & Upselling
- Relationship Building
- Quality Assurance
- Time Management
- Windows Excel & Outlook
- Customer service
- Cash management
- Store operations
- Inventory control
Certification
SDR | Marketing Analytics | SAP (Ongoing)
Timeline
Team Leader Manager
Tractor Supply Company
09.2025 - Current
Machine Operator
IPG
11.2023 - 08.2025
Team Lead
Suominen
01.2022 - 01.2023
Lead Plate Maker
IPG
01.2020 - 01.2022
Store Manager
Matthews Medical Bookstore/Froedtert Medical College
01.2015 - 01.2020
BA - Photography
UW-Oshkosh