Summary
Overview
Work History
Education
Skills
Timeline
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Keri Cook

Staunton,VA

Summary

Dynamic Customer Engagement Leader with a proven track record at PetSmart, excelling in team leadership and customer service. Skilled in inventory management and conflict resolution, I successfully directed operations that led to the district's only successful Petcare audit in 2024, enhancing both team performance and customer satisfaction.

Overview

9
9
years of professional experience

Work History

Customer Engagement Leader

PetSmart
Waynesboro, VA
01.2021 - Current
  • I built my team in Petcare, recognizing strengths and weaknesses, and delegating tasks based on those factors.
  • Conducted one-on-one coaching sessions with team members, resulting in reduced workplace accidents and fewer store-owned pets in isolation, allowing for more flexibility.
  • Built relationships with customers by understanding their needs, and providing personalized solutions based on their specific needs.
  • Resolved customer complaints and reported issues to senior management if I couldn't find a resolution.
  • I motivated my team to adhere to Petcare Basics, Petcare standards, and Operations.
  • Coached and trained employees, and created daily work schedules and assignments to boost efficiency and enhance operations.
  • Executed accurate weekly inventory counts of live pets and merchandise in the Petcare Department to maintain customer satisfaction.
  • Responsible for ensuring the health and wellness of all pets in our care, including vet visits, giving medications, and keeping all isolation forms, health and loss logs, and records up to date.
  • Responsible for all Petcare deliveries, including live pets or merchandise, and submitting all invoices.
  • Learned scheduling, and currently learning sales reports, including negative adjustment reports, truck shipment reports, and missing LPN reports.
  • Directed my team's efforts, resulting in 2024's sole successful Petcare audit within the district.

Lead Sales Associate

Virginia ABC
Waynesboro, VA
02.2020 - 02.2021
  • Oversaw daily inventory, conducted inventory counts, and compiled reports.
  • Coordinated shift-specific processes of receiving, auditing, and restocking inventory.
  • Conducted training sessions on company policies, procedures, and customer service standards.
  • Assigned skilled staff to strategic areas during shifts, enhancing department productivity.
  • Designed interactive strategies to motivate staff toward achieving revenue goals.
  • Implemented and reinforced compliance with state regulatory standards to elevate workforce productivity.
  • Addressed and resolved customer complaints, questions, and inquiries.
  • Conducted daily reviews of surveillance cameras to ensure the safety of our staff was in accordance with all state policies.
  • Documented daily receipts, delivery invoices, and inventory movements.
  • Documented employee hours, including lunch breaks, and was responsible for creating weekly schedules.
  • Replenished and arranged items to maintain appearance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Team Leader

Foodlion Grocery Store
Stuarts Draft, VA
05.2019 - 02.2020
  • Guided team members through regular coaching sessions.
  • Collaborated with multiple teams to efficiently resolve customer issues.
  • Established standard operating procedures for handling customer inquiries and complaints.
  • Encouraged a positive and productive work environment among team members.
  • Executed timely purchase orders to maintain adequate inventory.
  • Facilitated weekly team meetings to discuss performance and set goals.
  • Encouraged reward and recognition to motivate team members.
  • Encouraged professional development discussions to highlight potential career progression paths.
  • Utilized surveillance cameras for managing safety and escalated issues effectively.
  • Guided new employees on upselling strategies to boost sales.
  • Managed team schedule to ensure adequate coverage during peak hours.
  • Set clear objectives and delegated responsibilities to team members.
  • Managed difficult customer situations with professionalism and patience.
  • Scheduled, assigned, and monitored daily work activities of customer service team members.
  • Trained, managed and motivated employees to promote professional skill development.
  • Performed departmental inspections to evaluate and address cleanliness, inventory shortages, and merchandising issues.
  • Supported onboarding process for newly hired employees.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Assisted with recruiting and hiring perspective candidates.

Shift Supervisor

Walgreens
Stuarts Draft, VA
07.2016 - 02.2019
  • Trained new employees on company policies and procedures.
  • Modeled and shared customer service best practices with all team members to deliver a distinctive and delightful customer experience.
  • Customer engagement, offering assistance with products and services, resolving conflicts, and answering questions.
  • Resolved customer complaints promptly to maintain a high level of satisfaction.
  • Cross-trained in many areas, including working in other departments, such as the pharmacy, when they were short-staffed.
  • Supplied constructive criticism to increase employee efficiency.
  • Recommended opportunities for growth and advancement to motivate employees.
  • Coordinated with other shift leaders and management to ensure smooth transitions between shifts.
  • Collaborated with management to plan special events or promotions.
  • Led and managed production operations, motivating employees to meet expectations.
  • Managed resources to consistently meet production, quality, and cost goals.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Served as a role model for other employees by demonstrating professional behavior at all times.
  • Developed strategies for improving operational efficiency and customer service levels.
  • Maintained cleanliness and organization of the work area to uphold company standards.
  • Ensured all safety and sanitation regulations were met throughout the shift.
  • Addressed any issues that arose during the shift in a proactive manner.
  • Assisted general manager with operations game plan and company initiatives implementation.
  • Created work schedules for staff while adhering to labor laws and budget constraints.
  • Provided on-the-job training to new staff members.
  • Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
  • Scheduled staff shifts, considering peak times and individual availability.
  • Enforced company policies fairly while maintaining an open door policy for staff concerns.
  • Fostered a team-oriented environment to increase morale and productivity.
  • Assisted with ensuring the outdated program was followed by team members.
  • Assisted with and coached other team members to work with warehouse and vendor ordering processes, including trucks, tobacco, and alcohol, which are created, reviewed, and received while checking for quality and cleanliness of all orders.
  • Responsible for weekly, inventory counts, scanning errors, price modifications, voids, and invoice submissions.

Education

GED -

Fort Defiance High School
Fort Defiance, VA
06-2008

Skills

  • Customer engagement and team leadership
  • Inventory management
  • Employee training and coaching skills
  • Customer service and conflict resolution
  • Relationship building
  • Document control and recordkeeping strengths
  • Pet care management and operational efficiency
  • Performance evaluation and process improvement
  • Scheduling management
  • Record keeping and business ethics
  • Service upsells
  • Self-motivation and multitasking abilities
  • Money handling
  • Quality control and record preparation
  • Problem-solving abilities and customer needs assessments

Timeline

Customer Engagement Leader

PetSmart
01.2021 - Current

Lead Sales Associate

Virginia ABC
02.2020 - 02.2021

Customer Service Team Leader

Foodlion Grocery Store
05.2019 - 02.2020

Shift Supervisor

Walgreens
07.2016 - 02.2019

GED -

Fort Defiance High School

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Keri Cook