Brooke Roach
Summary
I am a dynamic leader with a proven track record at Pet Smart, I excel in strategic planning and team management, significantly boosting employee retention and customer satisfaction. Skilled in salon safety and employee development, my approach enhances team performance and operational excellence, aligning with key Pet Smart desired skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Pet Salon Leader
Pet Smart
09.2022 - Current
- Maintains staff schedules.
- Enhanced team performance by providing regular coaching, guidance, and constructive feedback.
- Oversee salon associates performance, safety, customer experience, facility cleanliness, and sales.
- Worked to continuously increase salon business through add-ons, store promotions, and servicing the pet parents.
- Hiring, training/teaching, and retention efforts to build a cohesive and talented team of professionals.
- Ordering salon supplies.
- Ensuring all salon associates are maintaining grooming tools in optimal condition for daily use.
- Grooming dogs and cats.
- Hiring and interviewing.
Pet Stylist, Stylist in Training, Grooming Trainee
Pet Smart
09.2019 - 09.2022
- Provided exceptional customer service, addressing any questions or concerns promptly and professionally to ensure satisfaction with each grooming experience.
- Built strong client relationships through excellent communication and customer service skills, leading to increased repeat business.
- Selected appropriate shampoos and conditioners for various coat and skin types by discussing concerns, sensitivities and allergies with pet owners. By recommending add-ons.
- Grooming dogs and cats.
Pet Bather
Pet Smart
06.2019 - 09.2019
- Educated customers on proper pet care, grooming maintenance, and product recommendations to support the health and well-being of their pets.
- Maintained a safe and sanitary work environment to ensure the health of both pets and staff members.
- Answering phone, booking appointments.
- Bathing, drying, sanitary/feet trimming, trimming/ grinding toe nails, brushing, and cleaning dog's ears.
Associate Lead
Pet Smart
02.2016 - 06.2019
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Run register
- Set merchandise displays and new plan o grams.
- Put signage and price tags up for new promotions.
- Assist customers on the phone.
- Work incoming and overstock products.
- Endure our pricing is correct and well maintained.
Store Leader
Pet Smart
12.2010 - 02.2016
- Planned optimal workflow through successful scheduling and task delegation.
- Involved associates in decision-making processes to empower team and drive continued successes.
- Established open communication channels with employees to encourage feedback sharing and improve team dynamics.
- Achieved sales targets consistently by motivating team members and creating a positive work environment.
- Optimized staff performance through regular evaluations, coaching sessions, and goal-setting initiatives.
- Set example for customer service by expertly handling challenging situations and modeling positive behaviors to team members.
- Improved employee retention rates through fostering a supportive work culture that promoted growth opportunities.
- Boosted customer satisfaction by implementing efficient store operations and addressing customer concerns promptly.
- Worked closely with district leader and corporate leaders on strategic planning initiatives and implemented action plans.
- Oversee safety, customer experience, and operational excellence.
Operations Manager
Pet Smart
06.2009 - 12.2010
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Create optimal scheduling for the customers needs.
Education
High School Diploma -
Warren County High School
Front Royal, VA06-2003
Skills
- Problem-solving skills
- Decision-making skills
- Team management
- Employee motivation
- Task delegation
- Strategic planning
- Employee development
- Salon safety
- Problem-solving
- Time management
- Reliability
- Team collaboration
Certification
Safety Certification 2004
Pet Stylist Certification 2020
Cat Grooming Certification 2022
Timeline
Pet Salon Leader
Pet Smart
09.2022 - Current
Pet Stylist, Stylist in Training, Grooming Trainee
Pet Smart
09.2019 - 09.2022
Pet Bather
Pet Smart
06.2019 - 09.2019
Associate Lead
Pet Smart
02.2016 - 06.2019
Store Leader
Pet Smart
12.2010 - 02.2016
Operations Manager
Pet Smart
06.2009 - 12.2010
Safety Certification 2004
Pet Stylist Certification 2020
Cat Grooming Certification 2022
High School Diploma -
Warren County High School
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