Andrew Espana
Woodland Hills,CA
Summary
Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
9
9
years of professional experience
Work History
General Manager
Petco
05.2023 - Current
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reported issues to higher management with great detail.
Sr. Canine Nutritionist / Head of Nutrition / Social Media Manager
Fluffology
10.2021 - 04.2023
- Educated clients about long-term health benefits of balanced diets and exercise programs
- Monitored quality control procedures to guarantee preparation and delivery of healthy menu choices
- Monitored calorie count for individual patients in accordance with specific nutritional needs
- Collaborated with Veterinarian and dog groomers to determine nutritional needs and diet restrictions
- Created and prepared visual aids, manuals and other materials used in teaching
- Created relationships with vendors for treats and chews
- Participated in brainstorming sessions to generate creative ideas for campaigns
- Responded to inquiries and engaged with followers to build community and support customer engagement
- Researched current trends and best practices to develop innovative and impactful campaigns
- Managed paid social media advertising campaigns to reach and engage target audiences
- Built relationships with industry influencers to increase brand awareness and engagement
- Designed graphics for websites, logos and promotions for marketing purposes
- Identified target audiences to analyze characteristics, behavior and media habits
- Fostered customer trust by addressing concerns and needs using targeted problem-solving
- Acted as first point of contact and set appointments for prospective clients
- Went over available services, outlined costs, and determined special needs of animals under care
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies, and other details to provide complete records and methods of owner contact
General Manager / Social Media Manager
Valley Pet Sitting
09.2019 - 10.2022
- Generated reports and typed letters in Word and Apple pages
- Coached new employees on administrative and pet sitting procedures, company policies and performance standards
- Handled client correspondence and tracked records to foster office efficiency
- Determine most efficient route for pet sitters daily routes to client homes
- Scheduled employee meetings and client appointments for staff teams
- Developed marketing content such as blogs, promotional materials and advertisements for social media
- Engaged online audiences by placing strong focus on sales process support and responding to inquiries and comments timely and knowledgeably
- Monitored online presence of company's brand to engage with users and strengthen customer relationships
- Increased customer engagement through social media
- Communicated regularly with Pet Sitters for delivery route details and changes
- Handled customer concerns and issues effectively by providing phenomenal customer service and finding resolutions to any concerns or issues
- Set appointments with pet sitters and potential customers
- Addressed client inquiries and updated database information
- Established and maintained client rapport by utilizing quality customer service
- Entered daily data in computer systems and documented office activities
- Exceeded goals through effective task prioritization and great work ethic
- Personal liaison between VIP / High end clientele and staff
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
- Formulated policies and procedures to streamline operations
General Manager
Camp Bow Wow
06.2016 - 08.2019
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented creative enrichment activities that engaged dogs both mentally and physically during their stay at daycare facilities.
- Developed strong relationships with clients, fostering trust in care provided for their pets.
- Conducted thorough assessments of new dogs entering daycare to ensure compatibility with existing groups.
- Maintained clean and organized facility for optimal pet health and wellbeing.
- Stayed up-to-date on industry best practices through continuing education opportunities and professional development courses.
- Handled emergency situations calmly under pressure while prioritizing safety of the dogs in our care.
- Collaborated with other supervisors to maintain high standard of care across all aspects of the business.
Education
Clinical Pet Nutritionist
Academy of Natural Health Sciences
03.2024
Therapeutic Pet Nutrition Coach
VetFolio by NAVC, Online
06.2023
Psychology and Business Studies
Pierce College
06.2017
Skills
- Articulate and well-spoken
- Meticulous attention to detail
- Quick learner
- Tech-Savvy
- Daily Routing
- Social media content campaigns
- Social media platforms
- Employee training and development
- Scheduling
- Customer and client relations
- Data Entry
- Social Perceptiveness
- Problem resolution
- Administrative skills
- Leadership and team building
Timeline
General Manager
Petco
05.2023 - Current
Sr. Canine Nutritionist / Head of Nutrition / Social Media Manager
Fluffology
10.2021 - 04.2023
General Manager / Social Media Manager
Valley Pet Sitting
09.2019 - 10.2022
General Manager
Camp Bow Wow
06.2016 - 08.2019
Therapeutic Pet Nutrition Coach
VetFolio by NAVC, Online
Psychology and Business Studies
Pierce College
Clinical Pet Nutritionist
Academy of Natural Health Sciences
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