Jacob Royer
Lafayette,LA
Summary
Customer Engagement Leader with a proven track record in both associate and customer satisfaction. My leadership and development strategies not only enhanced team performance but also fostered a positive work environment, showcasing my adeptness in both team leadership and customer engagement.
Overview
6
6
years of professional experience
Work History
Customer Engagement Leader
PetSmart
06.2019 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring all customers have positive in store experiences, resulting in a 74.9% NPS and 81% OSAT.
- Controlled costs to keep my department operating within budget and contributing to the store finishing the year at 99.5% controllable contribution.
- Boosted employee morale and reduced turnover using personalized strategies to engage with and develop each associate, utilizing positive recognition and ending the year with 15.8% 90 day turnover.
- Consistently met or exceeded sales goals by building strong rapport with pet parents through exceptional customer service, contributing to a 2.3% total sales comp.
Skills
- Team Leadership
- Associate Training and Development
- Customer Engagement
- Strong Verbal and Written Communication
- Effective Task Delegation
Timeline
Customer Engagement Leader
PetSmart
06.2019 - Current
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