Marty Pendry
Washington,UT
Summary
Conscientious Customer Service Manager with 20 years of experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Manager
Kohler Co.
Washington, Utah
02.2022 - Current
- Managed resolution of customer complaints quickly.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Addressed customer questions and concerns regarding products and services.
- Conducted performance reviews and provided constructive feedback to staff members.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints quickly and effectively.
- Hired and trained service department staff to drive performance.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Created standard operating procedures and delivered training to credit personnel to improve operational efficiency.
- Exceeded sales goals using consultative sales talents and effectively explaining programs and services to generate interest.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Identified opportunities for process improvements within the department that would increase efficiency while reducing costs.
- Provided training and support to staff members on credit card policies and procedures.
Customer Experience Coordinator
TJX Companies
St. George, UT
09.2020 - Current
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Created successful promotions such as giveaways and membership drives.
- Helped customers understand return policies and processed items.
- Oversaw front register operations and maintained exceptional levels of customer service in all interactions.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained new personnel regarding company operations, policies and services.
Customer Service Manager
Harmon's Inc.
Saint George, UT
02.2016 - 10.2019
- NAA Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Head Cashier
The Home Depot
Saint George, UT
04.2014 - 02.2016
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained stock within optimal levels to meet expected customer and sales levels.
- Resolved escalated customer disputes with special actions such as discounts.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Education
High School Diploma -
Basic High
Henderson, NV06.1985
Skills
- Personnel training and development
- Customer Relationship Management Software (CRM)
- Team Leadership
- Training and mentoring
- Cash handling
- Complaint resolution
- Inter-department collaboration
- Talent Development
- Effective problem solver
- Customer-focused
- Effective workflow management
- Staff education and training
- Training and development
- Staff training and development
- Reporting and documentation
- Problem-solving
- New employee hiring
- Customer service management
- Staff motivation
- Team collaboration and leadership
- Expert in multitasking, delegating
Certification
Leadership - Coaching Skills
Leadership - Generational Awareness
Leadership - Thriving Through Conflict
Train The Trainer
Utah E.A.S.Y. Certified
References
References available upon request.
Timeline
Service Manager
Kohler Co.
02.2022 - Current
Customer Experience Coordinator
TJX Companies
09.2020 - Current
Customer Service Manager
Harmon's Inc.
02.2016 - 10.2019
Head Cashier
The Home Depot
04.2014 - 02.2016
High School Diploma -
Basic High