Amanda Urbas
Massillon,OH
Summary
Entrepreneurial Sales Engineer with excellent business acumen and proven history of driving technical sales and revenue growth. Friendly and outgoing with natural ability to build key relationships through communication, customer service, and negotiation skills. Successfully leads and motivates teams to execute business opportunities and close sales in fast-paced environments with tight deadlines. Enthusiastic Customer Engagement Leader eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of pet care and cash register with training in customer relations. Motivated to learn, grow and excel in telecommunications. Driven and motivated with exceptional consultative sales skills to help customers solve technical problems. Offering strong work ethic and track record of building loyal customer relationships. Upbeat, customer-focused Sales Associate with 18 years of experience in retail environments. Flexible and approachable, with strong organizational and time management skills. Delivers memorable guest experience through welcoming interactions and extensive product knowledge.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Closing Team Lead
Target
Cuyahoga Falls, Ohio
02.2024 - Current
- Directed and coordinated closing team activities to ensure timely completion of tasks.
- Conducted regular meetings with closing team members to review progress and address any issues.
- Ensured compliance with all regulatory requirements related to closings.
- Provided guidance and training to new employees on closing processes.
- Assisted in resolving customer disputes or complaints regarding closings.
- Analyzed current procedures and made recommendations for improvements in efficiency, accuracy, or cost savings.
- Identified potential areas for improvement in the closing process and developed solutions accordingly.
- Coordinated with other departments as needed during the closing process.
- Managed workflow by assigning tasks appropriately among team members.
- Operated cash register, credit card machine and computer.
- Provided timely, courteous and knowledgeable responses to information requests.
- Trained, coached and motivated team of 40+ employees to provide exceptional service and complete high-quality work.
- Organized store by returning merchandise to proper areas and restocked displays.
- Greeted customers to determine wants or needs.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Answered store and merchandise questions and led customers to wanted items.
- Exchanged merchandise for customers and accepted returns.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Pulled Priorities to better maintain in stock standards.
Assistant Store Leader
PetSmart
Cuyahoga Falls, OH
09.2015 - 02.2024
- Provided information to customers by reviewing orders and educating about basic care and service of purchased equipment.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
- Supported market research activities, including metrics and requirements development and risk management.
- Provided technical troubleshooting and problem solving for clients with installed equipment/system issues.
- Reviewed all customer inquiries to understand project scope while managing internal disciplines to compliantly respond.
- Developed and implemented pursuit plans for all opportunities with assigned key accounts.
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
- Maintained excellent attendance record, consistently arriving to work on time.
- Increased customer satisfaction by resolving grooming and product issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Resolved customer service problems, improved operations and provided exceptional client support.
- Led pet care team team in delivery of pet health project, resulting in perfect audit score.
- Developed team communications and information for on the ball leadership meetings.
- Handled numerous calls per shift to address customer inquiries and concerns.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Reviewed and resolved differences between accounting information and cash drawer.
- Worked with store leaders to complete daily counts and maintain funds security to minimize theft and mismanagement risks.
- Served needs of more than 100 customers in busy retail environment.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Assisted customers by answering questions and fulfilling requests.
- Increased sales 42% by offering advice on purchases and promoting additional products.
- Educated customers on promotions to enhance sales.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Prepared and submitted end-of-shift reports using kronos.
- Assisted customers with special services, account updates and promotional options.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reviewed weekly sales circulars and monitored price changes.
- Worked closely with store leaders to solve problems and handle customer concerns.
- Operated cash register for cash, check and credit card transactions with 100% accuracy.
- Checked prices for customers and processed items sold by scanning barcodes.
- Completed sales in excess of $1500 with near-zero error rate using POS system.
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies and other details to provide complete records and methods of owner contact.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Spoke to customers regarding lodging, grooming, daycare services and pricing and cross-sold additional items, including pet food, treats and toys.
- Cared for sick or injured animals by seeking out veterinary care and notifying owners.
- Promoted parasite protection as well as skin and coat health through regular grooming, dietary suggestions and supplement recommendations for pet owners.
- Collected animal waste produced on walks and discarded in trash or approved receptacles.
- Delivered continuous focus and attention to lodged animals, promoting high level of care and oversight.
- Consulted with veterinarians to diagnose problems and administered prescribed treatments.
- Restocked supplies and rotated items to maintain efficient operations and prevent expiration of perishable goods.
- Monitored health and behavior of animals by looking for urine and fecal output, completing weight checks and observing appetite during feeding.
- Mixed and administered special food formulas to individual animals based on unique dietary needs.
- Monitored animal behavior and completed examinations to identify illnesses, injuries or potential diseases.
- Provided top-notch customer service to every customer and exceptional care to all animals.
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
- Followed all pet care instructions, including dietary needs and medication regimens.
- Kept cages, kennels, play yards and grooming areas neat and clean.
- Monitored animals for signs of disease, illness or injury and communicated concerns to owners.
- Boosted animal health for reptiles and small pets by carrying out optimal feeding and watering schedule.
- Monitored store operations, ensuring compliance with company policies and procedures.
- Provided guidance and leadership to store team members.
- Coached, mentored and trained new team members on operational processes and procedures.
- Resolved customer complaints in a professional manner.
- Ensured accuracy of weekly payroll records by verifying hours worked by employees against timecards.
- Maintained accurate records of all store transactions, ensuring compliance with federal and state laws as well as company guidelines.
- Assisted customers with product selection based on their individual needs.
- Performed weekly stock counts to maintain accurate inventory levels.
- Organized monthly staff meetings to review goals, discuss upcoming events, provide training opportunities and encourage teamwork among employees.
- Interviewed and hired qualified employees to provide top-quality service.
- Recruited individuals with talent, drive and experience to add dimension to organization
- Maintained open door policy to help employees feel comfortable voicing concerns.
- Scheduled staff to assign employee shifts according to departmental and business needs.
Customer Service Associate
Ollie's Bargain Outlet Holdings Inc.
North Canton, OH
10.2013 - 09.2015
- Exceeded service objectives by applying proven customer service and sales best practices.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Managed customer relations and customer service through daily communication and interaction.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Recommended items to customers based on specific needs and explained features and benefits.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Developed and actualized customer service initiatives to decrease wait times.
- Advocated for customers and reported on observed areas for product or service improvement.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Consistent execution of monthly sales goals and twice recognized as employee of month.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Decreased downtime by training multiple employees on company products and sales strategy.
- Maintained clean sales floor and straightened and faced merchandise.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Processed purchases and handled payment transactions using POS system.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Issued credit or full refund for customer returns and reported on product defects or damages resulting from shipping process.
- Boosted sales revenue by skillfully promoting diverse product of the week options.
- Assisted with price verifications and implemented adjustments for discounts or promotions.
- Reported to work early, checked low inventory, learned sales or special offerings, and became aware of store issues.
- Supported branding strategy by ensuring product displays aligned with corporate standards.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
- Utilized basic sales strategy to engage customers and present solutions to suit individual needs.
- Informed customers about special promotions and provided detailed information for various products.
- Issued receipts and processed refunds, credits, or exchanges.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Education
GED -
Homeschooled
Skills
- Requirements management
- Supervision
- Problem resolution
- Product upselling
- Credit card processing
- POS Systems
- Merchandise Restocking
- Retail Merchandising
- Price changes
- Money handling
- Multi-tasking ability
- Customer Relations
- Sales
- Relationship development
- Team management
- Project organization
- Payment collection
- Customer assistance
- Drawer Management
- Refund Handling
- Basic math skills
- Heavy lifting
- Adaptability
- Good telephone etiquette
- Written and verbal communication
- Task Delegation
- Coaching and Mentoring
- Compliance knowledge
- Staff Scheduling
- Stock replenishment
- Sales floor support
- Employee Training
- Store maintenance
- Shrinkage Control
- Store audits
Accomplishments
- Supervised team of twenty plus staff members.
- Documented and resolved puppy guides sales issues which led to being number one in district.
- Completed manager training program.
- Received perfect pet care audit through achieving and maintaining company initiatives and standards.
- Number one in Voice of the customer surveys through supreme customer service training and team leadership.
- Number one in customer conversion utilizing proper understanding and customer service training. Achieving and maintaining a conversion goal of 64% and higher. Number one in region.
Certification
- CPR certified
Timeline
Closing Team Lead
Target
02.2024 - Current
Assistant Store Leader
PetSmart
09.2015 - 02.2024
Customer Service Associate
Ollie's Bargain Outlet Holdings Inc.
10.2013 - 09.2015
GED -
Homeschooled