Jordan Wilson
Jonesboro,GA
Summary
Dynamic and results-driven professional with extensive experience at PetSmart, excelling in customer relationships and team development. Proven track record of exceeding sales targets while enhancing operational efficiency. Adept at problem-solving and fostering a collaborative environment, I effectively train staff and implement innovative strategies to boost performance and customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Store Leader
PetSmart
Loganville, GA/Lawrenceville, GA
02.2023 - Current
- Maintained a safe and clean environment for pets by regularly sanitizing living spaces and play areas.
- Handled animals safely and remained calm in different situations.
- Administered medications as prescribed to ensure the wellbeing of pets under care.
- Kept kennels clean, tidy and spaces stocked with items for pet or staff needs.
- Taught pet owners how to care for pets, manage behaviors and maintain proper nutrition.
- Documented pet care activities, immunizations and treatments delivered.
- Educated pet owners on best practices for maintaining optimal health, safety, and happiness for their animals at home.
- Completed routine check-ups to assess animal health and chronic or acute concerns.
- Helped potential adopters navigate processes, completed paperwork and assessed suitability for animal care.
- Tracked information about pet health, behavior and food and fluid intake for diagnostic purposes.
- Coordinated promotional events aimed at driving awareness of services offered ultimately leading to increased business.
- Participated in special events focused on community outreach and education about proper pet care.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Prepared regular financial reports for senior leadership, highlighting key performance indicators and trends in revenue growth and expense management.
Customer Engagement Leader
PetSmart
Dawsonville, GA/Winder, GA
09.2019 - 02.2022
- Consistently met or exceeded sales targets by building strong rapport with clients through exceptional service delivery.
- Established a culture of continuous improvement within the team, encouraging open feedback from both staff and customers alike.
- Maintained a keen eye on industry trends to ensure continued relevance of our customer engagement strategies and tactics.
- Streamlined communication channels to improve customer service response times and efficiency.
- Played an instrumental role in rolling out multiple initiatives aimed at boosting overall employee morale and commitment towards delivering top-notch customer engagement services.
- Championed the use of cutting-edge technology to streamline processes and enhance overall customer experience levels.
- Successfully resolved escalated complaints/issues – winning back disgruntled customers'' confidence in our company''s offerings.
- Enhanced customer satisfaction by promptly addressing concerns and resolving issues effectively.
- Analyzed customer data to identify trends and opportunities for improved engagement strategies.
- Responded to customer requests for products, services, and company information.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Mentored and trained new team members across various locations for career progression.
- Led coaching and development of new hire talent.
- Executed compliance with COVID-19 safety regulations.
- Supported services partners during COVID-19 protocols for seamless operational execution.
- Consistently upheld company standards while spearheading cross-training for merchandising leadership.
Associate Lead With Keys
PetSmart
Dawsonville, GA
01.2019 - 09.2019
- Enhanced team performance by providing regular coaching, guidance, and constructive feedback on individual and group tasks.
- Facilitated smooth store operations with efficient delegation and prioritization of tasks for all team members, maintaining a high level of productivity.
- Performed regular inventory audits to maintain accurate stock levels while reducing instances of shrinkage or overstocking issues.
- Maintained a positive work environment through effective communication, teamwork, and ongoing support for coworkers.
- Increased customer satisfaction by efficiently handling and resolving customer inquiries and concerns.
- Streamlined daily operations for improved efficiency through the implementation of innovative organizational systems.
- Managed opening and closing procedures, ensuring proper cash handling processes were followed consistently.
- Contributed to overall store success with excellent customer service skills, resulting in high levels of repeat business from satisfied clients.
- 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.
- Assisted in the development and implementation of employee training programs that increased overall staff competency and performance levels.
- Coordinated promotional events that drove increased foot traffic and ultimately boosted sales performance across all product categories.
- Trained new employees on company policies, best practices, and sales techniques to promote a seamless integration into the team.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Managed store personnel by delegating tasks and supervising daily operations.
- Streamlined opening and closing procedures as integral member of store staff.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- 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.
PetCare Specialist
PetSmart
Dawsonville, GA
03.2017 - 01.2019
- Maintained a safe and clean environment for pets by regularly sanitizing living spaces and play areas.
- Handled animals safely and remained calm in different situations.
- Administered medications as prescribed to ensure the wellbeing of pets under care.
- Kept kennels clean, tidy and spaces stocked with items for pet or staff needs.
- Taught pet owners how to care for pets, manage behaviors and maintain proper nutrition.
- Documented pet care activities, immunizations and treatments delivered.
- Educated pet owners on best practices for maintaining optimal health, safety, and happiness for their animals at home.
- Completed routine check-ups to assess animal health and chronic or acute concerns.
- Helped potential adopters navigate processes, completed paperwork and assessed suitability for animal care.
- Tracked information about pet health, behavior and food and fluid intake for diagnostic purposes.
- Coordinated promotional events aimed at driving awareness of services offered ultimately leading to increased business.
- Participated in special events focused on community outreach and education about proper pet care.
Education
Forsyth Central High School
2016
Skills
- Customer relationships
- Store operations
- Team development
- Staff management
- Task delegation
- Recruiting and hiring
- Policy enforcement
- Employee scheduling
- Merchandise display
- Stock management
- Sales promotions
- Sales coaching
- Loss prevention
- Human resource policies
- Policy execution
- Problem-solving
- Multitasking and organization
- Team leadership
- Verbal and written communication
- Team building and leadership
- Work Planning and Prioritization
- Operations management
- Documentation and reporting
- Payroll management
- Delegating work
- Performance reviews
- Policies and procedures
- Employee development
- Leading staff meetings
- KPI tracking
- Budget planning
- Supply ordering
- Employee coaching
- Teamwork
- Attention to detail
- Problem-solving abilities
- Adaptable and flexible
- Reliability
- Excellent communication
Accomplishments
Finished Fiscal Year 2024 ranked #70 in total company rank in a T5 location with a $70,000 variance in services sales.
Lead multiple teams in several locations through COVID-19 regulations, PetCare operational change execution, and participated in assisting 3 locations with physical building remodels.
Maintain communication efforts as the Merchandise & Process captain of the South Carolina-Georgia District.
Motivate and promote positivity amongst multiple locations during company role restructure to foster and environment of progressive growth.
Developed three current Merchandising & Inventory leaders, one current Assistant Store Leader, several Associate Leads and participated in the GetSmart training for one current Store Leader to accelerate the talent development within the South Carolina-Georgia District.
Certification
2024 ASL TAP
Timeline
Assistant Store Leader
PetSmart
02.2023 - Current
Customer Engagement Leader
PetSmart
09.2019 - 02.2022
Associate Lead With Keys
PetSmart
01.2019 - 09.2019
PetCare Specialist
PetSmart
03.2017 - 01.2019
Forsyth Central High School