Daunessy Penn
Baltimore,MD
Summary
Experienced professional focused on meeting or exceeding objectives seeking Customer Service Specialist position. Offers advanced training and knowledge of industry best practices. Recognized for leadership, planning abilities and clear, direct communication style.
Overview
44
44
years of professional experience
Work History
Affiliations, Dauphin County Democrats, AFSCME
01.2013 - Current
NAACP, Community Service
01.2012 - Current
Online Account Manager
Global Consulting Agency LLC
Harrisburg, PA
09.2010 - 05.2022
- Served as an liaison between online consumers and owner
- Ensured vendor documentation were correct and paid out invoices
- Prepared online and paper statements
- Processed applications of future clients
- Increased client retention by 33%
- Managed 10 high ticket accountd
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Authorized Retailer, Business Consultant
AT&T
Edgewood, Maryland
08.2016 - 02.2020
- Provided personalized business consulting and overhauled services to strengthen client success.
- Investigated cost effective outlets to devise strategic initiatives improving operational structures, policies and management systems.
- Developed and deployed employee incentive project while minimizing business interruption and enhancing financial operations.
Administrator
True Vine INC
Harrisburg, PA
04.2012 - 05.2015
- Managed intake documentation
- Processed applications received
- Liaison between tenants/employees and site director
- Managed day to scheduling
- Processed monthly payments from intakes
- Prepared legal documentation for IRS
- Kept 501c3 credentials updated
- Assisted in the structural redevelopment of program
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Computerized office activities, maintained customer communications and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Collected, validated and distributed information to employees.
Organizer
Dauphin County Democrat
Harrisburg, PA
01.2012 - 01.2015
- Participated in strategy development and planning to grow organizing program and advance campaigns.
- Identified community organizations and leaders to establish and nurture relationships to help build awareness and win reforms for public.
- Fostered collaborative efforts to schedule, host and facilitate events and identify further opportunities to reach members of community.
- Discovered opportunities to gain deeper insight into creating efficient and streamlined processes.
- Wrote e-mails, promoted events via social media and drafted phone scripts to recruit volunteers.
- Operated outreach office to recruit and lead team of canvassers to fundraise for important issues.
- Generated reports to evaluate program success and make modifications.
Loan Counselor
PHEAA/AES
Harrisburg, PA
01.2012 - 01.2014
- Maintained a 93% quality rating for closing calls
- Inbound Call Center assisting borrowers with the repayment of loans
- Handled special IRS clearance calls
- Assisted in the upgrade of quality assurance system
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
Social Media Content Manager
Posh Boutique/ Cinnamon Kiss Cafe
Steelton, Pa
01.2011 - 01.2012
- Monitored and managed all online accounts, i.e
- Payroll, POS, social media, business accounts, etc
- Processed online payments
- Developed efficient ways increase online business by 12% through strategic ad targeted marketing and trusted brand development
- Increased customer engagement through social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
Organizer
P.U.S.H
Harrisburg, PA
- Identified community organizations and leaders to establish and nurture relationships to help build awareness and win reforms for public.
- Participated in strategy development and planning to grow organizing program and advance campaigns.
- Fostered collaborative efforts to schedule, host and facilitate events and identify further opportunities to reach members of community.
- Discovered opportunities to gain deeper insight into creating efficient and streamlined processes.
Board Member
Harrisburg School District
Harrisburg, Pa
- Served as advocate and ambassador for organization by fully engaging, identifying and securing resources and partnerships to advance mission.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Researched potential local, regional and national funders and assisted in relationship building.
- Monitored operational activities to ascertain effectiveness of results and which areas could use better oversight.
- Offered expertise on employee and business development plans to enhance implementation and routine oversight.
Education
Associates - Communication Studies
University Of Maryland
High School Diploma - undefined
Harrisburg High School
Skills
- Program Reviews
- Educational Enrichment
- Networking Events
- Sales Records Management
- Customer Complaint Resolution
- Team Recruiting and Onboarding
- Customer Profiling
Commissioned Notary Public
Commissioned for State of Maryland representing Baltimore City, commission number 03302026.
Timeline
Authorized Retailer, Business Consultant
AT&T
08.2016 - 02.2020
Affiliations, Dauphin County Democrats, AFSCME
01.2013 - Current
Administrator
True Vine INC
04.2012 - 05.2015
NAACP, Community Service
01.2012 - Current
Organizer
Dauphin County Democrat
01.2012 - 01.2015
Loan Counselor
PHEAA/AES
01.2012 - 01.2014
Social Media Content Manager
Posh Boutique/ Cinnamon Kiss Cafe
01.2011 - 01.2012
Online Account Manager
Global Consulting Agency LLC
09.2010 - 05.2022
Organizer
P.U.S.H
Board Member
Harrisburg School District
Associates - Communication Studies
University Of Maryland
High School Diploma - undefined
Harrisburg High School
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