Jay Panka
Newton Falls,OH
Summary
Results-driven individual with a solid track record in delivering quality work. Known for teamwork abilities, with a commitment to achieving company goals, and delivering exceptional service. Passionate about continuous learning and professional development.
Proven leader in retail, recognized for enhancing customer satisfaction and driving sales growth. Strong background in cross-department collaboration and effective communication, ready to leverage expertise to optimize team performance and elevate customer experiences.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Key Carrying Apparel Lead
Dick's Sporting Goods
Strongsville, Ohio
02.2016 - 04.2025
- Led apparel team in delivering exceptional customer service and optimizing the overall customer experience
- Enhanced high morale, and motivated team members.
- Provided hands-on teaching, coaching, and training to employees, as well as new hires, on sales techniques, company policies, and procedures.
- Organized daily team huddles and delegated daily tasks to team members.
- Monitored employee productivity and provided constructive feedback and coaching.
- Resolved customer inquiries and complaints effectively and promptly.
- Managed all areas of the store's visual presentation; ensured that mannequins, fixtures, signage and floor layouts were properly displayed at all times.
- Tracked sales metrics to optimize sales, and enhance merchandising strategies.
- Executed seasonal floor resets.
- Aligned pricing with corporate promotions.
- Collaborated on cross-departmental projects.
- Ensured high omni percentages.
- Resolved operational challenges.
- Supervised opening and closing procedures.
- Optimized stockroom space for inventory overflow.
- Performed cycle counts and quarterly audits to maximize inventory accuracy.
- Minimized shrink by recognizing and preventing active theft.
Customer Service Specialist
Dicks Sporing Goods
Strongsville, OH
10.2012 - 02.2016
- Assisted customers with product inquiries and provided product recommendations.
- Processed customer transactions accurately using point-of-sale systems.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Educated customers on store policies, promotions, and loyalty programs.
- Implemented feedback from customers to improve service delivery and experiences.
- Maintained a high level of professionalism while interacting with customers via phone or email.
Education
High School Diploma -
Strongsville High School
Strongsville, OH06-2005
Skills
- Reliability
- Customer service
- Effective communication
- Time management
- Retail Industry Trends
- Merchandise receiving and handling
- Analytical skills
- Sales training
- Problem-solving abilities
- Conflict resolution
- Cash register operation
- Return and Exchange Handling
- Cross-department collaboration
- Team building
- Task delegation
- Employee training
- Sales tracking
- Visual merchandising
- Product presentation
- Brand awareness
- Inventory management
- Stock replenishment
- Store operations
- E-commerce management
- Money management
- Loss prevention strategies
Affiliations
- Family
- Animals
- Extreme sports
- Guitar enthusiast
- Traveling
- Restaurants
- Movies
- Music
Certification
- Silver merchandising training
- Bronze merchandising training
- Product training
- Key carrying lead
References
References available upon request.
Timeline
Key Carrying Apparel Lead
Dick's Sporting Goods
02.2016 - 04.2025
Customer Service Specialist
Dicks Sporing Goods
10.2012 - 02.2016
High School Diploma -
Strongsville High School
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