Desiree Pena
San Antonio,TX
Summary
Compassionate and dedicated animal welfare professional with extensive experience in adoption center operations, canine husbandry, and community outreach. Familiar with the medical needs of pets in San Antonio and the unique challenges the city faces, committed to furthering the missions of local animal welfare organizations. Skilled in adoption processes, staff and volunteer training, and customer engagement, with a proven ability to enhance animal care standards and create positive experiences for both animals and the public.
Overview
12
12
years of professional experience
Work History
Adoption Center Supervisor
Animal Defense League of Texas
05.2024 - Current
- Oversaw daily operations of the Paul Jolly Center, including medical compliance, building maintenance, and adherence to ACS inspection standards.
- Supervised adoption operations and partnered with leadership to refine procedures, improve workflows, and support organizational goals.
- Managed and developed staff through hiring, scheduling, payroll, performance management, training, and recognition.
- Trained employees and volunteers on adoption procedures, kennel operations, customer service, and organizational policies.
- Coordinated the Petco Pavilion event calendar with internal teams and external partners to fulfill contract requirements and support community engagement.
- Served as the primary point of contact for customer service and community relations, resolving escalated concerns with professionalism and care.
- Acted as a liaison between the center and other departments to ensure clear communication, operational consistency, and timely updates.
- Monitored compliance with financial procedures, including POS accuracy, money handling, and standardized accounting practices.
- Tracked KPI performance and budget goals while supporting retail operations, inventory management, and revenue generation.
- Led staff meetings, delegated operational tasks, and maintained flexibility to support staffing needs and overall organizational functions.
Lead Pet Service Specialist
Animal Defense League of Texas
07.2021 - 05.2024
- Supported daily canine husbandry and adoption operations, including dog handling, matchmaking, and customer service.
- Administered medications and vaccinations while maintaining accurate medical records and timely documentation.
- Trained staff and volunteers on animal handling, adoption procedures, safety standards, and organizational policies.
- Assisted with hiring, onboarding, performance management, and staff development.
- Ensured compliance with OSHA, facility, and inspection standards while supporting maintenance and operational readiness.
- Served as a key customer service contact, resolving escalated concerns and supporting adopters, visitors, and community members.
- Collaborated across departments and with leadership to improve procedures, training, KPI performance, and overall adoption center operations.
Pet Service Specialist
Animal Defense League of Texas
12.2019 - 07.2021
- Cleaned and sanitized kennels, cages, and associated equipment to maintain a safe and hygienic environment for animals.
- Ensured all animals were fed daily and had continuous access to fresh, clean water.
- Greeted and assisted customers and prospective adopters, providing a welcoming and informative experience.
- Answered questions about animals and highlighted their unique qualities to help match them with suitable adopters.
- Promoted responsible pet ownership by educating customers on proper animal care and adoption considerations.
Key Holder
Estilo Boutique & Gifts
03.2019 - 12.2019
- Delivered high-quality customer service to in-store and phone customers, ensuring a welcoming and positive experience.
- Provided personalized product recommendations based on customer needs and preferences.
- Processed customer transactions accurately and efficiently while maintaining a friendly, professional demeanor.
- Built strong customer relationships by creating a warm, personalized shopping experience.
- Opened and prepared the store for daily operations, ensuring readiness and organization.
- Worked effectively both independently and collaboratively to support daily store operations.
Sales Associate (Bartender)
Alex and Ani
07.2018 - 03.2019
- Assisted customers in selecting jewelry for personal wear and gift purchases, providing thoughtful and personalized recommendations.
- Used consultative questions to understand customer preferences, lifestyle, and purchasing needs.
- Processed incoming shipments, organized inventory, and merchandised new pieces on the sales floor.
- Delivered attentive, individualized customer service from initial greeting through purchase completion.
- Handled register transactions accurately and followed up with thank-you emails to enhance the customer experience and build client relationships.
Assistant Store Manager
Pet Supermarket
01.2014 - 03.2018
- Coordinated staff scheduling to maintain appropriate coverage and support efficient store operations.
- Assisted store leadership with daily operations, team support, and overall performance management.
- Monitored inventory and supported ordering processes to ensure consistent product availability.
- Delivered floor support by assisting customers, answering employee questions, and facilitating purchases.
- Contributed to staff communication and engagement through coordination of quarterly team meetings.
- Participated in community outreach events to promote pet welfare and strengthen organizational visibility.
Education
Diploma -
Judson High School
Converse, TX06.2009
Skills
- Team management
- Data analytics
- Strategic planning
- Employee development
- Time management
- Task prioritization
- Adaptable
- Animal Husbandry
- Interpersonal communication
Timeline
Adoption Center Supervisor
Animal Defense League of Texas
05.2024 - Current
Lead Pet Service Specialist
Animal Defense League of Texas
07.2021 - 05.2024
Pet Service Specialist
Animal Defense League of Texas
12.2019 - 07.2021
Key Holder
Estilo Boutique & Gifts
03.2019 - 12.2019
Sales Associate (Bartender)
Alex and Ani
07.2018 - 03.2019
Assistant Store Manager
Pet Supermarket
01.2014 - 03.2018
Diploma -
Judson High School