Summary
Overview
Work History
Education
Skills
Timeline
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Christina Santiago

Pittsburgh,PA

Summary

Goal-oriented leader with proven record of success in exceeding sales and customer satisfaction ratings. Manages and empowers employees to deliver exceptional customer service and sales. Steward of fostering a welcoming , forward thinking and diverse work environment.

Overview

20
20
years of professional experience

Work History

Store Leader

PetcoAnimal Supplies, Inc.
Pittsburgh, PA
02.2017 - Current
  • Analyzed metrics and reports to develop sales strategy to improve average $ baskets size, selling culture, and partner productivity to achieve 4% sales growth (Yearly profits average $3.2 million USD at current location).
  • Developed selling culture/strategies to empower partners to achieve sales goals and brand awareness
  • Hired, trained, developed, managed and motivates a team to drive sales through effective leadership and merchandising techniques
  • Independently prioritized and accomplished leadership tasks by effectively planning and managing workload, delegating work and supervising department level leaders.
  • Managed and controlled Shrink concerns resulting in a decrease of .34% YTD
  • Completed and ensured the completion of deposit worksheets, store sales logs and supply orders
  • Managed the appropriate stock levels of live animals and top selling product SKUs
  • Utilized office automation programs, Excel, Word, to complete business analysis and sales strategies
  • Resolved complaints including partner concerns and non-routine guest complaints

Guest Experience Leader

Petco Animal Supplies Inc
Harrisburg, PA
04.2015 - 02.2017
  • Trains all store partners in promoting and supporting the Pet Services and guest experience through GUEST+ engagement.
  • Leads store execution, training, communication and maintenance of company Pet Services (Grooming Salon and Dog Training) initiatives as well as guest centric programs
  • Ensure store achieves the Petco established goals and metrics for Pet Services as well as guest centric programs
  • Responsible for meeting or exceeding the store budget, with regard to sales, profit measures and expense controls, shrink, and the reduction of accidents
  • Merchandise store fixtures and endcaps to ensure pricing accuracy and attractive presentation
  • Work with company vendors/contractors to properly fix issues relating to store supplies, facilities, supplying live animals and inventory delivery

Inventory Department Manager

Petco Animal Supplies Inc
Indiana, PA
09.2014 - 04.2015
  • Complete Inventory reports and coordinate with the General Manager to plan the yearly physical inventory for the store
  • Merchandize departments to increase customer engagement
  • Maintain planogram integrity and train partners to perform this task
  • In partnership with the GM/AM ensure proper store scheduling is being maintained to ensure customer service during peak hours
  • Ensure 100% pricing accuracy, including verifying all pricing labels are up and are accurate regarding correct price and current offer date
  • Work with company vendors/contractors to properly fix issues relating to store supplies, facilities, supplying live animals and inventory delivery.
  • Scanned and entered new inventory, updated numbers and investigated variances.
  • Oversaw daily cycle counts and weekly audits.

Dog & Cat Department Manager

Petco Animal Supplies Inc
Indiana, PA
08.2013 - 09.2014
  • Provide training and coaching in GUEST (customer service) and product knowledge to associates daily on the sales floor and on an ongoing basis
  • Ensure Operational Standards of Excellence are maintained in every department • Communicate all situations and/or conditions that affect the store to the GM/AM (e.g.
  • Customer complaints, item requests, inadequate inventory levels, etc.)
  • Perform duties and assume responsibility as Manager on Duty (MOD) as needed • Provide nutritional assistance to customers for their pets •
  • Rotate inventory and ensure proper disposal of expired items.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Contributed to client retention by consistently providing outstanding customer service to both clients and pets.

PLCB Grant Graduate Coordinator

Alcohol, Tobacco & Other Drugs; Center For Health
Indiana, PA
09.2010 - 12.2012
  • Worked on a cross-functional team to develop a social norming campaign including: survey design, data collection and analysis, marketing strategy development and implementation and campus presentations
  • Developed advertisements, flyers and handouts using various designing software programs to promote social norming campaigns targeting students for PLCB grant campaign
  • Developed surveys and created statistical analysis reports using various software programs (Excel, Qualtrics, and partially SPSS)
  • Developed and presented alcohol education workshop for freshman orientation
  • Facilitated programs centered on issues of alcohol, substance abuse and other drug use
  • Organized and implemented a concert series providing alternative programming to students
  • Created purchase requests and updated organization budget

Park Ranger, Division of Interpretation and Ed

National Park Service
Bushkill, PA
05.2010 - 08.2011
  • Provided information and guidance for park visitors, answered questions and inquiries and suggested trails for hiking
  • Answer in-coming calls and provide information to callers as requested
  • Plan and implement various educational programs centered around natural geological features and native wildlife
  • Assist with recreational programs for disadvantage youth from urban areas
  • Operate and complete sales transactions for store
  • Assist and lead nature walks with park visitor.
  • Patrolled all areas by foot and vehicle to assess park conditions and notified maintenance department regarding trash and debris.
  • Informed visitors of current and recurring dangers including wildlife, terrain and inclement weather.

Office Automation Clerk

Human Resource Office, National Park Service
Bushkill, PA
05.2005 - 05.2010
  • Utilize various office automation software applications and office equipment to perform clerical related tasks; including but not limited to faxing, filing, preparing documents, letters, databases and other reports
  • Assist employees with Personnel questions relating to benefits, payroll and sick leave
  • Manage confidential records and employee databases
  • Assist HR specialist with employee complaints and OPA files
  • Assist Contract Specialist with the filing, faxing and copying of confidential documents Achievements
  • Cataloged and managed department records and files for prompt and efficient retrieval.
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.

Education

MBA -

Eberly College of Business & IT, Indiana University of Pennsylvania
Indiana, PA
05.2012

B.S - Business – Entrepreneurship and Small Business

Eberly College of Business & IT, Indiana University of Pennsylvania
Indiana, PA

Skills

  • Leadership
  • Coaching and training
  • Business/Statistical analysis
  • Marketing strategy development
  • Database Development
  • Inventory Management
  • Managing
  • Customer Service
  • Sales plan development
  • Survey Design and data collection
  • Payroll
  • Budget Planning

Timeline

Store Leader

PetcoAnimal Supplies, Inc.
02.2017 - Current

Guest Experience Leader

Petco Animal Supplies Inc
04.2015 - 02.2017

Inventory Department Manager

Petco Animal Supplies Inc
09.2014 - 04.2015

Dog & Cat Department Manager

Petco Animal Supplies Inc
08.2013 - 09.2014

PLCB Grant Graduate Coordinator

Alcohol, Tobacco & Other Drugs; Center For Health
09.2010 - 12.2012

Park Ranger, Division of Interpretation and Ed

National Park Service
05.2010 - 08.2011

Office Automation Clerk

Human Resource Office, National Park Service
05.2005 - 05.2010

MBA -

Eberly College of Business & IT, Indiana University of Pennsylvania

B.S - Business – Entrepreneurship and Small Business

Eberly College of Business & IT, Indiana University of Pennsylvania

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