Ashley Smiter
Chicago,IL
Summary
Successful human resource candidate with expertise in employee recruitment, training and payroll management. Adept at building and maintaining positive relationships with employees and management. Strong organizational skills and committed to adhering to relevant laws and regulations.
Overview
10
10
years of professional experience
Work History
Sr. Operations Administration - HR
Fedex Ground
05.2022 - Current
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Answered employee inquiries regarding health benefits and 401k options.
- Developed and implemented HR policies and procedures to promote clear and consistent approach to managing employees.
- Administered employee benefits programs and assisted with open enrollment.
- Collaborated with managers to identify and address employee relations issues.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Advocated for staff members, helping to identify and resolve conflicts.
- Developed and monitored employee recognition programs.
- Distributed employee engagement surveys to identify areas of improvement.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Prepared documents for internal and external audits.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
Sr. Operations Administrator - Myschedule
Fedex Ground
12.2021 - 05.2022
- Responsible for supporting and maintaining of Next Generation Staffing (NGS) systems, including Employee Roster Management Application (ERMA) and MySchedule BY in collaboration with operations and management.
- Prints rosters from MySchedule systems and provide to management for daily operational sort function
- Works closely with management on filtering, printing, and preparing data metrics within reporting dashboards
- Supported over 500 package handlers with set-up of MySchedule, including set up of Fed Ex enterprise passwords, MySchedule app download and use
- Assists with all package handler tasks and troubleshooting within MySchedule
- Provides clerical support to various management and operational functions, including, but not limited to, photocopying, filing, faxing, emailing and answering telephone
- Reviews, researches and/or enters data in various systems to support respective functional area
- Compiles data and provides various regular and ad hoc reports to management for review and determination
- Serves as frontline customer service to receive, solve and/or escalate customer inquiries and issues
- Assists management with Business Control Self Assessment (BCSA) audit activity by retrieving data and/or files for review
- Planned and organized employee appreciation and holiday events to encourage and promote employee morale
Site Manager
Instacart
12.2020 - 03.2021
- Responsible for maintaining strong relationships with retail partners, managing the entire shopper life-cycle from hiring to on boarding and performance management, and being a connective glue between on-the-ground operations and HQ.
- Oversee in-store shopper hiring process, including on boarding setup, oversight, and applicant communication.
- Facilitate in-store shopper training, coaching, and shadowing.
- Provide guidance and support to in-store Shift Leads.
- Assist with special projects such as new store launch initiatives or new geography launches.
- Proactively develop improvements to in-store shopping processes across multiple stores.
- Oversee and ensure that orders are accurately and efficiently fulfilled.
- Communicate promptly with necessary details to local Instacart Operations Team regarding issues that may arise in-store and provide recommendations for resolutions.
- Partner with local Instacart Operations Team resources to ensure important personnel issues are escalated properly.
- Brainstorm new process improvements that will enhance customer experience.
- Act quickly and respond to issues that arise with shoppers, customers, and our retail partners.
- Interviewed, hired and trained new Shoppers
- Monitored, coached and supervised team of more than 100 employees.
- Established team priorities, maintained schedules and monitored performance
- Established performance goals for employees and provided feedback on methods for reaching those milestones
Shift Lead
Instacart
08.2016 - 12.2020
- Onboard new shoppers and provide continuous structured guidance and support to in-store shopper team to help them achieve individual performance goals
- Utilize existing resources, tools, and team members to quickly identify and solve any shopper, customer, or retailer issues
- Build morale in-store and foster a collaborative, team oriented work environment
- Enforce policies for in-store shoppers and partner with local Operations Team to ensure personnel issues are escalated properly
- Assist with training and development of Shift Leads.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Helped store management meet standards of service and quality in daily operations.
- Kept employees operating productively and working on task to meet business and customer needs.
- Identified team weak points and implemented corrective actions to resolve concerns.
Customer Support
Groupon Getaways
04.2015 - 08.2016
- Received calls and responded to emails from customers, ranging from basic how-to questions to unique circumstances regarding specific offers
- Resolved customer issues in a timely and consistent manner
- Met daily individual and team resolution targets by managing time and productivity expectations
- Knowledge of internal ticketing system, customer portals, back office databases, Groupon redemption procedures and specifics around Groupon features
- Worked with merchants to actively troubleshoot and set up a Point of Sale system and Assisted with on boarding with Breadcrumb POS.
- Trained customers to use and maintain equipment to reduce service issues.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
Customer Service Assistant
Chicago Transit Authority
11.2013 - 04.2015
- Interacted with and effectively assisted customers in normal and emergency situations
- Understood Chicago Transit Authority system fares, schedules, routes, transfer and connecting points and major points of interest in the Chicagoland area
- Provided special assistance to mobility limited customers
- Maintained up to date knowledge to assist with making minor operational adjustments to rail cars and assisted operators as needed
- Maintained knowledge and understanding of the fare structure, the operation and features of the Automated Fare Collection equipment, fare instruments and all rules and procedures governing fare collection
- Provided assistance in evacuation of persons from CTA facilities and/or vehicles as necessary.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Education
Some College (No Degree) - HR Management
Devry University
ChicagoHigh School Diploma -
Proviso East High School
Maywood, IL05.2006
Skills
- Termination Procedures
- Scheduling
- Employee Onboarding
- Hiring and Retention
- Administrative and Clerical Support
- Policy and Procedure Adherence
- Managing Operations and Efficiency
- Administration
- Talent management
- Training development
- Benefits and compensation
- Recruitment
- Pre-Employment Screening
Timeline
Sr. Operations Administration - HR
Fedex Ground
05.2022 - Current
Sr. Operations Administrator - Myschedule
Fedex Ground
12.2021 - 05.2022
Site Manager
Instacart
12.2020 - 03.2021
Shift Lead
Instacart
08.2016 - 12.2020
Customer Support
Groupon Getaways
04.2015 - 08.2016
Customer Service Assistant
Chicago Transit Authority
11.2013 - 04.2015
Some College (No Degree) - HR Management
Devry University
High School Diploma -
Proviso East High School