Summary
Overview
Work History
Education
Skills
Timeline
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Kaitlyn Johnson

Folsom,CA

Summary

Passionate professional with proven track record of leadership excellence. Skilled in strategic planning, team collaboration, and driving projects to successful completion. Strong focus on fostering collaborative environment, ensuring adaptability, and delivering impactful outcomes. Known for effective communication, problem-solving acumen, and unwavering reliability in dynamic settings.

Overview

9
9
years of professional experience

Work History

PetsHotel Leader

PetSmart
06.2022 - 03.2024
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Trained employees on hotel services and assigned duties.
  • Oversaw day-to-day activities of 27 employees in the PesHotel, fostering inspiring atmosphere to optimize employee experiences and championed change initiatives.
  • Finalized new hires processing and led training programs.
  • Overcame challenging deadlines and resource limitations by reengineering and focusing on priority tasks.
  • Mentored junior staff members, helping them develop leadership skills and advance their careers within the organization.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Managed budgets and resources, ensuring optimal allocation towards achieving organizational objectives.
  • Optimized customer experience by delivering superior services while maintaining a clean and welcoming reception area.
  • Handled sensitive guest information with discretion, adhering to strict data privacy guidelines set forth by the company.
  • Managed high call volume with exceptional telephone etiquette, resulting in positive feedback from guests.
  • Processed financial transactions accurately using property management software systems while safeguarding against fraud or theft attempts at all times.
  • Resolved guest complaints promptly, fostering an atmosphere of understanding and goodwill.
  • Coordinated customer scheduling, correct medical forms, check-in, check-out and payments for billing.
  • Managed accurate records of vaccinations and medical history for each dog under care, ensuring compliance with state regulations.
  • Increased client retention with excellent communication skills, providing regular updates on their pet's wellbeing.
  • Administered medications as needed, ensuring proper dosages and timely administration for optimal health outcomes.
  • Enhanced facility cleanliness, minimizing risk of disease transmission among dogs in the facility.
  • Delivered exceptional customer service when answering phone calls or responding to email inquiries about services offered.
  • Supported dog owners in managing behavioral issues through consistent training methods and guidance.
  • Followed pet care instructions for dietary needs and medication regimens.

Customer Engagement Manager

PetSmart
10.2020 - 06.2022
  • Directly manage and train the pet care husbandry and retail associate teams consisting of 13 employees while overseeing service teams in the hotel & grooming areas. Resolve staff member conflicts by listening to concerns and finding the appropriate middle ground.
  • Develop and maintain a successful team environment with communication and team-building activities.
  • Encourage continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.
  • Cross-train and onboard new employees to maximize team agility and performance. Implemented systems and procedures to build teams and gain knowledge on merchandise, services, and the pets in our care.
  • Expand cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
  • Consult with all store teams on established best practices and process improvements to ensure the best customer caring culture for all pet parents.
  • Provide excellent customer service in person, over the phone, and via email by actively listening and deescalating stressful customer situations quickly in a calm manner.
  • Achieve sales goals and service targets by cultivating and securing new customer relationships.
  • Increase sales volume and return customers by organizing promotional events, demonstrating products, creating consumer awareness, branding, and acquisition initiatives.
  • Prepare and implement strategic growth plans for the store based on company goals and expectations and create excel spreadsheets to assist.
  • Design displays to deliver interactive, engaging, and memorable store experiences for pet parents.
  • Retain relationships with vendors and manufacturer reps to keep steady insight on product availability and recalls.
  • Accept and process customer returns, cash, credit, and checks. Along with ordering and receiving cash orders from the bank weekly.
  • Accurately counting cash and performing closing and/or opening duties on registers.
  • Administer medications intravenously, orally, or topically to store-owned and customer-owned pets while keeping logs of any and all treatments and changes in behavior or condition.
  • Designed training manuals and education techniques to train associates in pet care husbandry and education for new pet parents.
  • Collect fecal samples for store-owned pets for veterinary testing.
  • Assist in blood taking, euthanasia, and disease management alongside veterinarians.
  • Worked flexible hours across night, weekend and holiday shifts in all areas of the store: salon, hotel, retail, pet care.

Associate Lead With Keys

PetSmart
11.2019 - 10.2020
  • Manage the pet care department consisting of 4 associates
  • Develop and maintain a successful team environment with communication and team-building activities.
  • Encourage continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.
  • Handle any customer complaints and problems that happen within the salon, pethotel, or retail portions of the store with great concern and a peaceful manner.
  • Provide excellent customer service and knowledge on all pets in our care and the husbandry that is needed for each.
  • Hands-on learning with pet parents on merchandise and pets.
  • Prepare and implement strategic growth plans for the store based on company goals and expectations and create excel spreadsheets to assist.
  • Design displays to deliver interactive, engaging, and memorable store experiences for pet parents.
  • Retain relationships with vendors and manufacturer reps to keep steady insight on product availability and recalls.
  • Accept and process customer returns, cash, credit, and checks. Along with ordering and receiving cash orders from the bank weekly.
  • Accurately counting cash and performing closing and/or opening duties on registers.
  • Administer medications intravenously, orally, or topically to store-owned and customer-owned pets while keeping logs of any and all treatments and changes in behavior or condition.
  • Collect fecal samples for store-owned pets for veterinary testing.
  • Worked flexible hours across night, weekend and holiday shifts in all areas of the store: salon, hotel, retail, pet care.

Marine Husbandry Team Member

SeaQuest
11.2018 - 11.2019
  • Inspected equipment and conducted basic repairs to keep machinery operational.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Adjusted equipment to meet different productivity levels.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays and busy periods, working different stations to provide optimal coverage and meet production goals.
  • Developed strong cooperative relationships with coworkers and managers.
  • Reported violations of regulations, applicable laws and company policies immediately and took appropriate action.
  • Assisted senior staff with blood analyses and physical assessments.
  • Recorded symptoms and documented medical observations to inform treatment decisions, while also treating minor injuries and ailments and contacted veterinarians to obtain treatment for animals with serious illnesses or injuries.
  • Restrained land and aquatic animals safely during exams and procedures.
  • Monitored salt and freshwater quality and took steps to maintain all aquariums at optimal levels.
  • Factored-in abilities, needs, and interests of participants in the development of events and snorkel programs.
  • Trained staff members on conducting events and following safety procedure
  • Coordinated and led snorkel and guest activities for both small and large groups while keeping the snorkel and dive equipment and facilities organized and maintained.
  • Created and maintained habitat standards for each species, both aquatic and land-derived.

Merchandising and Inventory Manager

PetSmarrt
02.2017 - 11.2018
  • Collaborated with purchasing and production to maintain levels of quality and on-hand inventory.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Rotated stock according to dates and protocols along with surveying out-of-date checks weekly.
  • Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
  • Offered hands-on assistance to customers, assessing needs and creating a positive outcome by projecting a friendly and knowledgeable attitude in all sections of the store.
  • Provided sales feedback to upper management to address concerns in sales reports and turns in growths.
  • Monitored and recorded inventory levels and kept adequate stock in product displays on sales floor.
  • Updated pricing and signage to complete product displays and educate customers.
  • Increase sales volume and return customers by organizing promotional events, demonstrating products, creating consumer awareness, branding, pricing, and acquisition initiatives.
  • Prepare and implement strategic growth plans for the store based on company goals and expectations and create excel spreadsheets to assist.
  • Design displays and plan-o-grams to deliver interactive, engaging, and memorable store experiences for pet parents.
  • Retained relationships with vendors and manufacturer reps to keep steady insight on product availability and recalls.
  • Accept and process customer returns, cash, credit, and checks. Along with ordering and receiving cash orders from the bank weekly.
  • Accurately counted cash and perform closing and/or opening duties on registers.
  • Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools and supplies.
  • Disposed of damaged or defective items or coordinated returns to vendors for covered items.
  • Worked flexible hours across night, weekend and holiday shifts in all areas of the store: salon, hotel, retail, pet care.

Associate Lead With Keys

PetSmart
10.2016 - 02.2017
  • Manage the pet care department consisting of 6 associates
  • Develop and maintain a successful team environment with communication and team-building activities.
  • Encourage continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.
  • Handle any customer complaints and problems that happen within the salon, pethotel, or retail portions of the store with great concern and a peaceful manner.
  • Provide excellent customer service and knowledge on all pets in our care and the husbandry that is needed for each.
  • Hands-on learning with pet parents on merchandise and pets.
  • Prepare and implement strategic growth plans for the store based on company goals and expectations and create excel spreadsheets to assist.
  • Design displays to deliver interactive, engaging, and memorable store experiences for pet parents.
  • Retain relationships with vendors and manufacturer reps to keep steady insight on product availability and recalls.
  • Accept and process customer returns, cash, credit, and checks. Along with ordering and receiving cash orders from the bank weekly.
  • Accurately counting cash and performing closing and/or opening duties on registers.
  • Administer medications intravenously, orally, or topically to store-owned and customer-owned pets while keeping logs of any and all treatments and changes in behavior or condition.
  • Collect fecal samples for store-owned pets for veterinary testing.

Pet Products Associate

PetSmart
06.2015 - 10.2016
  • Administer medications orally or topically to store-owned and customer-owned pets while keeping logs of any and all treatments and changes in behavior or condition.
    Collect fecal samples for store-owned pets for veterinary testing.
  • Worked to meet or exceed special targets for credit card applications, special donations, and specific product promotions.
  • Prioritized helping customers over completing other routine tasks in store
  • Used product knowledge, sales abilities and customer relations skills to drive sales and create a stronger rapport with customer relationships to cause a positive impression.
  • Stocked and organized merchandise for the sales floor.
  • Managed efficient cash register operations including; returns, cash, checks, and credit.

Education

Associate of Science - Zoology And Marine Biology

Sierra College
Rocklin, CA

High School Diploma -

Visions Home Study
11.2014

Skills

  • Sales processes
  • Accomplished manager
  • Point of Sale Knowledge
  • Accurate Money Handling
  • Guest Services
  • Product Knowledge
  • Microsoft applications proficiency
  • Organization
  • Dependable and Responsible
  • Adaptable
  • Attention to Detail
  • Training and Development
  • First Aid/CPR
  • Species-specific temperament knowledge
  • Safety protocols and procedures
  • Animal behavioral and nutritional expertise
  • Safe chemical handling
  • Genuine customer service and assistance
  • Habitat maintenance
  • Health inspections
  • Policies and procedures
  • Budgeting
  • Coaching abilities
  • Continuous improvements
  • Data entry proficiency
  • Data Entry and Review
  • Data Entry Accuracy
  • Staff Scheduling
  • Staff Training
  • Quality Assurance
  • Staff Supervision
  • Reservations Management
  • Telephone Etiquette
  • Outstanding communication skills
  • Employee Development
  • Vendor interaction
  • Brand Management
  • Promotions
  • Safety Procedures
  • Computer Skills
  • Hotel operations
  • Inventory Management
  • Decision-Making
  • Teamwork and Leadership
  • Relationship Building
  • Medical Recordkeeping
  • Prioritization
  • Payment Processing
  • Initiative-taking
  • Employee Training
  • Educating Owners
  • Record Request Management
  • Lab Work Documentation
  • Effective Multitasking
  • Customer interaction
  • File Organization
  • Billing and Invoicing
  • Appointment Scheduling
  • Recordkeeping

Timeline

PetsHotel Leader

PetSmart
06.2022 - 03.2024

Customer Engagement Manager

PetSmart
10.2020 - 06.2022

Associate Lead With Keys

PetSmart
11.2019 - 10.2020

Marine Husbandry Team Member

SeaQuest
11.2018 - 11.2019

Merchandising and Inventory Manager

PetSmarrt
02.2017 - 11.2018

Associate Lead With Keys

PetSmart
10.2016 - 02.2017

Pet Products Associate

PetSmart
06.2015 - 10.2016

High School Diploma -

Visions Home Study

Associate of Science - Zoology And Marine Biology

Sierra College

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Kaitlyn Johnson