Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

John Penn

Indianapolis,IN

Summary

Dynamic professional with a proven track record at Academy Sports and Outdoors, excelling in customer service and problem-solving. Demonstrated adaptability and effective communication, significantly enhancing customer satisfaction. Skilled in computer literacy and team collaboration, consistently exceeding expectations without relying on numerical quantification.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Store Associate

Academy Sports and Outdoors
Indianapolis, IN
09.2023 - Current
  • Resolved customer complaints promptly with professionalism and courtesy.
  • Greeted customers to determine wants or needs.
  • Addressed customer complaints in a professional manner.
  • Stocked shelves with merchandise and maintained inventory levels.
  • Maintained knowledge of current promotions, policies concerning payment and exchanges.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Handled returns and exchanges according to company policies.

Landscaper

Hoosier Homescapes
Indianapolis, IN
06.2019 - 08.2023
  • Planted trees, shrubs, bushes and flowers in decorative planters and displays.
  • Answered customer questions regarding care and general knowledge of landscape.
  • Operated landscaping equipment to maintain grounds and remove trees.
  • Trimmed shrubbery and trees to help plants produce more flowers and fruit to benefit wildlife.
  • Pruned and trimmed trees and hedges with shears, pruners, or chain saws.
  • Used hand tools to break up clumps of dirt, transplant seedlings and mix in fertilizers.
  • Cleaned up debris after completing jobsite tasks.
  • Cut grass in even lengths with power mowers or hand shears.
  • Participated in snow removal services during winter months.

Inbound Call Center Representative

Ingram Content Group LLC
LaVergne, TN
02.1998 - 01.2009
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Identified consumer needs, clarified information and researched issues to provide alternative solutions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Utilized computer technology to handle high volume of calls in a timely manner.
  • Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services.
  • Collaborated with other departments within the organization when necessary.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.

Education

Associate of Applied Science - Business

Middle Tennessee State University
Murfreesboro, TN
12-2011

Skills

  • Customer service
  • Team collaboration
  • Merchandise restocking
  • Effective communication
  • Conflict resolution
  • Problem solving
  • Adaptability to changes
  • Computer literacy fundamentals
  • Returns and exchanges handling
  • Excellent written and verbal communication
  • Exceeding customer expectations
  • Staff support

Certification

  • Experience in using Microsoft Office application.
  • Received over 100 customer commendations during my employment at Ingram Content Group.
  • Several months experience as a team lead during my employment at Ingram Content Group.

Timeline

Store Associate

Academy Sports and Outdoors
09.2023 - Current

Landscaper

Hoosier Homescapes
06.2019 - 08.2023

Inbound Call Center Representative

Ingram Content Group LLC
02.1998 - 01.2009

Associate of Applied Science - Business

Middle Tennessee State University

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John Penn