Summary
Overview
Work History
Education
Skills
Timeline
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Amanda Wynn

Silver Spring

Summary

Dynamic Experience Lead at PetSmart with a proven track record in enhancing associate development and customer satisfaction. Skilled in problem resolution and relationship building, I foster a culture of empowerment while ensuring compliance and operational excellence. Committed to driving team success and improving service efficiency through effective communication and critical thinking.


Overview

11
11
years of professional experience

Work History

Experience Lead

Petsmart
10.2022 - Current
  • Facilitated the associate experience and supported associate development through recognition, training, onboarding, mentoring, succession planning, and coaching for growth.
  • Maintained store standards and lead a culture of empowerment by ensuring compliance with our policies, procedures, and code of ethics.
  • Addressed and administered associate complaints and grievances.
  • Prioritized, delegated, and validated daily tasks for associates to meet business and customer needs.
  • Led and coached associates on proper processes.
  • Effectively communicated company information and priorities to associates to ensure alignment and deliver on expectations.
  • Performed opening and closing procedures.
  • Paid attention to detail while completing assignments.
  • Developed and maintained courteous and effective working relationships.
  • Worked independently and collaboratively in a team environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Conducted daily and monthly managerial walks to validate proper execution of policies and procedures.
  • Worked directly with the services associates on productivity and scheduling to grow the business and achieve company goals.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Responsible for the customer experience and outcomes conducted over the telephone, in person, and online, and responding to general and escalated pet parent’s concerns.

Pet Hotel Lead

PetSmart
08.2014 - 10.2022
  • Performed regular facility inspections to identify potential hazards or maintenance needs before they impacted guest safety or comfort.
  • Developed strong relationships with clients through transparent communication and excellent service, resulting in repeat business and referrals.
  • Led a team of pet care professionals, ensuring adherence to safety protocols and maintaining a clean, comfortable environment for all guests.
  • Sold merchandise and services.
  • Handled client concerns with empathy and professionalism, resolving issues promptly to maintain high levels of satisfaction.
  • Supervised team members in performing daily tasks.
  • Streamlined check-in and check-out procedures for increased efficiency and reduced wait times for clients.
  • Maintained detailed records of guest stays, vaccinations, medical conditions, and special needs
  • Collaborated with management on strategic planning initiatives to increase revenue growth, expand services offered, and improve overall customer experience.
  • Coordinated hotel events and other promotional strategies.

Education

Social Sciences

University of Maryland Global Campus
Hyattsville, MD
05-2025

Associate of Arts - Social Sciences, Administration, And Health

Montgomery College
Rockville, MD
12-2022

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Critical thinking
  • Problem resolution
  • Dependable and responsible
  • Relationship building
  • Staff development
  • Documentation and reporting

Timeline

Experience Lead

Petsmart
10.2022 - Current

Pet Hotel Lead

PetSmart
08.2014 - 10.2022

Social Sciences

University of Maryland Global Campus

Associate of Arts - Social Sciences, Administration, And Health

Montgomery College

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Amanda Wynn