Katherine Penn
Nacogdoches,Texas
Summary
Organized and dependable professional successful at managing multiple priorities with a positive attitude. Exceptional communication skills and delivers positive experiences through high-quality customer care. Hardworking, passionate and eager to take on added responsibilities to achieve company goals.
Overview
9
9
years of professional experience
Work History
Support Lead
Five Below
08.2023 - Current
- Managed cashiers and assisted with front end tasks,
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed and motivated employees to be productive and engaged in work.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Accounts Associate
Cardworks
11.2022 - 07.2023
- Assisted and advised account holders.
- Facilitates problem resolution in accordance with policy and procedure.
- Competed necessary steps to initiate account transactions and investigations.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained user account data by initiating account access and establishing in database.
- Provided excellent customer care.
- Updated and notate customer information within the operating system.
Account Executive
Applied Concepts
01.2020 - 10.2022
- Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met and exceeded service level goals to achieve standards and expectations.
- Attended monthly sales meetings and quarterly sales trainings.
Shift manager(GSA)
Target
04.2018 - 01.2020
- Managed the front end sales floor.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
- Handled escalated customer issues effectively while demonstrating strong problem-solving skills and upholding company values and standards.
- Scheduled staff to establish adequate coverage during peak business hours.
- Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Shift Manager
Einstein Bros. Bagels
09.2014 - 03.2018
- Promoted a positive work environment through open communication and constructive feedback.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Developed strong relationships with vendors to ensure timely delivery of products while maintaining cost efficiencies.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Trained and mentored new employees to maximize team performance.
Education
Associate of Arts - General studies
State College of Florida-Bradenton,FL
01.2014
Skills
- Critical thinking & Creative problem solver
- Exceptional communication skills
- Quick learner
- Customer service expert
- Active Listening
- Team Management
- Account Administration
- Issue and Resolution Tracking
Community Service
- Volunteer work for Casselberrry Vets
- Participant for Sarasota Heart Walk
- Participant for Sarasota Jingle Bell Run
- Volunteer to help run SCF softball clinic
- Volunteer helping feed the homeless in a community church in Sarasota
Timeline
Support Lead
Five Below
08.2023 - Current
Accounts Associate
Cardworks
11.2022 - 07.2023
Account Executive
Applied Concepts
01.2020 - 10.2022
Shift manager(GSA)
Target
04.2018 - 01.2020
Shift Manager
Einstein Bros. Bagels
09.2014 - 03.2018
Associate of Arts - General studies
State College of Florida-Bradenton,FL
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