Crystal Mills
Ingles Markets Inc
Baltimore,MD
7
Years of experience
Experienced customer service leader with strengths in active listening, client relations, and crisis intervention. Proven ability to resolve concerns, train staff, and support calm, efficient operations in fast-paced retail settings.
Work History
Wine Manager
4 Months- Managed wine department operations at Ingles Markets grocery store.
- Ordered wine inventory using store sales patterns and seasonal demand.
- Merchandised shelves with signage, pricing, and product placement.
- Assisted customers with wine selections, pairings, and recommendations.
- Maintained compliance with alcohol laws and store age-check policies.
- Trained associates on product knowledge and department procedures.
Customer Service Manager
6 Years 8 Months- Helped manage front-end customer service desk at Ingles Markets by handling guest concerns and requests.
- Trained cashiers and service clerks on store policies, service standards, and procedures.
- Supported daily register coverage, break schedules, and lane coverage during busy periods.
- Helped coordinate communication between departments for checkout, returns, and special orders.
- Helped manage front-end customer service desk at Ingles Markets while resolving guest concerns and requests.
- Supported daily register coverage, break schedules, and lane coverage across busy periods.
- Processed refunds, exchanges, and price overrides according to Ingles Markets customer service guidelines.
- Coordinated communication between departments to support checkout, returns, and special orders.
- Monitored cash handling, register accuracy, and closing procedures for customer service operations.
- Addressed customer complaints with calm, professional service and clear store information.
- Monitored staff performance to support customer service standards.
- Reviewed customer feedback and complaints to identify improvement areas in customer service processes.
- Developed and implemented strategies to deliver strong customer service experiences.
- Maintained quality control policies and procedures to improve customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
Scanning Coordinator
6 Years 8 Months- Managed price changes across Ingles Markets aisles and service departments.
- Updated shelf tags, signs, and ad labels using store scanning systems.
- Verified item pricing and UPC accuracy against corporate files.
- Coordinated weekly scan maintenance with department managers and front-end staff.
- Processed new item setups and discontinued item removals in grocery systems.
- Resolved pricing discrepancies by comparing shelf scans with register readings.
- Maintained promotional signage for Ingles Markets sales, specials, and seasonal events.
- Maintained scanning equipment and reported any malfunctions or maintenance needs.
- Coordinated with other departments to ensure timely completion of scanning projects.
- Created and maintained accurate records of all scanned documents.
- Developed and implemented scanning procedures for improved efficiency.
- Operated equipment such as box cutters, hand jacks, tape guns, and scanners in alignment with company guidelines.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
Personal Shopper
6 Years 8 Months- Picked online grocery orders for Ingles Markets customers with handheld device
- Selected fresh produce, meats, and pantry items following store standards
- Bagged groceries carefully to protect fragile and chilled products
- Checked item quality and reported unavailable products for substitutions
- Staged completed orders in pickup areas for customer retrieval
- Replenished shopping carts and baskets for curbside order flow
- Maintained clean, organized work areas throughout Ingles Markets shifts
- Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
- Maintained positive relationships with grocery store personnel by being consistently professional and friendly.
- Scanned items when pulling from shelves to update system stock information.
- Developed relationships with loyal shoppers by providing personalized shopping experiences.
- Greeted customers and answered product or service questions.
- Tracked customer feedback through surveys or other methods in order to improve services offered.
- Asked store associates for help locating missing products.
Lottery Attendant
6 Years 11 Months- Assisted customers with state lottery ticket purchases and redemptions at Ingles Markets checkout
- Verified winning tickets and processed payouts following company and lottery guidelines
- Balanced cash drawer and secured lottery funds during shift close
- Explained ticket options, play types, and store policies to customers
- Maintained organized lottery displays, supplies, and point-of-sale area
- Coordinated with store associates to support smooth front-end operations
- Assisted customers with selecting the right type of lottery ticket for their needs.
- Verified customers' age before selling lottery tickets.
- Processed cash, credit card, debit card payments for lottery ticket purchases.
- Ensured lottery tickets and supplies were adequately stocked in the store.
- Maintained cleanliness inside the store premises including counters, shelves, floors.
- Informed customers about upcoming promotions and special offers related to lotteries.
- Coordinated with vendors for delivery of new products and restocking existing ones.
- Confirmed winners' eligibility through validating identification documents.
- Printed customer bills and processed payments using cash register.
Western Union Agent Cashier
6 Years 11 Months- Processed Western Union money transfers for Ingles Markets customers
- Verified customer identification before completing cash transactions
- Counted cash drawer and balanced daily register
- Assisted customers with transfer questions and service needs
- Maintained accurate transaction records and receipt files
- Handled cash, payments, and change with care
- Followed Western Union procedures and Ingles Markets policies
- Resolved payment issues while supporting front counter operations
- Performed administrative tasks such as filing paperwork or updating databases.
- Communicated effectively with co-workers, supervisors, and other staff members.
- Received incoming funds from customers and distributed appropriate amounts to customers as needed.
- Followed established procedures for handling cash, checks and other forms of payment.
- Provided assistance with training new employees on processes related to money transfers or other services provided by Western Union.
- Cross-trained staff members on various functions within the store's operations.
- Adhered to all applicable laws and regulations regarding money transfers and payments.
Education
Bachelor of Science - Addiction Counseling
- Still attending I am in BS Psych Pre-Counsel & Therapy
- Graduated from South River Senior High 1999
Skills
Counseling techniques
Case management
Crisis intervention
Behavioral assessment
Client relations
Active listening
Timeline
Wine Manager
Ingles Markets Inc
01.2026 - 05.2026Read More
Customer Service Manager
Ingles Markets Inc
09.2019 - 05.2026Read More
Scanning Coordinator
Ingles Markets Inc
09.2019 - 05.2026Read More
Personal Shopper
Ingles Markets Inc
09.2019 - 05.2026Read More
Lottery Attendant
Ingles Markets Inc
06.2019 - 05.2026Read More
Western Union Agent Cashier
Ingles Markets Inc
06.2019 - 05.2026Read More
Capella University
Bachelor of Science from Addiction Counseling
Read More