Erica Lindsey
Vacaville,CA
Summary
Dynamic Assistant store Leader at PetSmart with a proven track record in enhancing customer satisfaction and loyalty through exceptional service and innovative loyalty programs. Skilled in problem-solving and team development, I successfully trained staff, improved engagement initiatives, and consistently driving sales targets, and continuous improvement.
Experienced with team leadership, customer service, and operational efficiency. Utilizes strategic planning to enhance store performance and staff productivity. Track record of fostering positive, results-driven environment.
Overview
6
6
years of professional experience
Work History
Assistant Store Manager
PetSmart
02.2025 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- An advocate to helping others succeed by providing feedback in the moment and mentoring others success in behavior metrics.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Assisted the Store Manager in analyzing P&L to identify trends and make informed decisions for improving overall store performance.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
Customer Engagement Leader
PetSmart
05.2023 - 02.2025
- Spearheaded efforts in developing a comprehensive knowledge base on products/services offered – enabling swift resolution of client inquiries.
- Consistently met or exceeded sales targets by building strong rapport with clients through exceptional customer service
- Developed training materials and conducted workshops, boosting team performance in customer engagement initiatives.
- Enhanced customer satisfaction by promptly addressing concerns and resolving issues effectively.
- Played an instrumental role in rolling out multiple initiatives aimed at boosting overall employee morale and commitment towards delivering top-notch customer engagement services.
- Established a culture of continuous improvement within the team, encouraging open feedback from both staff and customers alike.
- Successfully resolved escalated complaints/issues – winning back disgruntled customers'' confidence in our company''s offerings.
- Introduced innovative loyalty programs, incentivizing repeat business and referrals from satisfied customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Maintained customer retention by initiating and offering unique discount options such as app activation and member conversion.
Associate Lead With Keys
PetSmart
01.2021 - 04.2023
- Provided exceptional leadership during shifts as Associate Lead with Keys, addressing any conflicts or challenges that arose swiftly and professionally.
- Improved merchandise presentation by creating visually appealing displays that showcased current trends and seasonality effectively.
- Maintained a positive work environment through effective communication, teamwork, and ongoing support for coworkers.
- Performed regular inventory audits to maintain accurate stock levels while reducing instances of shrinkage or overstocking issues.
- Managed opening and closing procedures, ensuring proper cash handling processes were followed consistently.
- Increased customer satisfaction by efficiently handling and resolving customer inquiries and concerns.
- Contributed to overall store success with excellent customer service skills, resulting in high levels of repeat business from satisfied clients.
- Facilitated smooth store operations with efficient delegation and prioritization of tasks for all team members, maintaining a high level of productivity.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Performed cash, card, and check transactions to complete customer purchases.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Developed strong rapport with customers and created positive impression of business.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Prioritized helping customers over completing other routine tasks in store.
Merchandise Inventory Leader
PetSmart
02.2019 - 05.2020
- Provided excellent customer service by addressing inquiries promptly, resolving issues effectively, and offering knowledgeable advice on product selection.
- Conducted employee training sessions on inventory procedures, enhancing overall competency in managing store merchandise levels.
- Developed strong vendor relationships, negotiating favorable terms and ensuring timely deliveries of products.
- Utilized advanced inventory management software such as SAP to monitor stock levels accurately and generate detailed reports for review by upper management.
- Completed out of date procedure to improve UPT and code 35 budgets.
- Improved merchandise inventory accuracy by conducting regular audits and implementing efficient tracking systems.
- Reduced inventory shrinkage through diligent monitoring, loss prevention strategies, and staff training initiatives.
- Implemented an efficient system for receiving merchandise shipments, expediting processing times and availability on the sales floor.
- Maintained a clean, organized stockroom environment that facilitated easy product retrieval and replenishment efforts.
- Completed physical inventory counts each month.
- Picked and packed order items.
- Kept work areas neat, clean and free from debris.
- Followed orders precisely for correct items, sizes and quantities.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Stocked designated items on shelves, end caps and displays.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Interacted with guests in friendly and knowledgeable way.
- Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
- Stocked shelves to match planogram images and instructions.
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools and supplies.
- Greeted customers and directed to requested products.
- Transported merchandise pallets to move in warehouse.
- Stocked warehouse efficiently by comparing item numbers with storage locations.
- Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules.
- Disposed of damaged or defective items or coordinated returns to vendors for covered items.
- Greeted store customers and discussed needs.
- Updated pricing by changing labels and signage for short-term promotions and final clearances.
- Updated merchandise pricing to match new values and special promotional rates.
- Maintained store assets with effective loss prevention strategies.
- Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
- Developed plan-o-grams and layouts that maximized sales.
- Planned and scheduled projects and directly performed installations.
Education
GED -
Berkeley Adult School
Berkeley, CA01-2002
Skills
- Customer service
- Problem-solving
- Multitasking and organization
- Time management
- Relationship building
- Team development
- Customer experience
- Customer service and engagement
- Team building and leadership
Timeline
Assistant Store Manager
PetSmart
02.2025 - Current
Customer Engagement Leader
PetSmart
05.2023 - 02.2025
Associate Lead With Keys
PetSmart
01.2021 - 04.2023
Merchandise Inventory Leader
PetSmart
02.2019 - 05.2020
GED -
Berkeley Adult School
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