RESUME Manager/trainer

David Penna ** Collins St. Amesbury, MA *****

978-***-**** ***********@*****.***

Summary:

Dedicated professional with a proven record in public service, motivated self-starter with a solid background in management and customer service.

Qualifications:

Training & Development Skills Customer Relations and Service

Efficient with Microsoft Products Negotiating and Settlement of Claims

Conflict Resolution Educator Highly Organized

Organizational Skills Mediation and Problem Solving

Oral Presentation Maintenance of Records and Data Base

Experience:

11/03-02/06 Special Services Manager the Home Depot Somersworth, NH

Coordinated activities of department in manufacturing establishment concerned with providing customers technical services in conjunction with marketing activities. Actively participated in staffing for special service departments. Coordinated technical liaison services between management, production department, sales department and customers with newly developed techniques in processing company products.

Informed customers of new types, specifications and end-uses of products. Delivered oral and written presentations for leadership techniques and company curriculum. Conferred with department managers. Presented and expedited solutions to various production and shipping issues. Assisted in specific classification of products from quality assurance position. Directed investigation of customer complaints regarding quality, tolerances, specifications and delivered condition of products. Maintained customer and vendor records and produced reports for store manager. Analyzed and informed concerned personnel of production quality assurance and sales departments of status and disposition of customer complaints and claims. Served as liaison for store management, in regards to customer, vendor inquiries and complaints. Negotiated settlement of claims, for which company was responsible, within limits prescribed by management. Structured and maintained a working customer and vendor database. Managed staff of designers, expeditors, and customer service representatives.

02/06-11/06 Manager in Training Gamestop Inc. Seabrook, NH

Actively participated in Daily operation of unique retail outlet. Informed customers of new types, specifications and end-uses of products. Successfully handled customer relations. Managed retail associates

02/98-02/02 Residential Director Life Resources Inc Brockton, MA

Directed and coordinated education programs identified problems, diagnosed causes and determined corrective actions in conjunction with Public School systems, Public Agencies and State Institutions in order to teach students with mental and physical disabilities • Formulated policies and procedures for new or revised programs and activities. Prepared budget and solicited funds to provide financial support for programs. Assisted subordinates and supervisors in identifying and resolving problems.

David Penna (Resume 2 of 2

2/97 - 3/98 Administrator California Housing Cooperative Association (SF)

Responsible for Day to day Operations of Offices involved in the Association. Maintained a Budget and planned several conventions. Recruited more memberships into association via networking.

6/96 - 8/96 Venue Security Supervisor Americorps Team for the Games Atl, GA

Time managed Security staff for Venue maintained high alert status during Olympic Games to ensure the safety and security of athletes, spectators and staff.

11/95 - 6/96 Team Leader AmeriCorps NCCC Charleston, SC

Lead a Diverse Unit of people in various tasks within the Southeast region of the US task varied from Environmental issues to Education or Unmet Human needs Red carded In forest fire fighting, National Survival Team awarded, Red Cross and FEMA First responder certified

2/93 - 11/93 GED Instructor/Conflict Resolution trainer Somerset County Basic Skills Inc. (ME)

Provided One-on-One tutorial sessions with County inmates within the confines of the Unit held weekly Conflict Resolution class’s in-group settings with the population

5/91 - 9/93 Education Technician Crossroads Alternative Education School (ME)

Monitored Campus computer laboratory answering student inquiries tutored individuals in various subject matters to meet the criteria for passing High School. Truancy advocate for school system to maintain accountability of pupils

Education:

Education: University of Maine @ Farmington Farmington, Me

Secondary Education B.S

University of Maine @ Augusta Augusta, ME

History B.S

Contact this candidate