Penny Turner
Nashville,USA
Summary
Dynamic retail management professional skilled in enhancing member experience and driving membership growth. Expertise in team leadership, operational oversight, and conflict resolution, ensuring compliance with policies while fostering a customer-centric environment.
Overview
29
29
years of professional experience
Work History
Assistant Club Manager of Member Experience
BJ’S WHOLESALE CLUB
Nashville/Mount Juliet, Tennessee
01.2023 - Current
- Oversaw front-end operations and enhanced member experience through effective management.
- Led and supported cashiers, membership team, front-end leads, and supervisors to ensure cohesive service delivery.
- Resolved customer concerns and addressed issues to uphold a positive member experience.
- Coach and develop team members to improve customer service and operational performance.
- Conduct training, provide feedback, and coach employees in real time.
- Monitor key performance metrics and develop strategies to improve results.
- Ensure compliance with company policies, procedures, safety standards, and audit requirements.
Caregiver
PUBLIC PARTNERSHIPS / CONSUMER DIRECT
Nashville, Tennessee
01.2013 - Current
- Delivered personalized caregiving and support services to enhance daily wellbeing.
- Facilitated daily activities and managed household needs to promote independence.
- Maintain a safe, organized, and supportive environment.
- Demonstrated patience and effective communication to foster a supportive environment.
Assistant Manager
MAPCO EXPRESS
Nashville, Tennessee
01.2005 - 01.2021
- Managed daily operations of a busy retail convenience store and gas station.
- Supervised, trained, and supported employees to enhance team performance and service quality.
- Managed cash handling and register operations.
- Assisted customers and resolved customer service concerns.
- Maintained store standards and enforced company policies to ensure compliance and operational consistency.
- Organized and tracked inventory levels to optimize product availability and minimize stockouts. and daily operational tasks.
- Placed and received merchandise orders.
- Completed daily paperwork and administrative responsibilities.
- Supported the Store Manager with staffing and overall store management.
Leasing Agent
FREEMAN WEBB REALTORS
Nashville, Tennessee
01.2006 - 01.2008
- Guided prospective residents through apartment leasing and rental inquiries, ensuring informed decisions.
- Led property tours, effectively presenting leasing options to engage potential residents.
- Processed rental applications thoroughly.
- Delivered exceptional customer service to current and prospective residents, fostering positive relationships.
- Managed incoming phone inquiries efficiently.
- Maintained professional relationships with residents and prospective customers.
Customer Service / Data Entry
ALLIED WASTE MANAGEMENT
Nashville, Tennessee
01.2000 - 01.2004
- Delivered customer service while managing high volume of telephone calls to address inquiries effectively.
- Resolved customer account questions and service concerns to enhance customer satisfaction.
- Created and maintained customer accounts.
- Entered customer and service information into computer systems.
- Conducted data entry and administrative tasks to support organizational efficiency.
- Managed daily calls among department staff to facilitate communication. and service needs.
- Arranged trash pickup schedules for residential and commercial clients. and service requests.
Commissary Delivery / Customer Service
ARAMARK
Nashville, Tennessee
01.2000 - 01.2002
- Delivered exceptional customer service to department personnel, fostering positive relationships.
- Coordinated deliveries to adhere to schedules and meet organizational standards.
- Delivered commissary orders to various Davidson County and Williamson County sheriff’s departments.
- Documented delivery details accurately to ensure accountability and traceability.
Customer Service / Administrative Assignments
EXPRESS PERSONNEL
Nashville, Tennessee
01.1998 - 01.2000
- Handled appointment callbacks and customer inquiries to ensure timely assistance for clients.
- Delivered professional telephone customer service to enhance client satisfaction.
- Completed customer service and administrative assignments to support operational efficiency.
- Operated multiline telephone system at Matthew Walker Medical Center.
- Assisted with administrative and clerical responsibilities.
- Successfully transitioned to full-time employment with Allied Waste.
Education
High School -
Glencliff High School
Nashville, Tennessee01-1999
Skills
- Front-End Operations
- Membership Services
- Membership management
- Member Engagement
- Cash Handling
- Service Excellence
- Sales performance
- Retail Management
- Team Leadership
- Team management
- Team Development
- Team Coaching
- Employee training
- Conflict Resolution
- Conflict management
- Performance Analysis
- KPI Analysis
- Operational Oversight
- Workforce Planning
- Inventory & Ordering
- Task Prioritization
- Data Management
- Microsoft Excel
- Presentation Development
- Problem Solving
- Communication
- Customer Service
- Task Prioritization
- Operational Oversight
Major Accomplishments
- Progressed from a Membership Desk position to Assistant Club Manager of Member Experience at BJ’s Wholesale Club.
- More than 17 years of retail experience, including extensive assistant management experience.
- Successfully supervised and trained employees in fast-paced retail environments.
- Built extensive customer service experience across retail, healthcare, waste management, property management, and food service industries.
- Experienced in managing front-end operations, membership services, cashiers, and overall club operations.
- Consistently focused on employee development, customer satisfaction, operational execution, and achieving business goals.
Timeline
Assistant Club Manager of Member Experience
BJ’S WHOLESALE CLUB
01.2023 - Current
Caregiver
PUBLIC PARTNERSHIPS / CONSUMER DIRECT
01.2013 - Current
Leasing Agent
FREEMAN WEBB REALTORS
01.2006 - 01.2008
Assistant Manager
MAPCO EXPRESS
01.2005 - 01.2021
Customer Service / Data Entry
ALLIED WASTE MANAGEMENT
01.2000 - 01.2004
Commissary Delivery / Customer Service
ARAMARK
01.2000 - 01.2002
Customer Service / Administrative Assignments
EXPRESS PERSONNEL
01.1998 - 01.2000
High School -
Glencliff High School