Stevie Marcellais
Store Leadership
Forney,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Engagement Leader
Petsmart
11.2023 - Current
- Lead team in exceeding company goal of 30% in member conversion.
- Lead team in being number one in the district in puppy guide sales.
- Developed training materials, boosting team performance in customer engagement initiatives.
- Analyzed customer data to identify trends and opportunities for improved engagement strategies.
- Spearheaded efforts in developing a comprehensive knowledge base on products/services offered – enabling swift resolution of client queries requests.
- Played an instrumental role in rolling out multiple initiatives aimed at boosting overall employee morale and commitment towards delivering top-notch customer engagement services.
- Established strong relationships with clients, fostering trust and long-term partnerships.
- Identified top talent through skillful interviewing techniques, improving overall quality of hires.
- Enhanced employee performance by conducting regular training sessions and providing constructive feedback.
Merchandise and Inventory Leader
Petsmart
09.2022 - 11.2023
- Collaborated with cross-functional teams to streamline supply chain operations for optimized efficiency.
- Conducted regular audits to maintain accurate inventory records and identify discrepancies.
- Developed seasonal inventory forecasts based on historical data analysis, ensuring optimal stock levels were maintained throughout the year.
- Optimized storage space utilization with effective organization and layout planning.
- Improved inventory accuracy by implementing efficient tracking and management systems.
- Completed physical inventory counts each month.
- Developed materials to educate staff on proper inventory management techniques.
- Monitored and adjusted inventory levels to meet customer needs and demands.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
Pet Hotel Leader
Petsmart
05.2021 - 09.2022
- Exceeded annual sales plan by $100,000+
- Fully restaffed new team and ran a successful re-opening.
- Increased team productivity by streamlining communication and implementing effective project management strategies.
- Maintained detailed records of guest stays, vaccinations, medical conditions, and special needs to ensure personalized care was provided for each animal.
- Managed payroll, scheduling, and time-off requests for team members while maintaining appropriate staffing levels.
- Coordinated daily schedules for pet enrichment activities such as playtime sessions or grooming appointments based on individual preferences and needs.
- Collaborated with management on strategic planning initiatives to increase revenue growth, expand services offered, and improve overall customer experience.
- Contributed ideas during staff meetings to improve overall operations and foster a positive work environment.
- Utilized social media platforms to promote the Pet Hotel''s services and showcase happy clients, driving increased brand awareness.
- Led a team of pet care professionals, ensuring adherence to safety protocols and maintaining a clean, comfortable environment for all guests.
Customer Engagement Leader
Petsmart
05.2020 - 05.2021
- Top 10 in department sales company wide
- Enhanced customer satisfaction by promptly addressing concerns and resolving issues effectively.
- Established culture of continuous improvement within team, encouraging open feedback from both staff and customers alike.
- Played an instrumental role in rolling out multiple initiatives aimed at boosting overall employee morale and commitment towards delivering top-notch customer engagement services.
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Associate Lead With Keys
Petsmart
10.2019 - 05.2020
- Managed opening and closing procedures, ensuring proper cash handling processes were followed consistently.
- Maintained a positive work environment through effective communication, teamwork, and ongoing support for coworkers.
- Streamlined daily operations for improved efficiency through the implementation of innovative organizational systems.
- Facilitated smooth store operations with efficient delegation and prioritization of tasks for all team members, maintaining a high level of productivity.
- Trained new employees on company policies, best practices, and sales techniques to promote a seamless integration into the team.
- Provided exceptional leadership during shifts as Associate Lead with Keys, addressing any conflicts or challenges that arose swiftly and professionally.
- Enhanced team performance by providing regular coaching, guidance, and constructive feedback on individual and group tasks.
Department Lead
Walmart
08.2015 - 06.2016
- Delegated tasks efficiently, maximizing the use of resources while maintaining high-quality output from the team members.
- Managed cross-functional projects, ensuring timely completion and alignment with company goals.
- Identified areas for improvement within the department, developing action plans to address those needs effectively.
- Collaborated with other departments to improve interdepartmental communication, enhancing overall organizational effectiveness.
- Oversaw daily operations of the department, ensuring smooth workflow and adherence to deadlines.
- Implemented corporate planograms for new department products.
Education
Some College (No Degree) - Computer Network And Security
My Computer Career
Dallas, TXSkills
Problem solving abilities
Customer Relationship Management (CRM)
Prioritization
Conflict Resolution
Customer Service
Staff education and training
Problem solving abilities
Timeline
Customer Engagement Leader
Petsmart
11.2023 - Current
Merchandise and Inventory Leader
Petsmart
09.2022 - 11.2023
Pet Hotel Leader
Petsmart
05.2021 - 09.2022
Customer Engagement Leader
Petsmart
05.2020 - 05.2021
Associate Lead With Keys
Petsmart
10.2019 - 05.2020
Department Lead
Walmart
08.2015 - 06.2016
Some College (No Degree) - Computer Network And Security
My Computer Career