Summary
Overview
Work History
Education
Skills
Proficiencies
Timeline
Generic

Michael Schade

Retail Sales And Management
Houston,TX

Summary

Over ten years of customer service, problem solving and sales skills in a variety of retail, fashion and sales spaces.

Results-driven customer experience professional with proven track record in elevating service standards and customer satisfaction. Known for fostering collaborative team environments and adapting to dynamic customer needs. Expertise in customer relationship management and process optimization.

Overview

19
19
years of professional experience

Work History

Customer Experience Leader

PetSmart
09.2023 - 03.2025
  • Led the team of 6 responsible for selling animals (small furry animals, fish, reptiles) and managing cashiers
  • Oversaw operations when opening or closing the store
  • Improved the Voice of the Customer metric from 30% to 80%, maintaining a consistent 70-80% range
  • Achieved 15% online reward activations consistently, 30% reward account creations, and excelled in OMNI services
  • By January 2025, our high volume store was second in the district of 16
  • Led the team to secure 3rd place in a district of 16 during the 2023 Christmas charity drive using persuasive communication strategies without manipulation
  • Repeated this success in 2024, with the district ranking 5th out of 300
  • Partnered with Banfield Pet Hospital to address critical pet issues, supporting financial adjustments and guiding emergency maintenance events
  • Collaborated with the Grooming salon on customer complaints and associate discipline matters, achieving resolutions beneficial to both parties
  • Elevated my team's performance in sales and animal husbandry, ensuring cleanliness and meeting all relevant metrics
  • Reduced attrition rate by proactively addressing potential churn risks and implementing targeted retention initiatives.
  • Chose to leave PetSmart due to an impending operational model change requiring management to reapply for their positions, with no guarantee of job retention past April 27, 2025

Merchandise Operations Specialist

Petco
10.2018 - 07.2023
  • As Merchandise Operations Specialist oversaw all store freight operations and leading a team of three who handled Planograms, sales planners, and price labels
  • Consistently delivered exceptional guest experiences across various channels, including phone, in-person, and online interactions
  • Implemented solutions for DoorDash pickup issues by streamlining the process
  • Collaborated with cross-functional teams to drive sales growth and achieve revenue targets.
  • Improved merchandise operations efficiency by streamlining inventory management processes.
  • Developed specific solutions that enhanced Petco’s Omni platform, thereby contributing to the company’s sales and growth trajectory
  • Maintained a large black-and-white board style calendar of events that informed customers of local happenings in the store
  • Oversaw a renovation project that resulted in a permanent outlet in the grooming salon and an additional bank of refrigeration units
  • Coordinated maintenance efforts during the bathroom renovation to update towel and toilet paper dispensers
  • Temporarily stepped down to care for my terminally ill mother from April 2021 to February 2022
  • Continued in a guest-facing role until the end of my tenure while awaiting a new opportunity
  • Ultimately decided to exit to pursue new career opportunities

Target
03.2014 - 09.2018
  • Part of an 8-person team unloading 55ft trailers with an average of 2,000 pieces in 1 hour
  • Distributed and stocked freight by department, aisle, and DPCI numbers for customer convenience
  • Zoned/faced merchandise for easy shopping
  • Handled dairy and frozen food stocking when necessary
  • Received several accolades for excellent customer service, including a $75 gift basket for a perfect guest comment
  • Transferred to Sales floor, managing the Pet department
  • Responsibilities included planograms, price changes, revisions, pulls, audits, and building adjacencies
  • Implemented lasting changes that improved visibility and customer choice
  • Created additional signage to boost profitability
  • Moved to Domestic Home department, covering various product categories and continued previous duties
  • Earned 4 merit raises, increasing pay from $8.50 to $12
  • Left for a promotion opportunity at Petco after being passed over internally

Passenger Assistant

Airserv
08.2008 - 09.2009
  • Handled passenger concerns with empathy and professionalism, resolving issues quickly to maintain overall satisfaction levels.
  • Demonstrated cultural sensitivity when interacting with international passengers, contributing to a more enjoyable flying experience for all customers.
  • Assisted elderly or disabled passengers in overcoming travel challenges, ensuring a comfortable journey from check-in to arrival at the destination.
  • Supported fellow team members in handling medical emergencies, administering first aid, and coordinating with ground personnel for assistance when needed.

Front of the House Manager

Bennigan’s
02.2006 - 07.2008
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.

Education

Associate of Applied Science - Avionics

Spartan College of Aeronautics and Technology
Tulsa, Ok

High School Diploma - undefined

Broken Arrow Senior High School
Broken Arrow, OK

Skills

Patience and tolerance

Proficiencies

Offering customized customer solutions based on decades of experience., Over ten years of experience with Microsoft Office suite from 2007 to 365., Skilled in Adobe and Corel graphic design products and typesetting programs for books and magazines., Security environments, airports, arenas, and festivals., Extensive phone and face-to-face experience in resolving issues, de-escalating guests, and upselling brands., Ability to formulate unique solutions to critical problems in fast-paced environments.

Timeline

Customer Experience Leader

PetSmart
09.2023 - 03.2025

Merchandise Operations Specialist

Petco
10.2018 - 07.2023

Target
03.2014 - 09.2018

Passenger Assistant

Airserv
08.2008 - 09.2009

Front of the House Manager

Bennigan’s
02.2006 - 07.2008

High School Diploma - undefined

Broken Arrow Senior High School

Associate of Applied Science - Avionics

Spartan College of Aeronautics and Technology

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Michael SchadeRetail Sales And Management