JAY PANKA
Brunswick,OH
Summary
Customer-focused retail professional with expertise in team leadership, merchandising, inventory control, and issue resolution. Supports daily store operations through coaching, visual standards, pricing alignment, and opening and closing procedures. Drives cross-department improvements to strengthen customer experience and operational consistency.
Overview
1
1
Certification
13
13
years of professional experience
Work History
KEY CARRYING APPAREL LEAD
Dicks Sporting Goods
Strongsville, Ohio
02.2016 - 04.2025
- Led apparel team in delivering exceptional customer service and optimizing the overall customer experience
- Resolved customer inquiries and complaints effectively and promptly.
- Monitored employee productivity, delivering constructive feedback and coaching to enhance performance.
- Provided hands-on teaching, coaching, and training to employees, as well as new hires, on sales techniques, company policies, and procedures.
- 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 refine sales strategies and improve merchandising effectiveness.
- Executed seasonal floor resets.
- Aligned pricing with corporate promotions.
- Maintained high omni-channel performance by coordinating efforts across departments.
- Addressed operational challenges by identifying issues and implementing solutions.
- 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 Sporting Goods
Strongsville, OH
10.2012 - 02.2016
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- De-escalated customer concerns by maintaining a calm and friendly demeanor, ensuring resolution and customer retention.
- 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.
- Researched complex customer issues, identified solutions, and provided timely responses to enhance customer satisfaction.
- Provided assistance to customers in navigating the website, placing orders, and resolving complaints.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Implemented customer feedback to refine service delivery and enhance overall customer experience.
Education
High School Diploma -
Strongsville High School
Strongsville, OH06-2005
Some College (No Degree) - Psychology
Cuyahoga Community College
Cleveland, OHSkills
- Customer service and sales
- Sales analytics and reporting
- Product sales strategies
- Merchandising and displays
- Event coordination
- Floor resets and organization
- Inventory management
- Returns processing
- Cash register operations
- Stock replenishment
- Store operations management
- Omni-channel strategies
- Loss prevention techniques
- Problem-solving skills
- Issue resolution strategies
- Department collaboration
- Team leadership skills
- Effective communication skills
- Time management expertise
Certification
Silver merchandising training, Bronze merchandising training, Product training, Key carrying lead
INTERESTS AND ACTIVITIES
Family, Golf, Traveling, Hiking, Camping, Snow sports, Music creation, Health and Fitness
Timeline
KEY CARRYING APPAREL LEAD
Dicks Sporting Goods
02.2016 - 04.2025
CUSTOMER SERVICE SPECIALIST
Dicks Sporting Goods
10.2012 - 02.2016
High School Diploma -
Strongsville High School
Some College (No Degree) - Psychology
Cuyahoga Community College