Jordane Rhodes
Cochran
Summary
Dynamic leader with a proven track record at Petsmart, excelling in team management and store operations. Leveraged customer service expertise and conflict resolution skills to enhance team performance and customer satisfaction. Achieved significant improvements in employee retention and store efficiency, demonstrating a strong ability to recruit, train, and motivate staff for peak performance.
Overview
17
17
years of professional experience
Work History
Assistant Store Leader
Petsmart
01.2021 - Current
- Created staff schedules, approved requested time off and updated reports.
- Recruited and hired talented individuals bringing depth and experience to organization.
- Fostered a positive work environment by addressing employee issues and promoting open communication.
- Trained new team members on store policies, procedures, and sales techniques for improved performance.
- Collaborated with Store Leader to develop strategies for achieving sales goals and driving revenue growth.
- Developed strong rapport with customers and created positive impression of business.
- Built relationships with team members to encourage willingness to address concerns and issues.
- Actively contributed towards fostering a culture of continuous improvement, supporting the achievement of store-wide objectives.
- Mentored employees to help improve skills and enable team members to become peak performers on job.
- Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Managed team workload to reach production targets.
- Trained new-hires on store procedures to better service customers.
- Supervised 25+ co-workers.
- Enhanced visual merchandising efforts, resulting in increased foot traffic and higher conversion rates.
- Evaluated employee performance regularly in order to provide constructive feedback or recognition as appropriate.
- Assisted in the development of staff training programs that led to increased productivity levels throughout various departments.
- Built strong relationships with customers through active listening, understanding their needs, and offering personalized solutions.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Worked with customer service representatives to handle escalated customer issues.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Conducted inventory analysis to determine optimal stock levels.
- Answered questions about store policies and addressed customer concerns.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Prioritized helping customers over completing other routine tasks in store.
- Assisted with the successful launch of promotional campaigns, leading to increased sales during peak periods.
- Used features of Microsoft Office, Excel, and Word to complete all necessary reports for senior management review.
- Implemented inventory control measures to reduce shrinkage and improve store profitability.
- Answered product questions and assisted customers in selection and checkout.
- Managed supply chain by ordering products from suppliers, negotiating prices and requiring on-time delivery.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Used in-store system to locate inventory and place special orders for customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Performed cash, card, and check transactions to complete customer purchases.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Listened to customer needs and desires to identify and recommend optimal products.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
- Managed cash handling processes accurately to maintain financial integrity within the store''s daily transactions.
- Trained new employees on customer service excellence, resulting in more efficient and effective team.
- Optimized inventory management system, leading to quicker restocking processes.
- Enhanced product knowledge among staff, enabling more informative and persuasive sales interactions.
- Oversaw daily operations to ensure smooth and efficient store function.
- Maintained strict adherence to budget, minimizing unnecessary expenses.
- Coordinated with management team to set and achieve realistic sales targets.
- Conducted weekly inventory assessments to ensure product availability and minimize losses.
- Developed and enforced safety protocols, maintaining secure environment for both staff and customers.
- Resolved customer complaints with empathy and efficiency, maintaining high level of customer trust.
- Organized community events to strengthen brand presence and community engagement.
- Enhanced team morale and decreased turnover rates by implementing monthly recognition programs.
- Fostered culture of continuous improvement, encouraging staff to suggest operational enhancements.
- Resolved escalated customer complaints effectively, maintaining loyalty among patrons while upholding company values.
- Conducted regular audits of cash handling procedures to maintain financial integrity within the store location.
- Collaborated with cross-functional teams (salon services, training services, vet services) on projects aimed at improving overall store performance and customer experience.
- Played an integral role in the successful execution of annual physical inventories, ensuring accuracy and efficiency in the process.
- Supervised payroll corrections for accuracy and duplications.
- Achieved sales targets consistently by motivating the team through incentive programs and personalized coaching sessions.
- Increased customer loyalty with exceptional service quality, addressing concerns promptly, and offering personalized solutions when appropriate.
- Recommended complementary purchases to customers, increasing revenue.
- Improved store efficiency by implementing effective inventory management and product merchandising techniques.
- Developed a positive work environment by fostering teamwork, providing regular feedback, and acknowledging employee accomplishments.
- Enhanced customer experience through attentive service and prompt resolution of issues.
- Boosted sales performance with targeted marketing strategies and in-store promotions.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
- Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Customer Engagement Leader
Petsmart
01.2020 - 01.2021
- Played an instrumental role in rolling out multiple initiatives aimed at boosting overall employee morale and commitment towards delivering top-notch customer engagement services.
- Introduced innovative loyalty programs, incentivizing repeat business and referrals from satisfied customers.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
- Oversaw all commitment standards in petcare
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Oversaw day today store operations, participated in cross-functioning positions to ensure tasks were being preformed to store standards and commitments.
Salon Leader
Petsmart
04.2019 - 01.2020
- Oversaw salon employee performance, facility cleanliness, and sales.
- Maintained general appointment calendar and set shift schedules.
- Worked to continuously increase salon business through effective sales, service, and operations policies.
- Handled customer complaints tactfully, delivering resolutions that fostered trust in the salon''s commitment to excellent service.
- Established a welcoming environment for clients while managing front desk responsibilities such as greeting customers, handling payments, and answering inquiries.
- Mentored junior stylists in advanced techniques, boosting team performance and service quality.
- Managed inventory efficiently, reducing product waste and ensuring adequate stock levels at all times.
- Cut and styled hair for both male and female customers of all ages according to individual preferences and latest styles.
- Enhanced salon décor and ambiance to create an inviting atmosphere that reflected the brand''s image positively.
- Optimized staff scheduling to ensure adequate coverage during peak hours and maintain a balanced workload for all team members.
- Conducted regular performance reviews for continuous improvement of staff skills and overall salon operations.
- Implemented cost-saving measures to maintain profitability without compromising on service standards.
- Maintained strict hygiene standards by enforcing proper sanitization procedures throughout the salon.
- Facilitated strong communication between staff members to ensure seamless coordination of appointments and services rendered.
- Adapted salon offerings according to emerging trends in the beauty industry, keeping the business competitive within its market.
- Oversaw staff recruitment, training, and retention efforts to build a cohesive and talented team of professionals.
- Encouraged ongoing professional development among staff by organizing workshops, seminars, and training sessions with industry experts.
- Developed salon marketing strategies to drive customer loyalty and attract new clients.
- Reduced appointment no-shows by implementing automated reminders through phone calls or text messages.
- Enhanced client satisfaction by providing exceptional salon services and maintaining a professional atmosphere.
- Educated service personnel on company policy and procedure.
- Delegated workplace responsibility to appropriate staff.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
PetsHotel Leader
Petsmart
01.2017 - 04.2019
- Created and maintained a guest experience in line with the Corporate mission and vision.
- Responsible for hiring, training and mentoring employees on assigned duties
- Oversaw the day to day operations of the hotel, booking reservations, checking clients in.
- Help ensure that all pet parents and guests have a pleasant experience by providing a safe, comfortable and fun environment
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed effective improvement plans in alignment with goals and specifications.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Assistant PetsHotel Leader
Petsmart
01.2015 - 01.2017
- Assisted with new hire processing and existing training programs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Assisted with payroll, ordering supplies, writing schedules.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Worked flexible hours across night, weekend, and holiday shifts.
Senior Petcare Specialist
Petsmart
04.2014 - 01.2015
- Provided daily nutrition to animals by preparing and distributing appropriate food portions according to species-specific needs.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
- Maintained clean and safe living environments for animals by regularly cleaning enclosures and providing proper bedding materials.
- Followed pet care instructions for dietary needs and medication regimens.
- Kept animals clean and free of contaminants to promote optimal health.
- Administered medications to animals in treatment and documented changes in condition.
- Conducted regular health checks on animals under care, noting any changes in appearance or behavior that could indicate potential issues.
- Washed, trimmed, and brushed animals to maintain good grooming standards.
Kennel Technician
Whidbey Animal Improvement Foundation
01.2012 - 02.2013
- 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 cages, kennels, play yards, and grooming areas neat and clean.
- Followed effective process for bathing and grooming dogs to remove dirt, loose hair, parasites, and hair mats.
- Kept animals clean and free of contaminants to promote optimal health.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
Kennel Technician
Westmoreland and Slappey Animal Hospital
01.2008 - 02.2010
Education
High School Diploma -
Bleckley County High School
Cochran, GA05-2008
Skills
- Customer service and relationships
- Store operations
- Health and safety
- Team management
- Conflict resolution
- Team building and leadership
- Recruiting and hiring
- Policies and procedures
- Employee development
- Payroll administration
- Employee retention
Timeline
Assistant Store Leader
Petsmart
01.2021 - Current
Customer Engagement Leader
Petsmart
01.2020 - 01.2021
Salon Leader
Petsmart
04.2019 - 01.2020
PetsHotel Leader
Petsmart
01.2017 - 04.2019
Assistant PetsHotel Leader
Petsmart
01.2015 - 01.2017
Senior Petcare Specialist
Petsmart
04.2014 - 01.2015
Kennel Technician
Whidbey Animal Improvement Foundation
01.2012 - 02.2013
Kennel Technician
Westmoreland and Slappey Animal Hospital
01.2008 - 02.2010
High School Diploma -
Bleckley County High School
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