Kelly Pentz
Henderson,NV
Summary
Extensive experience in shaping and advancing operational departments, with a focus on both startup ventures and well-established organizations. Specialized focus on Software as a Service (SaaS), Action Sports, and Electric Vehicles (EV). Proven proficiency in leading and inspiring teams to deliver results while embodying the brand essence. Acknowledged as a dynamic force and innate people leader with a keen eye for identifying and nurturing talent. Recognized for successfully implementing solutions in dynamic, high-pressure environments.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Score Sports
08.2025 - Current
- Oversaw daily customer service operations supporting team sports apparel, uniforms, and custom orders.
- Managed a multi-channel support team, Account Managers and Sales Admins, ensuring timely responses across phone, email, and order support.
- Improved order accuracy and fulfillment flow through cross-functional collaboration with Production, Warehouse, and Sales teams.
- Implemented process improvements to reduce turnaround time and elevate customer satisfaction.
- Trained and coached staff on service standards, communication skills, and product knowledge.
- Monitored KPIs, analyzed service data, and provided leadership visibility into customer trends and operational needs.
Manager of Service & Warranty
Outside Van
11.2023 - 11.2024
- Led service and warranty operations, ensuring efficient issue resolution and customer satisfaction
- Analyzed key performance metrics and delivered executive-level reports to drive strategic decision-making
- Implemented automation and process improvements, increasing operational efficiency and reducing manual workload
- Developed and coached employees through training programs, enhancing team performance and skill development
Sr. Manager of Global Support Ops
WeedMaps
01.2021 - 01.2023
- Led seven cross-functional teams across Customer Service, Client Support, Ads Operations, Billing, Compliance, and Licensing
- Implemented SOX compliance and standardized operations, reducing support response time from 5 hours to 15 minutes
- Developed training programs and monitored employee-customer interactions to ensure high service quality and SLA compliance
- Collaborated with internal stakeholders to enhance the client support experience
- Tracked and analyzed key metrics to improve workflows and optimize team performance
Manager, Customer Service
Rivian
01.2020 - 01.2021
- Led a team of 35 (4 Supervisors, 16 Customer Specialists, 15 Rivian Guides) managing multi-channel support
- Launched a call center in five months, hiring and training staff while implementing Salesforce, AWS, and Calabrio
- Established KPIs, monitored call quality, and delivered performance reporting
- Built cross-functional relationships across Retail, Finance, Insurance, Delivery, and Events
- Developed and executed a Surprise & Delight program to drive customer engagement
Manager, Customer Service & Warranty
ASICS
01.2018 - 01.2020
- Led a national B2C call center across phone, email, chat, fraud review, chargebacks, warranties, and marketplace operations
- Managed warranty processes and SLAs to ensure timely resolutions
- Transitioned B2C customer service in-house from a third-party provider
- Executed UAT for Salesforce and Zendesk implementation
- Defined and rolled out annual goals using analytics to drive performance
Manager, Customer Service & Warranty
Yamaha
01.2015 - 01.2018
- Managed national call centers in CA and GA across seven call queues
- Developed and tracked MBO goals, providing quarterly and annual performance updates
- Created executive reports and presentations to guide strategy
- Worked with field service managers and dealers to resolve issues and support sales
- Optimized call center operations to improve efficiency and service quality
Supervisor, Account Services
Oakley
01.2012 - 01.2015
- Managed a multichannel contact center, consistently exceeding KPIs
- Provided coaching, one-on-ones, and quality monitoring
- Developed and reported monthly and annual goals
- Oversaw workforce management for a 130+ employee call center
- Executed UAT for Hybris integration with SAP
Education
High School Diploma -
Mojave High School
Skills
- Salesforce
- AWS
- SAP
- Zendesk
- Shopify
- JIRA
- SaaS
- CISCO
- Hybris
Timeline
Customer Service Manager
Score Sports
08.2025 - Current
Manager of Service & Warranty
Outside Van
11.2023 - 11.2024
Sr. Manager of Global Support Ops
WeedMaps
01.2021 - 01.2023
Manager, Customer Service
Rivian
01.2020 - 01.2021
Manager, Customer Service & Warranty
ASICS
01.2018 - 01.2020
Manager, Customer Service & Warranty
Yamaha
01.2015 - 01.2018
Supervisor, Account Services
Oakley
01.2012 - 01.2015
High School Diploma -
Mojave High School