Lisa Slaughter
College Station
Summary
Dynamic Customer Engagement Leader with a proven track record at Petsmart, enhancing customer satisfaction through innovative training programs and critical feedback analysis. Skilled in brand awareness and time management.
Overview
16
16
years of professional experience
Work History
Customer Engagement Leader
Petsmart
08.2015 - 05.2025
- Led customer engagement initiatives to enhance satisfaction and loyalty.
- Developed training programs for staff to improve customer interaction skills.
- Analyzed customer feedback to identify trends and drive service improvements.
- Collaborated with cross-functional teams to streamline communication processes.
- Streamlined communication channels to improve customer service response times and efficiency.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Implemented safety protocols for staff and customers alike, maintaining a secure retail environment at all times.
- Maintained a clean, organized retail environment to optimize presentation and enhance shopper experience.
- Demonstrated adaptability by cross-training in multiple departments within the retail environment as needed.
- Maintained accurate records of inventory transactions, ensuring seamless coordination between warehouse operations and retail stores.
- Trained new employees on company policies, procedures, and best practices in retail customer service delivery.
- Collected carts left in parking areas and returned to retail stores.
- Ensured compliance with corporate policies and procedures while managing daily operations of the retail space effectively.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Operations Manager
Big Lots Stores, Inc.
03.2009 - 08.2015
- Assisted in daily operations, ensuring efficiency and adherence to safety protocols.
- Supported inventory management processes, tracking stock levels and product availability.
- Collaborated with team members to enhance workflow processes and minimize downtime.
- Learned operational tools and systems, contributing to streamlined task execution.
- Participated in training sessions, gaining knowledge of industry best practices and standards.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Increased profit by streamlining operations.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
High School Diploma -
James E Taylor High School
Katy, TXSkills
- Brand awareness
- Account management
- Training programs
- Proficient in basic computer skills
- Time management
- Multitasking and organization
- Customer service
- Critical thinking
- Money handling
- Verbal and written communication
- Shipping procedures
- Staff training
- Follow-up skills
Timeline
Customer Engagement Leader
Petsmart
08.2015 - 05.2025
Operations Manager
Big Lots Stores, Inc.
03.2009 - 08.2015
High School Diploma -
James E Taylor High School