James Cavanaugh
Addison,TX
Summary
Highly-motivated customer service and development professional with 4 years of experience as a Development Coach and 6 months of SWAT/PAL experience, enhancing performance through effective teaching methods and mentorship.
Most recently having 1 year of Tiger Team experience becoming adept at resolving escalated issues and customers.
Overview
15
15
years of professional experience
Work History
Customer Service Tiger Team Specialist
Chewy Inc.
Richardson, Texas
01.2025 - Current
- Resolved escalated customer issues to maintain positive relationships and loyalty.
- Assisted escalated customers with product inquiries and resolving complaints promptly and professionally.
- Guided less experienced staff members to improve their knowledge base.
Development Coach
Chewy Inc.
Ricahrdson, TX
01.2021 - 01.2025
- Gained in-depth knowledge of Chewy procedures and products through extensive training and hands-on experience, enabling effective coaching.
- Tailored teaching methods to align with individual agent learning styles, fostering engagement and comprehension.
- Assessed agent retention of new material via retention checks and assessments to enhance training effectiveness.
SWAT Team Specialist
Chewy Inc.
Richardson, Texas
07.2020 - 01.2021
- Partnered with Chewy Trainers to pinpoint training needs and address identified gaps.
- Modified teaching methods to align with needs of individual learners and groups for improved engagement.
- Assessed training effectiveness using participant feedback and assessments to enhance future sessions.
- Presented training objectives to trainees and expectations Chewy requires of trainees.
Brand Ambassador
Chewy Inc.
Richardson, Texas
06.2020 - 12.2020
- Assisted in organizing promotional activities such as pet food demonstrations and assisted with set up of office events
- Trained Chewy representatives on product benefits and usage to improve customer engagement.
- Updated knowledge of product offerings and pet care trends to provide informed support to customers.
Customer Service Representative
Chewy Inc.
Dallas, TX
08.2018 - 07.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer inquiries through various communication channels.
Retail Sales Associate
Pet Supplies Plus
09.2011 - 08.2018
- Welcomed customers to enhance shopping experience, assisting with pet product inquiries, selections, and purchases.
- Delivered exceptional customer service, addressing inquiries about customers' pets and products and resolving issues promptly.
- Developed strong relationships with repeat clients, fostering loyalty and encouraging return visits.
Education
GED -
J. J. Pearce High School
Richardson, TXCommunications
Richland College
Dallas, TXSkills
- Escalation management
- Product knowledge
- Training and Development
- Coaching techniques
- Performance assessment
- Supervision and leadership
- Metric analysis
Timeline
Customer Service Tiger Team Specialist
Chewy Inc.
01.2025 - Current
Development Coach
Chewy Inc.
01.2021 - 01.2025
SWAT Team Specialist
Chewy Inc.
07.2020 - 01.2021
Brand Ambassador
Chewy Inc.
06.2020 - 12.2020
Customer Service Representative
Chewy Inc.
08.2018 - 07.2020
Retail Sales Associate
Pet Supplies Plus
09.2011 - 08.2018
GED -
J. J. Pearce High School
Communications
Richland College