Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ryann Arsenault

Summary

Customer Experience professional with over 7 years of leadership experience managing frontline agents and team leads, with a proven track record in coaching, performance management, and driving operational excellence. Skilled in fostering high-performing, engaged teams through recognition, personalized development plans, and collaborative problem-solving. Experienced in cross-functional initiatives, quality assurance, and process improvement, with a focus on delivering exceptional customer experiences while optimizing team efficiency. Adept at resolving escalated issues, leading by example, and implementing strategies that enhance both employee satisfaction and customer loyalty.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Experience Group Lead

The Farmer's Dog
05.2022 - Current
  • Lead and coach a team of Customer Experience agents, conducting regular 1:1s and group meetings focused on performance, skill development, and individualized growth plans.
  • Analyze performance data to identify trends, drive continuous improvement, and implement action plans that enhance efficiency, quality, and customer satisfaction.
  • Collaborate cross-functionally with QA, Training, and Workforce teams to streamline processes, strengthen communication, and ensure consistent service delivery.
  • Lead by example by consistently modeling empathy, accountability, and high-quality customer interactions that set the standard for team performance.
  • Act as a point of escalation for complex or sensitive customer issues, providing empathetic, brand-aligned resolutions and reinforcing best practices across the team.

Assistant Store Manager

Smart Parke
01.2024 - 07.2025
  • Coached and developed team leads who managed frontline staff, fostering leadership growth, accountability, and effective team performance.
  • Oversaw daily operations, scheduling, and overall team efficiency to ensure smooth day-to-day workflows and exceptional customer and pet care.
  • Supported hiring, onboarding, and training initiatives to build a skilled, motivated, and safety-conscious team.
  • Partnered with the Store Manager to identify process improvements, strengthen communication across teams, and enhance the overall customer experience.

Assistant Store Manager

Petco
01.2021 - 05.2022
  • Managed and mentored department leads, aligning team goals with company standards to drive operational performance and exceptional customer experiences.
  • Analyzed sales trends, staffing needs, and performance data to optimize scheduling, meet revenue targets, and improve overall store efficiency.
  • Supported inventory management, merchandising, and promotional execution to ensure products were well-presented and readily available.
  • Built strong customer relationships by maintaining a knowledgeable, service-oriented team and resolving escalated concerns with professionalism and care.

Associate Lead With Keys

PetSmart
01.2018 - 01.2020
  • Developed training programs to improve staff performance and adherence to company standards.
  • Led cross-functional teams to streamline operational processes and enhance service delivery.
  • Facilitated regular team meetings to discuss progress, address challenges, and drive continuous improvement initiatives.
  • Enhanced team performance by providing regular coaching, guidance, and constructive feedback on individual and group tasks.

Education

Bachelor of Arts - Business Administration

California State University San Marcos
San Marcos, CA

Certified Pet Nutrition Coach -

Animal Behavior College

Skills

  • Leadership & Team Development
  • Coaching & Performance Management
  • Cross-Functional Collaboration
  • Customer Experience Strategy
  • Operational Efficiency & Process Improvement
  • Feedback Delivery
  • Conflict Resolution & De-escalation
  • Data-Driven Decision Making
  • Communication & Stakeholder Management
  • Onboarding & Training Facilitation

Certification

  • Certified Dog Trainer, IAABC, AKC, Petco, PetSmart - 2018-Current
  • Mentor Leadership Training - Petco - 2021

Timeline

Assistant Store Manager

Smart Parke
01.2024 - 07.2025

Customer Experience Group Lead

The Farmer's Dog
05.2022 - Current

Assistant Store Manager

Petco
01.2021 - 05.2022

Associate Lead With Keys

PetSmart
01.2018 - 01.2020

Bachelor of Arts - Business Administration

California State University San Marcos

Certified Pet Nutrition Coach -

Animal Behavior College

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