Peter Brenner Email & Phone Number

Atlanta, Ga

Wintergreen Corporation is a manufacturer, importer, and wholesaler of lighting and décor products for 2,000 wholesale customers (large national retail stores, professional decorators and installers, and small businesses). In addition to driving consistent, exceptional customer service through traditional/digital channels (call center, email, live chat, and marketplace messaging—Amazon, Wayfair, Walmart, Home Depot, and Lowe’s), I hire, lead, and review the performance of customer service employees. Here is a sampling of my contributions: ➣ I created the company’s 1st customer service standards, values, and mission statement to establish a more customer-focused culture.➣ My team is equipped with all essential information to provide unparalleled customer service. I created/defined roles for customer service and developed a customer service manual, workflow, and metrics. ➣ I devise ways to improve customer service, sales, and administrative processes/efficiencies (e.g., creation of robust service level agreements, process for creating custom quotes, and sales account classifications along with a weekly call plan).➣After identifying lost/missing business, I orchestrated call campaigns that brought these customers back to the company.➣ Significant to my position is employee training/onboarding. I improved the customer service operating system and used training videos to streamline the onboarding process for temporary service employees, and I also created a customer service training program for full-time and seasonal help. ➣ Regarding customer order management, I streamlined the order issue resolution process by designing an effective ticket system for outside reps. I also designed an improved system that expedited the return/replacement order process.➣ Examples of my corporate initiatives include implementing a four-day workweek and creating employee performance scorecards, an interdepartmental notification system and SOPs, and brand reputation strategies.

Atlanta, Ga

Adventure Outdoors is a locally owned retail sporting goods store serving Cobb County and surrounding counties in Georgia.While in this role, I demonstrated strong organizational, managerial, communication, and leadership skills, and proved to be instrumental in shaping the customer experience and achieving the company’s compliance with all federal and state regulations. I supervised, trained, and coached a 15-person staff on how to be customer-service oriented. Highlights of this position include:➣ Championing a customer service mindset, I guided my staff on managing all stages of the customer relationship, from assisting customers on the sales floor to performing sales transactions and completing all required documentation for purchases. I established protocol with rules and procedures for communicating and interacting with customers to ensure positive customer experiences.➣ I worked on programs to increase sales, including a special-order program that lifted sales by an estimated 15%. I also increased sales 10% as a member of the buying program of Sports Inc., the nation’s largest and most diverse sporting goods buying group.➣ In addition to maintaining strong product knowledge to respond to customers’ inquiries, I acquired expert knowledge of state/federal regulations for firearm sales. I processed multiple federal background checks and bought and sold firearms in accordance with federal gun laws. ➣ Paramount to this position was ensuring products were received, sold, and disposed of in compliance with company procedures/guidelines and state and federal laws. I took the initiative to strengthen my staff’s knowledge of products, policies, and procedures and ATF compliance regulations, and served as a liaison between my staff and state agency and regulatory authorities, including the federal bureau of ATF and Georgia Bureau of Investigation. I received the Georgia Bureau of Investigation’s Challenge Coin for successful work against illegal firearm sales.

Bachelor Of Arts, History

Education record