Pennie Webb
Customer Service Specialist
Shawnee,KS
Summary
Multi-talented Customer Service Specialist with a quality-driven and disciplined approach to maintaining guest satisfaction. Decisive leader, strategic planner and complex problem-solver with 10 years of customer service experience. Pursuing new professional challenges within a growth-oriented company.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Specialist I, Social Media Care
AMC Theatres
Leawood, KS
02.2020 - Current
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided information to customers regarding loyalty program and helped to open and activate new accounts.
- Research guest trends to identify widespread issues.
Account Manager
Life Time Fitness
Lenexa, KS
03.2018 - 03.2019
- Educated clients about long-term health benefits of balanced diets and exercise programs.
- Boosted sales by conferring with customers to evaluate their fitness facility requirements and recommend best-fit company offerings.
- Improved member retention over 10% by implementing proactive member contacts in order to build rapport and lasting relationships.
Resolution Specialist
JCPenney
Lenexa, KS
09.2016 - 03.2017
- Led and helped to build an escalations team for the major appliance department.
- Drove dispute resolutions for escalated guest concerns using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Met all customer call guidelines including service levels, handle time and productivity.
- Communicated with vendors regarding back order availability, future inventory and special orders.
Education
A.A.S. - Business Administration
Johnson County Community College
Overland Park, KS 08.2019 - Current
Skills
Sales expertise
Accomplishments
- Supervised team of 8 staff members.
- Collaborated with Member Services Team at Life Time Fitness to overhaul member retention.
- Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
Additional Information
- Interviewed, hired, and trained new employees for start-up boutique fitness studio.
- Supervised team of 4 resolution specialists in high-volume call center.
Timeline
Specialist I, Social Media Care
AMC Theatres
02.2020 - Current
A.A.S. - Business Administration
Johnson County Community College
08.2019 - Current
Account Manager
Life Time Fitness
03.2018 - 03.2019
Resolution Specialist
JCPenney
09.2016 - 03.2017
Similar Profiles
Luke BulletteLuke Bullette
AMC Assosciate at AMC TheatresAMC Assosciate at AMC Theatres
Tantanee BrooksTantanee Brooks
Crew Member at AMC TheatresCrew Member at AMC Theatres
Samuel EspinozaSamuel Espinoza
Usher/Greeter at AMC Theatres-Manteca, CAUsher/Greeter at AMC Theatres-Manteca, CA
William JimenezWilliam Jimenez
Bartender at AMC TheatresBartender at AMC Theatres
Christopher AdamsChristopher Adams
Team Member at Buffalo Wild Wings GOTeam Member at Buffalo Wild Wings GO