Evan Brackney
Anderson
Summary
Dynamic Customer Engagement Leader at PetSmart with a proven track record in enhancing customer satisfaction and loyalty through innovative strategies. Skilled in problem-solving and training programs, I fostered strong client relationships and drove business growth, achieving significant retention rates while promoting a culture of continuous improvement within the team.
Overview
11
11
years of professional experience
Work History
Customer Engagement Leader
PetSmart
07.2021 - Current
- Provided information to customers by reviewing orders and educating about basic care and service of purchased equipment.
- Enhanced customer satisfaction by promptly addressing concerns and resolving issues effectively.
- Promoted business retention and growth by providing services to Number+ customers per day, managing their needs and assisting with technical issues.
- Established a culture of continuous improvement within the team, encouraging open feedback from both staff and customers alike.
- Maintained a keen eye on industry trends to ensure continued relevance of our customer engagement strategies and tactics.
- Implemented personalized marketing strategies for increased customer engagement and loyalty.
- Collaborated with cross-functional teams to develop targeted campaigns, driving customer retention rates.
- Developed training materials and conducted workshops, boosting team performance in customer engagement initiatives.
- Established strong relationships with clients, fostering trust and long-term partnerships.
- Introduced innovative loyalty programs, incentivizing repeat business and referrals from satisfied customers.
- Successfully resolved escalated complaints/issues – winning back disgruntled customers'' confidence in our company''s offerings.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Umpire
ArbiterSports
03.2014 - Current
- Maintained a professional demeanor throughout games, effectively managing conflicts between players or coaches when necessary.
- Promoted good sportsmanship among players.
- Officiated games fairly and impartially using sound judgment and decision-making skills.
- Improved game fairness by enforcing rules, regulations, and upholding the highest standards of sportsmanship.
- Contributed to efficient game management by collaborating with other officials and communicating clearly on calls made during gameplay.
- Developed strong relationships with coaches and teams, promoting mutual respect and a positive atmosphere during games.
- Facilitated smooth gameplay by making quick, accurate decisions based on thorough knowledge of the sport''s rules.
- Retained knowledge of sporting rules and regulations for compliant adjudication.
- Stayed composed and professional in high-pressure and emotionally-charged situations with coaches, players and fans.
- Provided clear explanations to players and coaches regarding rulings made during gameplay, fostering understanding among all participants.
- Communicated with fans, coaches, players, and other umpires.
- Maintained control of games, for safe, timely event running.
- Promoted good sportsmanship among athletes by modeling respectful behavior both on-field and off-field interactions with teams involved in competitions.
- Served as a mentor to new umpires, providing guidance on best practices for calling games fairly and accurately.
- Conducted pre-game meetings with coaches to review expectations and reiterate rules.
- Implemented safety standards to maintain safe player environments and limit injury risks.
- Supported fellow officials with backup calls when necessary while maintaining primary focus on assigned area of responsibility.
- Navigated difficult situations using effective communication and explanation of game rules.
- Managed time effectively during games to maintain an appropriate pace of play without compromising accuracy or fairness.
- Mediated disputes between players and coaches to maintain safe, fair play.
- Called Safe and Out plays fairly and accurately for impartial adjudication.
- Ensured proper equipment use by inspecting player gear before each match for compliance with league requirements.
- Monitored games for compliance with rules, intervening when necessary.
- Maintained accurate records of game results and statistics, submitting them promptly to the appropriate league administrators after each match.
- Reviewed and approved lineup changes and substitutions.
- Demonstrated adaptability by efficiently transitioning between different sports as needed within the Umpire role.
- Resolved disputes on field quickly, maintaining respectful and competitive environment for all participants.
- Adapted quickly to new rule implementations, maintaining integrity of game without disruption.
- Coordinated with other officials to ensure consistent rule enforcement, enhancing credibility of game outcomes.
- Assessed player actions for compliance with sportsmanship standards, promoting positive and respectful playing environment.
- Trained new umpires in proper officiating techniques, raising overall quality of officiating across league.
- Conducted pre-game briefings for coaches and players, setting clear expectations for conduct and sportsmanship.
- Improved game flow and player satisfaction by consistently applying rules and making decisive calls.
- Monitored equipment and field conditions for safety, reducing risk of injury to players.
- Maintained high levels of physical fitness, ensuring ability to closely follow play and make accurate calls.
- Made judgment calls on unsportsmanlike behavior and other violations.
- Provided safe playing environment for players by monitoring activity.
- Inspected sporting equipment for compliance with safety and event regulations.
Production Worker
BMW Manufacturing
01.2016 - 10.2023
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
- Resolved issues quickly to maintain productivity goals.
- Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
- Organized work to meet demanding production goals.
- Performed routine quality checks on finished products, ensuring adherence to company standards before shipping out units.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Assisted in training new employees on production processes, ensuring a seamless integration into the team.
- Assisted with troubleshooting equipment issues, quickly resolving problems to minimize downtime and maintain production targets.
- Participated in continuous improvement initiatives, implementing best practices to enhance overall efficiency.
- Enhanced product quality by conducting regular inspections and identifying areas for improvement.
- Provided support during equipment maintenance, minimizing downtime and ensuring consistent production output.
- Responded promptly to equipment malfunctions, minimizing disruptions to production.
- Improved product quality with meticulous quality control checks.
- Participated in cross-functional teams to address production issues, leading to smoother operations.
- Adapted quickly to changes in production schedules, ensuring flexibility in operations.
- Enhanced team collaboration by initiating regular communication meetings.
- Made sure that products were produced on time and are of good quality.
- Met production targets and tight deadlines by collaborating closely with team members.
Education
General -
Walter E. Stebbins High School
Riverside, OH05.2010
Skills
- Brand awareness
- Training programs
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Shipping and receiving
- Active listening
- Money handling
- Verbal and written communication
- Decision-making
- Customer relations
- Microsoft Excel
- Computer proficiency
- Product knowledge
- Team development
- Microsoft outlook
- Professional telephone demeanor
- Order fulfillment
- Stock management
Timeline
Customer Engagement Leader
PetSmart
07.2021 - Current
Production Worker
BMW Manufacturing
01.2016 - 10.2023
Umpire
ArbiterSports
03.2014 - Current
General -
Walter E. Stebbins High School
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