Larissa Osborn

· Coached and led the Lynnwood team to maintain the highest NPS in the district with a YTD of 82%

· Trained and engaged the team to transform the store loyalty activation from 12.01% to 23% YTD

· Transformed the Lynnwood team’s donation engagement and results, being the first store to run out of product weeks before Christmas

· Supported the overall experience of the store and adapted to the needs of the day to support customer experience, IMP, HR dynamics and compliance, and facilities and resource management

· Helped facilitate the New Store Operating Model including store wide training and role clarification, the departure of 10 associates and the hiring, onboarding and training of 8 others, as well as role changes for tenured associates and myself

· Participating member of four PetSmart Associate Resource Groups, including the WISE Reads book club, and co-led the district’s Pride At Work chapter

· Championed Treat Reward activations throughout 2024, leading our team from 9-12% week over week in the summer to 19% through the start of the new year

· Helped champion Puppy Guide sales throughout my store and each department to exceed our weekly goal and improve cross-department sales and customer retention

· Transformed the Woodinville team’s Chance and Lucky engagement and results (ending in the top 20 for the region in penetration)

· Developed myself and my specialty pet care team as a top performing department leading KPIs for sales to plan and low specialty and aquatic pet loss and recognized even by our auditor for specialty brand standards and passion

· Recognized as Employee of the Quarter in Q4 2022 after leading the team in a YTD Net Promoter Score increase of over 10%, from a store record of 73% to a record high of 86% YTD, training all departments on what NPS is, why it matters, and how to achieve results

• Driving sales and customer count through store walks and conversation with department managers surrounding sales floor and staff status, opportunities, and sales goals.
• Evaluating departments’ and center store’s needs and reassignment of employees to promote customer experience based on priorities

• Creating a culture of commitment, care, and compassion among our team and customers
• Leading the center store team (including dairy, frozen, general merchandise, and grocery) in serving customers, working freight, backstock, displays, and customer readiness
• Overseeing the implementation of the Blue Yonder Forecasting and Replenishment (FAR) system through accurate inventory management throughout the store, troubleshooting out of stocks and training team members on best practices to ensure our supply meets demand
• Training in efficiency, prioritization, stocking, cleanliness, rotation, product presentation, shrink prevention and FAR inventory management
• Scheduling the center store team for the needs of the business including an average of 25 shipments of freight a week
• Employee of the Month while at the Bear Creek Safeway

• Providing outstanding customer care during the changes in policy due to COVID-19 (social distancing, sanitation, rationing, inventory shortages, and employee hygiene)
• Processing point-of-sales transactions of all merchandise, understanding of barcodes, promotions, tenders, and laws
• Participating in front end closing procedures, including securely closing out each register, restocking front end supplies, facing assigned areas of merchandise, and adhering to evolving COVID-19 sanitation procedures

• Driving a 344% YoY increase in Hunger Bag donations, from approximately $18,000 in 2019 to $62,000 in 2020.
• Championing a 200% increase in average Cheap Chicken Monday sales. Our store’s record went from 66 to 128 bags.
• Ensuring quality customer experience during evening operations in lieu of the Store Director and Assistant Store Director
• Onboarding front end cashiers, training them in protocol and customer experience
• Covering basic operations in Deli, Bakery, Produce, Meat and Seafood, and Dairy as needed based on scheduling and call outs among a skeleton crew
• Working with vendors to ensure proper weekly end changes, and maximizing my time to change our own product as needed amidst the demands of the front end and fresh departments
• Employee of the Month while at the Fall City Albertsons

· Drove sales and customer count through store walks and conversation with department managers regarding sales floor and staff status, opportunities, and sales goals

· Managed center store team, including dairy, frozen, general merchandise, and grocery, to maintain high standards of customer service and product availability.

· Oversaw the implementation of the Blue Yonder Forecasting and Replenishment (FAR) system through accurate inventory management throughout the store

· Scheduled the center store team for the needs of the business, including an average of 25 shipments of freight a week

· Worked with vendors to ensure proper weekly end changes, and maximized my time to change our own product as needed amidst the demands of the front end and fresh departments

· Drove a 344% YoY increase in Hunger Bag donations, approximately $18,000 in 2019 to $62,000 in 2020

· Championed a 200% increase in average Cheap Chicken Monday sales, top sales from 66 to 128 bags

· Earned Employee of the Month multiple times at both the Bear Creek Safeway and Fall City Albertsons