Ashley Smiter

• Assisted in recruiting, hiring and training of team members.
• Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
• Processed employee termination paperwork at direction of supervisory staff.
• Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
• Coordinated employee relocation processes.
• Maintained human resources information system and kept employee files up to date and accurate.
• Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.

Completed employee employment verifications and unemployment paperwork prior to hire or termination.

• Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
• Supported employee relations, cultivating retention with welcoming and inclusive work culture.
• Developed and implemented effective recruitment and onboarding strategies f
• Collaborated with managers to identify and address employee relations issues.
• Advocated for staff members, helping to identify and resolve conflicts.

• Responsible for the support, maintenance, and roster management of Next Generation Staffing (NGS) systems, including Employee Roster Management Application (ERMA) and MySchedule BY in collaboration with operations and management
• Works closely with management on filtering, printing, and preparing data metrics within reporting dashboards
• Support 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
• Monitored daily operations to maintain schedule compliance with organizational policies.
• Provides clerical support to various management and operational functions, including, but not limited to, photocopying, filing, faxing, emailing and answering telephone
• Provides support to HR Department as needed

• 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 the 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 the 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 50 employees.

• 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.

• 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.

• Interacted with and effectively assisted customers in normal and emergency situations
• Understood the 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 the operator 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.