Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Penny Martens

Rockford,IL

Summary

Self-motivated outside sales professional experienced in both technical and non-technical, fast-paced team environments. Relationship building and closing expert.

Overview

11
years of professional experience

Work History

Shipt
Rockford, IL

Personal Shopper
06.2022 - Current

Job overview

  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Tracked substitutions and informed customers of changes.
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Worked productively with customers to meet order requirements and service expectations.
  • Reviews orders prior to pick up for accuracy and purchase-by dates.
  • Loaded and unloaded orders at customer's homes or locations.
  • Consulted with customers on food selections and custom order requests.
  • Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
  • Picked quality and accurate items for [Number] daily customer orders.
  • Noted customer special requests, preferences and favorite products in CRM to enhance service and build brand loyalty.
  • Kept vehicle clean and neat to offer professional impression to every customer.

Alorica
Rockford, IL

Pharmacy Help Desk Representative
07.2021 - 11.2021

Job overview

  • Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
  • Stocked, labeled and inventoried medication to keep accurate records.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.

Alorica
Rockford, IL

Customer Service Representative
10.2018 - 11.2021

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Servicom
Rockford, IL

Customer Service Representative
01.2018 - 09.2018

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Provided information regarding charge accounts and loyalty programs.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Educated customers about billing, payment processing and support policies and procedures.

Market Street Press
Rockford, IL

Entertainment Writer , Editor
07.2016 - 11.2017

Job overview

  • Brainstormed with Chief Editor to determine new topics and stories.
  • Built productive relationships with writers, [Job title], designers and other professionals to successfully produce [Result].
  • Reviewed reports and recommended changes to improve copy flow.
  • Wrote 1000 to 3000word assignments according to instructions.
  • Chose and prepared photos for use with feature pieces with Adobe Photoshop.
  • Reviewed articles for grammar, spelling, punctuation, syntax, accuracy and compliance with quality standards.
  • Developed copy while maintaining brand voice and adhering to legal requirements.
  • Interviewed individuals by phone, video chat and in person to write community interest stories for monthly newspaper column.
  • Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating and authentic approach.

Arise
Miramar , FL

Roadside Assistance Agent
01.2014 - 03.2016

Job overview

  • 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.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered average of 25 calls per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated professionally with colleagues, freelancers and clients.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Assessed caller accounts to determine membership benefits, identify service needs and resolve issues.

CPI Corporations, Picture Me Portrait Studio
Rockford, IL

Studio Manager
10.2009 - 04.2013

Job overview

  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Created policies and procedures for company and delivered company-wide training to employees.
  • Recruited, trained and developed high-performing and customer-focused team from scratch.
  • Verified that organization maintained open-door policy so employees could openly discuss ideas and make suggestions.
  • Implemented marketing strategies to promote studio to potential clients.
  • Handled accounting for payroll and billing.
  • Escalated incidents to next level to remain compliant with company's standards and procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • 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.
  • Established team priorities, maintained schedules and monitored performance.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Defined clear targets and objectives and communicated to other team members.

Education

Rassmussen College
Rockford, IL

Associate of Applied Science from Graphic Design
08.2016

University Overview

Skills

  • Verifying Order Accuracy
  • Special Assignments
  • Informed Product Selections
  • Upbeat and Outgoing Attitude
  • Attention to Detail
  • Purchase Recommendations
  • Verbal and Written Communication
  • Customer Service

Timeline

Personal Shopper
Shipt
06.2022 - Current
Pharmacy Help Desk Representative
Alorica
07.2021 - 11.2021
Customer Service Representative
Alorica
10.2018 - 11.2021
Customer Service Representative
Servicom
01.2018 - 09.2018
Entertainment Writer , Editor
Market Street Press
07.2016 - 11.2017
Roadside Assistance Agent
Arise
01.2014 - 03.2016
Studio Manager
CPI Corporations, Picture Me Portrait Studio
10.2009 - 04.2013
Rassmussen College
Associate of Applied Science from Graphic Design

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Penny Martens