Summary
Overview
Work History
Education
Skills
Timeline
Generic

Charles Comer

Poinciana

Summary

Dynamic leader with a proven track record at Petsmart, adept in strategic thinking and relationship building. Excelled in enhancing customer engagement and satisfaction, boosting retention by leveraging analytics and creative engagement strategies. Skilled in teamwork and organizational skills, consistently achieving exceptional team performance and customer service excellence.

Overview

11
11
years of professional experience

Work History

Customer Engagement Manager

Petsmart
05.2022 - Current
  • Enhanced customer satisfaction by implementing effective engagement strategies and personalized interactions.
  • Increased repeat business through exceptional customer service delivery and relationship building techniques.
  • Leveraged analytics tools to track customer engagement and satisfaction levels, allowing for continuous improvement of processes and strategies.
  • Streamlined internal workflows by introducing automation tools for better tracking of customer interactions, reducing manual tasks for the team.
  • Developed comprehensive customer engagement plans, resulting in improved retention rates and increased brand loyalty.
  • Championed a culture of exceptional customer service within the organization, setting high standards for team performance and leading by example.
  • Conducted regular staff training sessions on best practices in customer engagement, improving overall team performance and communication skills.

Customer Service Leader

Petco Animal Supplies Stores Inc.
05.2020 - 04.2022
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Reviewed associate performance to identify training needs.
  • Increased customer retention with personalized service, building long-term relationships based on trust and loyalty.
  • Managed escalated customer concerns with professionalism, empathy, and tactful negotiation skills that resulted in satisfactory resolutions for all parties involved.

Merchandise Manager

Best Buy
04.2019 - 04.2020
  • Boosted sales performance by effectively managing merchandise assortments and inventory levels.
  • Motivated and mentored merchandise team to achieve high performance and job satisfaction.
  • Enhanced visual presentation of products, driving customer engagement and boosting sales conversion rates.
  • Monitored inventory levels and made necessary adjustments to maximize sales and profits.
  • Reviewed customer feedback to identify trends and improve product selection.
  • Completed efficient store resets to prepare store for special promotions and seasonal updates.
  • Maintained updated product knowledge to successfully educate and advise customers.
  • Launched seasonal merchandise assortments in alignment with key industry events ensuring timely availability of products.
  • Championed a culture of continuous improvement within the team, promoting collaboration, feedback, and best practice sharing.
  • Ensured seamless integration of new products into existing assortments through thorough analysis of customer preferences and market trends.

Receiving Team Lead

Target
04.2018 - 04.2019
  • Enhanced team productivity by providing ongoing training and coaching to staff members.
  • Maintained a safe and clean working environment, adhering to company policies and OSHA regulations.
  • Expedited order processing by efficiently unloading, inspecting, and sorting incoming shipments.
  • Supported cross-functional teams during busy periods or absences, ensuring uninterrupted operations across departments.
  • Reduced errors in inventory management through diligent oversight and accurate data entry.
  • Increased accuracy in inventory control with thorough record-keeping and regular cycle counts.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
  • Processed invoices and order forms for goods received and shipped for proof of transactions.

Receiving Team Lead

Academy Sports and Outdoors
02.2015 - 04.2018
  • Enhanced team productivity by providing ongoing training and coaching to staff members.
  • Conducted performance evaluations for team members, identifying areas for improvement and recognizing achievements.
  • Contributed to continuous improvement initiatives within the company by proactively identifying areas for refinement within the receiving process.
  • Streamlined material handling processes for easier access to frequently used items, reducing retrieval times.
  • Optimized workflow by establishing clear work schedules and delegating tasks according to individual strengths.
  • Ensured customer satisfaction by promptly addressing discrepancies in received goods and resolving issues effectively.
  • Promoted an inclusive workplace culture that encouraged teamwork, collaboration, respect among team members.
  • Reduced errors in inventory management through diligent oversight and accurate data entry.

Receiving Team Member

Kmart, Sears Holding
01.2014 - 02.2015
  • Facilitated swift resolution of shipping-related disputes by providing clear documentation of all relevant details surrounding problematic orders.
  • Moved loads with correct and safe use of forklifts and pallet jacks.
  • Put together pallets for restocking and sales teams to replenish sales floor.
  • Mitigated safety hazards through strict adherence to company guidelines during unloading and handling of materials.
  • Maintained accurate computer inventory by entering data from incoming and new shipments.
  • Operated handheld scanners to quickly track movements between trucks, storage and sales floor.
  • Adhered to storage plans with proper product placement and organization.

Education

High School Diploma -

Rock Hill High School
Rock Hill, SC

Skills

  • Creative mindset
  • Customer segmentation
  • Strategic thinking
  • Engagement strategy
  • Teamwork
  • Customer service
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Organizational skills
  • Adaptability and flexibility
  • Relationship building

Timeline

Customer Engagement Manager

Petsmart
05.2022 - Current

Customer Service Leader

Petco Animal Supplies Stores Inc.
05.2020 - 04.2022

Merchandise Manager

Best Buy
04.2019 - 04.2020

Receiving Team Lead

Target
04.2018 - 04.2019

Receiving Team Lead

Academy Sports and Outdoors
02.2015 - 04.2018

Receiving Team Member

Kmart, Sears Holding
01.2014 - 02.2015

High School Diploma -

Rock Hill High School

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Charles Comer