Sunny Penn
Verizon
Kansas City
13
years of professional experience
Customer & Technical Support: Over 10 years of experience delivering technical troubleshooting, customer account support, and tier-1 problem resolution across telecommunications, IT, and financial sectors.
Systems & Tools Proficiency: Skilled in CRM software (Salesforce, Datascape), email/security configurations (Proofpoint, Exchange, DNS/MX), e-signature tools (DocuSign, Adobe Sign), and JavaScript troubleshooting.
Sales & Revenue Growth: Proven history of exceeding performance metrics, consistently surpassing sales targets and increasing gross profit by 50% or more annually.
Operations & Account Management: Demonstrated ability to manage high-volume customer inquiries, handle monetary transactions with accuracy, and maintain strict adherence to operational guidelines.
Education
Work History
Customer Service Specialist
5 Years 4 Months- Engaged with customers to identify specific requirements, successfully upselling relevant Verizon offerings.
- Skillfully navigated customer complaints, ensuring swift resolution and enhancing overall customer experience.
- Engaged in ongoing education of product features and industry advancements in IT market to ensure accurate assistance and informed decision-making for customers.
- Drove sales performance to surpass goals, resulting in a gross profit increase exceeding 50% compared to the previous year.
- Trained new staff on customer service protocols and systems, fostering team competency and performance.
Technical Support / Product Support Specialist
9 Months- Analyzed and resolved issues with JavaScript to optimize platform functionality for users.
- Outlook provisioning to ensure efficient email setup and account synchronization.
- Configured and maintained ProofPoint to enhance email security and spam filtering.
- Supported DocuSign and Adobe Sign workflows to streamline electronic signature processes.
- Facilitated client and advisor interactions using CRM systems for efficient data tracking and reporting.
- Monitored and resolved issues related to MX records, Auto Discover settings, and adjusted DND configurations to ensure email deliverability.
Waitress
6 Years 6 Months- Designed and maintained a positive dining atmosphere, prioritizing customer comfort and engagement.
- Facilitated customer selection of food and beverage items through detailed descriptions and tailored recommendations.
- Trained new employees on restaurant policies, menu knowledge, and customer interaction techniques.
Receptionist/Event Planner
1 Year- Coordinated and scheduled meetings and events for employees and clients, ensuring all logistics are well organized and executed smoothly.
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
Financial Retirement Call Rep
3 Months- Proactively identified opportunities to enhance retirement planning experience for clients.
- Provided exceptional customer service to clients by actively listening to their needs and addressing any concerns or questions they may have regarding retirement planning.
- Managed inbound and outbound calls to address client inquiries and concerns.
Technical Support
3 Years- Effectively communicated technical information to non-technical customers in a clear and concise manner, ensuring customer understanding and satisfaction.
- Collaborated with product development teams to provide feedback on customer pain points and suggest improvements to the technology and systems.
- Provided prompt and efficient resolutions to customer inquiries and technical issues, ensuring a high level of customer satisfaction and retention.
Shift Manager
1 Month- Ensured timely and accurate completion of daily administrative tasks such as payroll, inventory management, and shift reports.
- Provided regular coaching and feedback to a team of 10 employees to enhance their skills and performance.
- Implemented efficient systems and processes to streamline operations and reduce costs.
- Developed and implemented strategies to improve customer satisfaction and loyalty.
Education
Associates
Skills
Call center experience
Problem resolution
Customer retention
CRM software
Customer service
Complaint handling
Timeline
Technical Support / Product Support Specialist
LPL Financial
09.2024 - 06.2025Read More
Customer Service Specialist
Verizon
03.2021 - CurrentRead More
Receptionist/Event Planner
Empower Retirement
09.2018 - 09.2019Read More
Financial Retirement Call Rep
Great West Financial
05.2018 - 08.2018Read More
Technical Support
Time Warner Cable
03.2015 - 03.2018Read More
Shift Manager
Taco Bueno
12.2014 - 01.2015Read More
Waitress
Applebee's
01.2014 - 07.2020Read More
Johnson County Community College
Associates
Read More