NICOL KRAMER
Palm Springs,California
Summary
Dedicated and results-oriented experience leader with a strong passion for pet care and a proven ability to exceed sales and service goals in a fast-paced, customer-focused environment. Known for delivering exceptional guest experiences, developing high-performing teams, and consistently driving key metrics. Committed to PerSmart's mission of caring for pets and their parents, while supporting store operations through leadership, accountability, and a love for animals.
Overview
10
10
years of professional experience
Work History
Associate Store Leader
PetSmart
06.2024 - Current
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Engagement Leader
PetSmart
10.2023 - 06.2024
- Managed and supervised store associates to ensure smooth daily operations
- Opened and closed the store, ensuring proper procedures and security protocols were followed
- Provided hands-on care for store pets, maintaining health and habitat standards
- Delivered exceptional customer service, addressing customer needs and resolving issues efficiently
- Drove sales by meeting and exceeding key performance metrics and store goals
- Provided information to customers by reviewing orders and educating about basic care and service pets and pet standards.
Associate Lead With Keys
PetSmart
06.2023 - 10.2023
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Managed store personnel by delegating tasks and supervising daily operations.
Assistant, Athletics Department
Riverside Community College
08.2021 - 08.2023
- Assisted Athletics Department with any and all athletic events
- Streamlined office operations by effectively monitoring and addressing student/staff correspondence and data communications.
- Coordinated diversity, equality, and inclusion group events/information rallies
Customer Service Representative/Notary Public
UPS Store
03.2015 - 08.2020
- Handle the shipping and receiving of all mail and packages
- Provide Notary Public services to the public
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Business Administration And Management
RIVERSIDE CITY COLLEGE
Riverside, CA10-2025
Skills
- Strong Leadership Skills
- Interpersonal Skills
- Problem Solving
- Communication
- Motivating
- Organizational
- Employee scheduling
- Store operations
- Inventory control
- Budgeting and cost control
- Team management
- Merchandise planning
- Operations oversight
- Issue resolution
- Mentoring and coaching
- Customer service management
- Customer relations
- Customer service and engagement
- Incident reports
- Order management
- POS systems operations
- New hire training
- Performance evaluations
- Employee coaching
- Upselling and cross selling
- Work Planning and Prioritization
- Team building and leadership
Timeline
Associate Store Leader
PetSmart
06.2024 - Current
Customer Engagement Leader
PetSmart
10.2023 - 06.2024
Associate Lead With Keys
PetSmart
06.2023 - 10.2023
Assistant, Athletics Department
Riverside Community College
08.2021 - 08.2023
Customer Service Representative/Notary Public
UPS Store
03.2015 - 08.2020
Business Administration And Management
RIVERSIDE CITY COLLEGE
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