Summary
Overview
Work History
Education
Skills
Timeline
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Katie Lung

Copperas Cove

Summary

During my 10 years with PetSmart I've acquired expansive knowledge and skills that have attributed to where I am today and I'm incredibly thankful for that. I strive to be my best and support my team to the best of my abilities in order to keep my store running strongly and efficiently.

Overview

10
10
years of professional experience

Work History

Assistant Store Leader

PetSmart
04.2023 - Current
  • Duties listed in previous work history

Hotel Leader

PetSmart
02.2022 - 04.2023
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Established a positive work culture that promoted teamwork, collaboration, and employee morale.
  • Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
  • Maintained policies and procedures in adherence to PetSmart in order to operate successfully.


Assistant Store Leader

PetSmart
11.2020 - 02.2022
  • Recruited and hired talented individuals bringing depth and experience to organization.
  • Assisted with the successful launch of promotional campaigns, leading to increased sales during peak periods.
  • Actively contributed towards fostering a culture of continuous improvement, supporting the achievement of store-wide objectives.
  • Built relationships with team members to encourage willingness to address concerns and issues.
  • Streamlined store operations by effectively scheduling staff and managing resources to meet demand.

Customer Service Leader

PetSmart
08.2018 - 11.2020
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Resolved customer service issues using company processes and policies and provided updates to customers. Learning and owning Voice of The Customer.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.

Associate Lead With Keys

PetSmart
05.2017 - 08.2018
  • All Petcare related tasks
  • Contributed to overall store success with excellent customer service skills, resulting in high levels of repeat business from satisfied clients.
  • Maintained a positive work environment through effective communication, teamwork, and ongoing support for coworkers.
  • Assisted MIL with inventory management processes and learned how to be an overall asset in multiple departments in order to better daily operations for my store.

Petcare Specialist

PetSmart
05.2015 - 04.2017
  • 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.
  • Taught pet owners how to care for pets, manage behaviors and maintain proper nutrition.
  • Kept habitats clean, tidy and kept department recovered properly.

Education

High School Diploma -

Helen Hunt Jackson
Hemet, CA
01-2012

Skills

  • Customer relationships
  • Store operations
  • Health and safety
  • Team management
  • Staff management

Timeline

Assistant Store Leader

PetSmart
04.2023 - Current

Hotel Leader

PetSmart
02.2022 - 04.2023

Assistant Store Leader

PetSmart
11.2020 - 02.2022

Customer Service Leader

PetSmart
08.2018 - 11.2020

Associate Lead With Keys

PetSmart
05.2017 - 08.2018

Petcare Specialist

PetSmart
05.2015 - 04.2017

High School Diploma -

Helen Hunt Jackson

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Katie Lung