Summary
Overview
Work History
Education
Skills
Timeline
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Eric Penrose

Ypsilanti,MI

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

20
20
years of professional experience

Work History

Bookseller

Barnes & Noble
Ann Arbor, MI
11.2023 - Current
  • Enhanced customer satisfaction by providing personalized book recommendations based on individual preferences.
  • Increased store revenue by effectively managing inventory and promoting special offers and discounts.
  • Supported a positive work environment by collaborating with team members to achieve collective goals.
  • Assisted customers in locating desired titles, resulting in repeat business and positive feedback.

Operations Technician- Community Enrichment/Accreditation Coordinator

Washtenaw Community College
Ann Arbor, MI
11.2017 - 06.2023
  • Coordinated with vendors on invoice management and resolving outstanding issues.
  • Reviewed reports for anticipated numbers, identified variances and made corrections.
  • Prepared operating procedure documentation for team use and trained new personnel in best practices.
  • Researched database failures and collaborated with operations team to resolve problems.
  • Improved team output by improving processes to eliminate operational bottlenecks.
  • Reviewed processing errors and helped track down root causes.

Financial Aid Technician

Washtenaw Community College
Ann Arbor, MI
01.2016 - 11.2017
  • Assisted students in understanding their financial aid options by providing comprehensive counseling and guidance sessions.
  • Maintained compliance with federal, state, and institutional regulations by staying current on policy updates and proactively updating procedures.
  • Enhanced student satisfaction with the financial aid process by providing timely responses to inquiries and addressing concerns effectively.
  • Managed a high volume of financial aid applications, ensuring accurate awarding and prompt distribution of funds.

Student Assistant

Eastern Michigan University Financial Aid Office
05.2014 - 12.2015
  • Interacted with customers by phone, email or in-person to provide information.
  • Interacted respectfully with others to offer ideas, identify issues and provide assistance.
  • Gained operational knowledge and supported departmental needs.
  • Greeted incoming office visitors, answered questions and directed individuals to office locations.
  • Helped with administrative support by managing incoming calls, coordinating files, and sorting mail.

Sales Associate

Follett Higher Education Group - EMU
08.2014 - 09.2015
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.

Aquatics Specialist

PETCO
Ann Arbor, MI
01.2012 - 08.2013
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Enhanced cleanliness standards by consistently maintaining a well-organized and sanitized work environment per industry standards.

Store Manager

Middle Earth Gifts
08.2006 - 05.2011
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted with hiring, training and mentoring new staff members
  • Reconciled daily sales transactions to balance and log day-to-day revenue

Assistant Manager

Pier 1 Imports
Dearborn, MI
05.2005 - 08.2006
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

Education

Bachelor of Arts - Spanish Language/Grammar; Sec. Teaching Principles

Eastern Michigan University
Ypsilanti, MI
04.2016

Associate of Arts - Secondary Education

Washtenaw Community College
Ann Arbor, MI
05.2012

Skills

  • Operation Records Maintenance
  • Customer Experience
  • Data Collection
  • Operating Budget
  • Teamwork Skills
  • Customer Relations
  • Advanced Excel Spreadsheet Functions
  • Special Projects
  • Recordkeeping Accuracy
  • Accounts Payable and Accounts Receivable
  • Organizational Systems

Timeline

Bookseller

Barnes & Noble
11.2023 - Current

Operations Technician- Community Enrichment/Accreditation Coordinator

Washtenaw Community College
11.2017 - 06.2023

Financial Aid Technician

Washtenaw Community College
01.2016 - 11.2017

Sales Associate

Follett Higher Education Group - EMU
08.2014 - 09.2015

Student Assistant

Eastern Michigan University Financial Aid Office
05.2014 - 12.2015

Aquatics Specialist

PETCO
01.2012 - 08.2013

Store Manager

Middle Earth Gifts
08.2006 - 05.2011

Assistant Manager

Pier 1 Imports
05.2005 - 08.2006

Bachelor of Arts - Spanish Language/Grammar; Sec. Teaching Principles

Eastern Michigan University

Associate of Arts - Secondary Education

Washtenaw Community College

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Eric Penrose