Emily Pakan
PetSmart
CHICAGO,IL
8
years of professional experience
A Lead Customer Experience Manager with a proven track record in enhancing customer engagement through strategic thinking and effective communication. Expertise in fostering teamwork to drive customer satisfaction and operational efficiency. Skilled in problem resolution, employee training, and process improvement, leading to measurable increases in customer satisfaction scores and team performance. Committed to creating positive work environments that boost collaboration and engagement. Known for impactful contributions to adoption processes, ensuring smooth and successful placements. Valued for collaborative approach and adaptability, with expertise in case management and effective communication.
Work History
Lead Customer Experience Manager
4 Years 10 Months- Led cross-functional teams to enhance customer engagement strategies.
- Analyzed customer feedback to identify trends and improve satisfaction scores.
- Implemented streamlined processes for handling customer inquiries and complaints.
- Developed training programs to elevate team performance and service quality.
- Mentored staff in best practices for delivering exceptional service experiences.
- Implemented effective communication channels between staff members, resulting in increased collaboration and efficiency.
- Promoted a positive work environment that fostered teamwork, employee engagement, and professional growth among team members.
- Coordinated events or initiatives aimed at strengthening relationships with existing clients while attracting new business prospects.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Coordinated adoption processes, ensuring accurate documentation and compliance with regulations.
- Developed and maintained relationships with local shelters to enhance animal placement opportunities.
- Organized community events to raise awareness of adoption programs and engage potential pet owners.
- Provided leadership, guidance and support to staff members.
Dog Sitter
3 Years- Developed personalized care plans tailored to individual dog needs and behaviors.
- Coordinated daily activities, including walks, feeding, and playtime schedules.
- Ensured safe and engaging environments for dogs during care sessions.
- Maintained accurate records of dog health, behavior observations, and care routines.
- Maintained a clean and organized workspace for all pet sitting tasks, including cleaning up after dogs during visits or overnight stays.
- Managed pet safety and wellness in owners' absence by securing yard gates and removing items that could make pets sick.
- Exercised animals regularly with walks and rigorous play activities.
Education
High School Diploma
Skills
Customer empathy
Effective communication
Problem resolution
Teamwork and collaboration
Strategic thinking
Customer engagement strategies
Attention to detail
Time management
Active listening
Emotional intelligence
Timeline
Lead Customer Experience Manager
PetSmart
10.2021 - CurrentRead More
Dog Sitter
Family Practice
04.2018 - 04.2021Read More
Chicago High School For Agricultural Sciences
High School Diploma
Read More