Natascha Perkins
Springfield,MO
Summary
A passionate and results-driven Customer Engagement Leader with over 8 years of experience in customer service and leadership roles. Proven track record in improving customer satisfaction, leading teams to exceed performance goals, and driving business growth. Adept in problem-solving, communication, and team collaboration. Seeking to leverage experience to contribute to a dynamic organization.
Customer engagement professional with strong background in driving results and fostering team collaboration. Skilled in strategic communication, relationship management, and problem-solving. Known for adaptability, reliability, and consistently meeting and exceeding goals. Ready to make significant impact by leading teams and enhancing customer experiences.
Overview
24
24
years of professional experience
Work History
Customer Engagement Leader
Petsmart
09.2019 - Current
- Lead customer engagement and sales strategies to increase customer loyalty and satisfaction
- Manage and coach a team of customer service associates, ensuring high performance and adherence to service standards
- Resolve customer concerns and escalate complex issues to ensure effective resolution
- Lead and coach associates on operational processes to ensure pets in our care are safe and healthy
- Reach out to company resources when additional assistance is needed
- Track and analyze customer feedback to identify improvement areas (Medallia)
- Validate completion of operational messages (OpEx)
- Effectively communicate company information to associates to deliver on expectations
- Recognize and celebrate associates driving overall associate engagement
- Work as part of the team to validate proper execution of inventory management and pricing processes, including inventory accuracy, receiving, stocking/restocking, inventory counts, and planogram sets
- Responsible for taking immediate action and reporting when a sick/injured pet is identified in store
- Manage expenses such as ordering and tracking supplies
- Leverage Home Office partners and resources to submit and follow up on store related work orders
- Empower, mentor and coach associates to develop their skills
Customer Engagement Leader
Petsmart
04.2019 - 09.2019
- Led daily operations, ensuring high levels of customer satisfaction and operational efficiency
- Collaborated with cross-functional teams to create tailored customer experiences
- Conducted training sessions for new hires, emphasizing product knowledge and customer engagement best practices
- Supervised a team of customer service associates, providing mentorship and feedback to foster professional growth
Associate Lead
Petsmart
10.2016 - 04.2019
- Worked as part of the team to ensure inventory management and keeping the store well stocked
- Supported sales initiatives and achieved sales targets consistently
- Developed and implemented new hires to maintain and grow customer service operations
Pet Care Specialist
Petsmart
07.2012 - 10.2016
- Provided exceptional care and customer service to pet owners
- Assisted customers in selecting pet products and provided detailed product information
- Ensured pet care facilities met health and safety standards
- Maintained clean and organized pet care areas
Pet Care Specialist
Petsmart
04.2012 - 07.2012
- Delivered high-quality service to pet owners, offering advice on pet health and wellbeing
- Maintained clean and organized pet care areas
Professional Bather
Petsmart
03.2012 - 04.2012
- Provided professional grooming and bathing services to pets
- Ensured safe handling of animals and maintained grooming equipment
Senior Cosmetologist
Beauty Brands
01.2001 - 01.2011
- Company Overview: Beauty Brands is a salon and spa offering a variety of beauty services
- Delivered high-quality cosmetology services, including haircuts, styling, and coloring
- Built a loyal client base and consistently exceeded sales and service targets
- Trained junior staff on techniques and customer service best practices
- Developed active listening and communication skills to work with the guest to find solutions for their desired results
- Developed self-motivated marketing of skills and services
- Addressed and resolved guest grievances and responded to and resolved general and escalated guest concerns
- Continued seeking opportunities to grow and learn new skills to improve experiences and services for the guests
- Partnered with the salon coordinator to fill and grow my schedule and optimize my time to accommodate my guests needs
- Beauty Brands is a salon and spa offering a variety of beauty services
Skills
- Brand awareness
- Training programs
- Customer service
- Problem-solving
- Multitasking and organization
- Team collaboration
- Adaptability and flexibility
- Critical thinking
- Problem resolution
- Team development
- Customer relations
- Creative problem solving
Timeline
Customer Engagement Leader
Petsmart
09.2019 - Current
Customer Engagement Leader
Petsmart
04.2019 - 09.2019
Associate Lead
Petsmart
10.2016 - 04.2019
Pet Care Specialist
Petsmart
07.2012 - 10.2016
Pet Care Specialist
Petsmart
04.2012 - 07.2012
Professional Bather
Petsmart
03.2012 - 04.2012
Senior Cosmetologist
Beauty Brands
01.2001 - 01.2011
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