Nicole Boulanger

• Building stronger relationship for people and their pets using positive reinforcement strategies.
• Guided over 1,000 clients to their training goals.
• Emphasized listening to individual customer concerns, finding right-fit solutions and creating confidence that our business was the right place for their needs.
• Achieved high student retention rates utilizing custom solutions and out of the box thinking skills.
• Mentored over a dozen new class instructors and assistants, resulting in a more cohesive experience for student experience across the department.
• Recommend and upsell training equipment and complimentary services to help the client attain their goals.
• Receive inbound calls to triage customer needs, book services, and create a management plan while customer waits for services to begin.

Ensuring the highest level of care to a high volume of clients per day, through building talented staff, strong communication with clients, and safe, enriching environments for their dogs.

• Oversaw team of 19 dog care employees, including scheduling, employment decisions, budget, and training for the department.
• Developed strong relationships with an average of 75 clients per day, ensuring confidence in the services with frequent updates communicated in person, via phone, or email.
• Developed behavior plans for struggling pets with the addition or altering of services to fit their needs.
• Designed monthly staff training for staff growth and development, resulting in safer environment and higher customer satisfaction.
• Familiar with common office software (Excel, ADP payroll, Gingr point of sale software) in order to more efficiently manage department.