Lauralee Anglin
Albany,GA
Summary
Hardworking, dependable, and motivated candidate skillful in providing excellent customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Extensive experience in using multiple communication channels, including phone, email, and in person. Strong interpersonal skills, and an ability to lead and motivate a team to success. Committed to providing the highest quality service and creating a positive customer experience. Ready to apply knowledge and skills to any challenge.
Overview
10
10
years of professional experience
Work History
Associate Lead
Keys, PetSmart
11.2021 - 01.2023
- Greeted all customers in all areas of the store
- Online order picking, storing, and completing
- Answered customer inquiries about products, services, available animals, animal care, and in store order status over the phone
- Helped customers in all areas of the store
- Animal sales, cat adoptions, education on husbandry of all animals
- Sales and signage changes
- Register operations (sales, returns, exchanges, reconciliation)
- Opening and closing the store
- Stocked shelves
- All animal care and maintenance
Customer Engagement Leader
PetSmart
08.2018 - 11.2021
- Customer recovery, resolution, and retention via email, phone, and in person
- Created new grooming accounts, entered customer and animal information
- Booked, cancelled, and rescheduled grooming appointments
- Checked animals into our grooming salon via computer and had owners fill out appropriate paperwork
- Filed all pet dept incoming invoices, Dept of Ag paperwork, and retained sales records
- Built rapport with adoption partners and customers
- Coached the team on selling strategies and best customer service practices
- Opened and closed the store (register operations, safe counting, deposit preparation)
- Lead by example, developed associates, assisted in the hiring processes, interviews and held team accountable for daily sales goals
- Planograms and sale\signage changes
- Animal sales, animal care, cat adoptions, vet trips, and education on husbandry of all animals to customers and associates
- Stocked and navigated inventory control procedures
- Did safety surveys and followed up on P&P
- Planned, assigned, and directed the workday
Kennel Technician
Dockery, Odom, And Deriso Veterinary Clinic
09.2016 - 08.2018
- Provided pre and post operative care to pets
- Received animals to be admitted or boarded and weighed them upon entry; ensured that they had proper identification and records
- Examined patients for external parasites such as fleas and/or ticks
- Communicated with and updated owners on their pet’s extended boarding stays
- Fed animals as directed by the treating veterinarian or as the owner requested
- Updated attending veterinarian on appetite, fecal output, and any marked changes; reported any unusual conditions or abnormal behaviors and monitored pets for signs of distress or disease
- Ensured cages were clean and comfortable; checked IV lines and post op sites
- Assisted Veterinarians or technicians with giving medications and pet restraint
- Followed a regular schedule for cleaning and sanitizing all cages, runs, and related indoor and outdoor areas
- General custodial duties, maintained adequate clean laundry for the kennel, grooming, and hospital patients
- Prepared pets for discharge and pick up
- Helped sanitize surgical suite and washed surgical drapes
Sales Lead Manager
Pet Supermarket
08.2012 - 09.2016
- Customer service
- Loss prevention
- Stocking
- Walkie stacker and pallet jack operations
- Ensured proper care of animals was upheld
- All animal care, sales, and adoptions
- Maintaining and filing paperwork for shipments, adoptions, and any Dept of Ag paperwork
- Cash register operating
- Deposit prep and balancing registers
- Hiring, training, and development of store associates
Education
High school diploma -
Miller County High School
Colquitt, GA05.2012
Skills
- High Customer Service Standards Adherence
- Conflict Management
- Customer Service
- Leadership
- Customer Experience Management
- Employee Coaching and Mentoring
- Account Updates
- Satisfaction Surveys
- Exceptional Telephone Etiquette
- Time Management
- Creative Solutions
- Customer Relationship Management Software
- Customer Relations
- Coordinating Service Initiatives
- Client Relations and Retention
- Issue Resolution
- Negotiation and Conflict Resolution
- Exceptional Communicator
- Customer Account Management
- Refunds and Exchanges
- Calm and Professional Under Pressure
- Policy and Procedure Adherence
Additional Information
Professional and personal references available upon request
Timeline
Associate Lead
Keys, PetSmart
11.2021 - 01.2023
Customer Engagement Leader
PetSmart
08.2018 - 11.2021
Kennel Technician
Dockery, Odom, And Deriso Veterinary Clinic
09.2016 - 08.2018
Sales Lead Manager
Pet Supermarket
08.2012 - 09.2016
High school diploma -
Miller County High School