Susan Shales
Wasilla,Alaska
Summary
Dynamic manager with proven success at GD Sales, excelling in marketing and customer relationship management. Skilled in conflict resolution and staff development, I enhanced team performance and loyalty, driving profitability while maintaining regulatory compliance. Recognized for effectively training employees and implementing strategies that improved operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
All Creatures Vetenary Clinic
Wasilla, AK
09.2025 - Current
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Managed appointment scheduling and patient intake processes to enhance clinic efficiency.
- Provided detailed product information and recommendations to pet owners, ensuring informed decisions.
- Assisted in maintaining accurate client records using veterinary practice management software.
Manager
GD Sales
Wasilla, AK
08.2024 - 07.2025
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Managed and motivated employees to be productive and engaged in work.
- Controlled costs to keep business operating within budget and increase profits.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
Cashier Team Lead
GD Sales
Wasilla, AK
02.2024 - 08.2024
- Processed both cash and card purchases and returns.
- Restocked and organized merchandise in front lanes.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Increased customer loyalty and retention.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Quickly and accurately counted drawers at start and end of each shift.
Advanced Shelter Worker
Wyandot County Humane Society
Marion, OH
12.2023 - 02.2024
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies, and other details to provide complete records and methods of owner contact.
- Kept animals clean and free of contaminants to promote optimal health.
- Followed effective process for bathing and grooming dogs to remove dirt, loose hair, parasites, and hair mats.
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Recorded dogs' intake and output, physical condition and behavior for updated kennel logs.
- Cleaned and maintained kennel areas for optimized hygiene, including cages, runs and yards.
Manager
GD Sales
Palmer, AK
08.2022 - 10.2023
- Improved marketing to attract new customers and promote business.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Secondary Technician Assistant
Tier 1 Veterinary Medical Center
Wasilla, AK
06.2018 - 03.2020
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Collected patient biopsies and blood samples for laboratory analysis.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
- Provided customer support to clients, answering questions and addressing concerns.
- Groomed and bathed animals to maintain hygiene and appearance.
- Cleaned, sterilized and maintained kennels, operating rooms, and surgical equipment.
- Collected and prepared specimens and samples for outside laboratory analysis.
- Assisted veterinarian during immunologic, medical, surgical, and diagnostic procedures.
- Prepared and administered diets and feedings according to instructions.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Assisted veterinarians with euthanasia of animals.
- Restrained animals for examination and treatment.
Education
Psychology
University of Alaska Anchorage
Anchorage, AKHigh School Diploma - Health Sciences
Mat-Su Career And Technical High School
Wasilla, AK05.2017
Skills
- Marketing
- Verbal and written communication
- Customer relationship management (CRM)
- Regulatory compliance
- Financial management
- Sales techniques
- Conflict resolution
- Complex Problem-solving
- Brand management
- Decision-making
- Staff training and development
- Shift scheduling
- Staff development
- Documentation and reporting
Timeline
Customer Service Representative
All Creatures Vetenary Clinic
09.2025 - Current
Manager
GD Sales
08.2024 - 07.2025
Cashier Team Lead
GD Sales
02.2024 - 08.2024
Advanced Shelter Worker
Wyandot County Humane Society
12.2023 - 02.2024
Manager
GD Sales
08.2022 - 10.2023
Secondary Technician Assistant
Tier 1 Veterinary Medical Center
06.2018 - 03.2020
High School Diploma - Health Sciences
Mat-Su Career And Technical High School
Psychology
University of Alaska Anchorage