Kolby Dunn
PetSmart
McKinney,TX
7
years of professional experience
Dynamic Experience Manager at PetSmart with a proven track record in enhancing customer engagement and streamlining service processes. Skilled in CRM software and customer journey mapping, I effectively coached teams to elevate service standards, resulting in improved guest satisfaction and operational efficiency. Passionate about delivering exceptional experiences through cross-functional collaboration.
Work History
Experience Manager
1 Year 2 Months- Directed guest experience improvements across store departments, ensuring consistent service standards.
- Coached associates on customer engagement, product knowledge, and service recovery techniques.
- Coordinated daily floor coverage to support checkout flow and reduce guest wait times.
- Monitored merchandising execution to maintain brand standards and promotional accuracy.
- Oversaw animal department, learning all necessary information plus facts to help better understand owning exotic animals.
Sales Associate
9 Months- Demonstrated product features, notes, and gift options to support confident purchasing decisions.
- Assisted customers with fragrance selections, product knowledge, and personalized recommendations.
- Processed sales transactions accurately while maintaining organized checkout and cash handling procedures.
- Maintained clean, well-stocked displays and refreshed merchandise presentation throughout store.
Cashier Team Leader
3 Years 9 Months- Supervised cashier lanes, ensuring accurate transactions and smooth customer flow.
- Trained new cashiers on register procedures, payment handling, and guest service standards.
- Resolved register discrepancies and cash variances through careful reconciliation.
- Coordinated break coverage and lane assignments to maintain front-end efficiency.
- Helped other departments throughout their day-to-day tasks as well as handling our own departments issues.
Cashier
2 Years 4 Months- Processed customer purchases accurately using point-of-sale systems and multiple payment methods.
- Balanced cash drawer and resolved register discrepancies with attention to detail.
- Scanned items efficiently while maintaining accurate pricing and promotion application.
- Assisted customers with bagging, item location, and checkout questions.
Education
High School Diploma
Skills
CRM software proficiency
Customer experience strategy
Customer journey mapping
Cross-functional teamwork
Technologically sound
Quick to learn new processes and software
Timeline
Experience Manager
PetSmart
08.2025 - CurrentRead More
Sales Associate
The Fragrance Outlet
11.2024 - 08.2025Read More
Cashier Team Leader
Buc-ee's
11.2021 - 08.2025Read More
Cashier
Brookshire's Grocery
06.2019 - 10.2021Read More
Malakoff High School
High School Diploma
Read More