- Animal Care
- Growing herbs, propagating houseplants, and attending community garden events
- Exploring various non-fiction topics, such as the history of medicine, royal bloodlines, and gardening, to nurture creativity and personal growth
- Personal Development and Self-Improvement
Katherine Carlson
Spokane,WA
Summary
Experienced customer service professional with a strong background in the pet supply industry. Demonstrated ability to work effectively as part of a team, maintaining a positive and friendly demeanor to establish strong connections with clients. Committed to ensuring customer satisfaction and making valuable contributions to company success. Highly skilled in optimizing processes for improved quality and efficiency. Collaborative leader dedicated to fostering an engaged and empowering work culture, driving business growth through effective partnerships with colleagues.
Overview
10
10
years of professional experience
Work History
Customer Engagement Manager
Petsmart
05.2023 - 09.2024
- Management responsibilities covered two departments to ensure store-wide engagement that prioritized customer service and quality care of animals in specialty sales.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Daily tasks included management of up to 20 staff in every store position, the ability to fill in for every store position should staffing require it, directing sales programs and promotions to maximize a positive customer experience, proactively acting as security following company guidelines, securing and accounting cash, employee training in all departments, and communicating regularly with both associates and customers.
- Recurrent tasks included leveraging analytics tools and feedback data to track customer engagement and satisfaction levels to identify areas for improvement, managed approximately 30 incoming calls, emails and faxes per day from customers or company., allowing for continuous enhancement of processes and strategies, reviewing expense reports and purchase orders, inventory management, banking, communicating with regional management and other company positions, and directing store-wide projects and upgrades.
- Customer Service role required active listening to concerns, de-escalation techniques, regular monitoring of social media channels for proactive customer engagement, and management of a team of 10 customer service associates to ensure timely and efficient resolution of customer inquiries and concerns.
- Team Management responsibilities comprised of ability to identify team weak points and implements corrective actions to resolve concerns, and collaborate with cross-functional teams to develop new initiatives for enhancing customer experience and driving business growth.
Associate Manager
PetSmart
04.2020 - 05.2023
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Oversaw store operations by balancing safe and cash registers, reviewing equipment management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Mentored junior team members, contributing to their professional growth and skill development.
Associate
PetSmart
09.2019 - 04.2020
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Helped customers complete purchases, locate items, and join reward programs.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
Equipment Administrator
Party House Rentals, LLC
03.2015 - 09.2018
- Screened and transferred incoming calls and transmitted information and documents to internal personnel.
- Coordinated office activities to ensure smooth operations and efficient workflow.
- Streamlined communication between departments for improved efficiency.
- Maintained personnel records and updated internal databases to support document management.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Masters Degree - Antbropology
Eastern Washington University
Cheney, WA06-2012
Skills
- Windows Operating System Expertise
- Data analysis software (Medallia)
- Team Development & Management
- Quality Assurance Management
- Customer Insight Evaluation
- Effective Listening
- Ensuring Organized Workspaces
- Stocking and Replenishing
- Strategic Brand Engagement
- Retail Materials Management
- Loyalty Program Strategy
- Sales Expertise
- Data entry
- Attention to detail
- Pet handling
- Basic Animal Care
Accomplishments
- Daily supervised team of twenty staff members.
- Documented and resolved employee conflicts which led to improved team communication and productivity.
- Collaborated with team of twelve in specialty sale habitat (aquatic system, reptile and small animal enclosures) upgrade for retail store, lasting 3 months.
Interests
Timeline
Customer Engagement Manager
Petsmart
05.2023 - 09.2024
Associate Manager
PetSmart
04.2020 - 05.2023
Associate
PetSmart
09.2019 - 04.2020
Equipment Administrator
Party House Rentals, LLC
03.2015 - 09.2018
Masters Degree - Antbropology
Eastern Washington University
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