Gina Smiley
Nashville
Summary
Dedicated dog lover with over 3.5 years at Ollie, deeply aligned with our mission to provide fresh, human-grade nutrition that helps dogs thrive long-term. Currently working on the chat team, where I resolve customer concerns with empathy, warmth and personalized guidance to support retention and subscription continuity through trust building. Recognized for building strong relationships with pet parents, resulting in customer retention through compassionate, solution-focused interactions. Eager to bring this proven track record to the Customer Experience Retention Associate role to further enhance loyalty, reduce churn, and contribute to Ollie's vision of exceptional pet care.
Overview
8
8
years of professional experience
Work History
Senior Canine Care Representative
Ollie
11.2022 - Current
- Champion the Ollie brand in every interaction, demonstrating our dedication to quality and customer care.
- Lead initiatives that enhance the Ollie experience, focusing on upselling and informed product guidance for pet well-being.
- Create memorable experiences that strengthen our relationship with pet owners, offering tailored advice on our products.
- Manage and support customer relations across emails, calls, and our chat-based system, ensuring a seamless and responsive Ollie experience.
- Analyze customer feedback to recommend products that improve pet wellness with Ollie’s offerings.
- Drive our CX Vision forward with projects that set new standards in compassionate and efficient pet care service.
Rover Boarder and Dog Sitter
Rover
07.2022 - Current
- Provided boarding services for dogs, fostering long-term relationships with over 15 recurring clients.
- Maintained clean and sanitary environment for animals, promoting health and safety
- Advised owners on animal care and medicinal schedules, ensuring pets received appropriate treatment
- Engaged with past customers to provide updates on their pets and maintain strong relationships.
- Coordinated appointment schedules to optimize time management and enhance client satisfaction
Customer Service Representative
Home Shopping Network
07.2020 - 07.2022
- Peer Coach to help colleagues with efficiency and job knowledge to meet their KPIs.
- Problem solves and de-escalates a variety of situations while sustaining a high-paced call volume
- Retained customers through services and performing activities such as exchanging merchandise, refunding money, adjusting billing, actively listening to concerns and resolving the same issues, etc
- Notate customers’ records and interactions or transactions, recording details of inquiries, complaints, or comments.
Hair Stylist
Great Clips
Nashville
10.2017 - 05.2020
- Schedule client appointments.
- Update and maintain customer satisfaction and information records
- Operate cash registers to receive payments.
- Achieve sales targets and outcomes in a timely manner.
Education
General Health Science -
VOLSTATE COMMUNITY COLLEGE
Hendersonville, TN11-2019
Licensed Cosmetologist -
Milan Institute
Bakersfield, CA11-2013
Skills
- Customer Retention & Loyalty Building
- Positive Team Support & Always Willing to Learn and Improve
- Effective communication
- Empathetic Communication & Active Listening
- Problem Solving & De-escalation
- Fast-paced Chat-Based Support & Multi-Channel Customer Service
- Subscription Management & Guidance
- Data Analysis & Feedback Interpretation
- Microsoft Office Suite (Excel proficiency)
- Time Management & Organization
Accomplishments
- Peer Coach for HSN
- Selected For Most Valuable Team Member 2022
- Top Sales Performance for the Month of January 2021
- Top 20% in company for Customer Service Representative
References
References available upon request
Affiliations
I board local pups at my house and have a growing number of regulars who have trusted me with caring for their furry friends for 4+ years.
Timeline
Senior Canine Care Representative
Ollie
11.2022 - Current
Rover Boarder and Dog Sitter
Rover
07.2022 - Current
Customer Service Representative
Home Shopping Network
07.2020 - 07.2022
Hair Stylist
Great Clips
10.2017 - 05.2020
General Health Science -
VOLSTATE COMMUNITY COLLEGE
Licensed Cosmetologist -
Milan Institute