SHERMAN PENNIX
KERNERSVILLE,US
Summary
Highly skilled Senior Customer Service Representative with background in fast-paced, customer-focused environments. Extensive experience resolving complex customer inquiries, improving customer satisfaction levels, and driving overall operational improvements. Strengths include strong communication skills, conflict resolution abilities, and leadership qualities that foster team synergy. Proven capacity to influence positive changes within previous roles through innovative problem-solving techniques.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Representative (Remote)
Genworth
03.2022 - Current
- Handled incoming calls and responded to customers' written questions.
- Processed various transactions to address customer needs, such as updating addresses and placing stop payments.
- Establish daily communication with internal and external customers.
- Defused escalated situations by effectively analyzing and addressing customer problems.
- Reviewed requests and documentation.
- Handled work items efficiently, ensuring comprehensive account management.
- Handled claims payments.
Warehouse Supervisor
Salem Fabrication Technologies Group, Inc.
Clemmons, North Carolina
12.2018 - 03.2025
- Informed upper management or department heads of items loaded or problems encountered.
- Increased productivity through cross-training and thorough training of both current employees and new hires.
- Reviewed invoices for accuracy prior to authorizing payment processing.
Warehouse Lead
Moore and Giles
Lynchburg , VA
01.2014 - 06.2018
- Ensured accuracy of inventory records and maintained accurate stock levels in the warehouse.
- Packaged items with appropriate materials to prevent damage during shipping.
- Utilized forklift to move inventory items.
Shipping Forklift Operator
Sonoco
Madison Heights, VA
01.2002 - 12.2014
- Tied and secured loads to prevent shifting or damage to items.
- Relocated goods from dock area to appropriate storage locations.
- Collaborated with team members to streamline warehouse operations and increase productivity.
Education
GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE -
Coursera
11-2021
High School Diploma -
Amherst County High School
05-2002
Skills
- Escalation management
- Membership renewals
- Representative training
- Process optimization
- Quality assurance
- Floor supervision
Timeline
Senior Customer Service Representative (Remote)
Genworth
03.2022 - Current
Warehouse Supervisor
Salem Fabrication Technologies Group, Inc.
12.2018 - 03.2025
Warehouse Lead
Moore and Giles
01.2014 - 06.2018
Shipping Forklift Operator
Sonoco
01.2002 - 12.2014
GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE -
Coursera
High School Diploma -
Amherst County High School
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