Summary
Overview
Work History
Education
Skills
Volunteer Experience
Service-Learning-Based Project Proposal
Accomplishments
Timeline
Generic

Erica Smith

Tucson,AZ

Summary

With a proven track record at Costco for elevating customer satisfaction through creative problem-solving and exceptional tech support, I bring a blend of strong work ethic and effective communication skills. My experience spans from technical support to management, consistently achieving goals and fostering team collaboration. Skilled in inventory management and customer relationship management, I excel in high-pressure environments, ensuring both team efficiency and customer loyalty. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

26
26
years of professional experience

Work History

Technical and Warranty Support

Costco
Tucson, AZ
09.2023 - Current
  • Recognized by management for providing exceptional customer service.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Identified needs of customers promptly and efficiently.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Completed day-to-day duties accurately and efficiently.
  • Troubleshot and tested major appliances and electronics by using computer programs.
  • Explained principles, techniques and safety procedures on the use of major appliances and electronics.

Home Organizer

E's Home Restoration
Tucson, AZ
12.2022 - 03.2023
  • Provided assistance communicating, typing correspondence or obtaining information.
  • Cleaned building floors by sweeping, mopping and scrubbing.
  • Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Employed deep-cleaning techniques for areas in need of additional sanitation.
  • Emptied wastebaskets and disposed of soiled linens in guest rooms to reduce spread of germs and enhance freshness.
  • Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
  • Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
  • Sanitized and cleaned sinks, mirrors, toilets and showers.
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
  • Adhered to daily cleaning schedules and updated as needed based on demand.
  • Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
  • Checked inventory for required supplies and made lists for needed cleaning products.
  • Vacuumed floors and dusted furniture to maintain organized, professional appearance.

Communication Assistant

CaptionCall
Tucson, AZ
07.2019 - 08.2022
  • Participated in drills, exercises and training to improve skills.
  • Delivered translation services to clients.
  • Proofread translations to identify and correct punctuation, grammatical and translation errors.
  • Facilitated communication for people with limited language proficiency.
  • Captioned telephone conversations verbatim to facilitate accurate communications.
  • Transcribed exact wording for wide-ranging conversations.
  • Protected callers' personal information by following exact protocols for typing conversations with no recording or documentation.
  • Maintained strict compliance with government regulations barring interference in conversations.
  • Assisted with emergency calls by captioning and relaying critical information.
  • Repeated words into voice recognition software to produce text for captioned telephone.
  • Listened to audio to produce captions for individuals with hearing disabilities, such as deafness.
  • Converted audio content manually into text captions for individuals with hearing loss.
  • Proofread automated captions and typed corrections.
  • Worked quickly and accurately to meet productivity goals.
  • Followed call center procedures when delivering services.
  • Participated in training courses to enhance technical skills

Assistant Grocery Manager

Safeway
Willcox, AZ
05.2010 - 09.2019
  • Created dynamic displays of new merchandise to catch attention of store customers
  • Established, enforced and updated policies to keep employees safe and effective
  • Monitored inventory levels on a daily basis and placed new orders for merchandise to keep supply well-stocked
  • Completed onboarding and training programs for new employees
  • Generated daily operational and sales reports for corrective action or continuous improvement
  • Collaborated with staff to maximize customer satisfaction
  • Engaged professionally with employees and customers to build rapport and nurture relationships
  • Established departmental performance goals, set timeline targets for sales team and trained new employees
  • Directed all day-to-day operations of grocery facility to provide safe and enjoyable guest experience

Office Manager/Bookkeeper

Safeway
Tucson, AZ
11.2003 - 03.2010
  • Reviewed customer data to assess current issues and determine eligibility for potential solutions
  • Communicated with supervisors to escalate customer concerns, store issues and inventory requirements
  • Collected customer feedback and recommended procedural or product changes to enhance future service
  • Consulted with upset customers to determine best methods to resolve service
  • Answered 30]+ inbound calls per day and directed to designated individuals or departments
  • Cross-trained new employees
  • Addressed customer service inquiries quickly and accurately
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements
  • Provided excellent services for customers by following up on issues
  • Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning
  • Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints
  • Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy
  • Completed advanced cashiering functions such as processing returns, payment reversals and exchanges
  • Troubleshot and resolved issues with cash registers, card scanners and printers
  • Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues
  • Prepared daily cash register drawers by carefully counting out correct change levels and documenting totals
  • Notified security of suspected theft, including descriptions of individuals and items stolen to help control store losses

Cashier

Safeway
Tucson, AZ
10.2001 - 06.2003
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Provided onsite training
  • Helped fellow cashiers resolve technical, service and customer issues to maintain team efficiency and customer satisfaction
  • Worked closely with front-end staff to assist customers
  • Trained new team members in cash register operation, stock procedures and customer service
  • Kept check-out areas clean, organized, and well-stocked to maintain attractive store
  • Helped customer locate and select appropriate merchandise throughout store
  • Stayed up to date on current item discounts to support promotions
  • Reduced company risk and complied with regulations by properly verifying customer identification for alcohol or tobacco purchases

Courtesy Clerk

Safeway
Tucson, AZ
05.2001 - 10.2001
  • Packaged or bagged purchases and helped customers move items to vehicle
  • Collected customer feedback and passed information onto management for review
  • Assisted customers with price checks, heavy items and any other need to complete successful shopping experiences
  • Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints
  • Returned exchanged or unwanted items to correct shelf locations and organized proper display arrangements to promote purchases
  • Greeted every customer with smile, friendly manner and personalized support to drive store loyalty
  • Evaluated safety and security concerns and reported to leadership as appropriate
  • Escorted customers to desired merchandise throughout store for optimal customer service
  • Maintained store cleanliness and sanitation
  • Placed customer items into bags using proper techniques to protect delicate items and separate different groups
  • Answered questions regarding store and products by informing customers of current sales and promotions
  • Collected shopping carts from parking lot per shift to maintain clean, organized parking lot area

Customer Service

Mail Boxes Etc
Tucson, AZ
08.1999 - 09.2001
  • Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions
  • Planned and executed customer orders
  • Provided onsite training
  • Maintained accurate and current order and shipment forms, inventory documentation and customer records
  • Prepared customer packages for shipment by attaching tags and labels, preparing shipment documents
  • Maintained clean and organized work areas

Education

Bachelor of Science - Public Health

Grand Canyon University
Phoenix, AZ
2025

High School Diploma -

Desert Christian High School
Tucson, AZ
1998

Nutritional Science

University of Arizona
Tucson, AZ

General

Pima Community College
Tucson, AZ

Skills

  • Customer Service Skills
  • High-energy attitude
  • Goal orientated
  • Sound judgment
  • Computer-savvy
  • Customer relationship management
  • Customer experiences
  • Team building and motivation
  • Calm under pressure
  • Verbal and Written Communication
  • Problem-Solving
  • Appointment Setting
  • Excellent Communication
  • Running Errands
  • Building Positive Rapport
  • Attention to Detail
  • Store Opening and Closing
  • Inventory Management
  • Strong Work Ethic
  • Tech support
  • Problem resolution
  • Trouble Shooting

Volunteer Experience

  • Certified Pre-Transplant Mentor for caregivers and their families (2018- present)
  • Co-founder of Transplant Support Group for Caregivers (2019-present)
  • Winter Haven Festival of Lights Food Drive Volunteer (Dec 2024).
  • Helped with collecting food donations at Winterhaven entrances, sorting donated food, welcoming guests, providing event maps, and accepting monetary donations.
  • Community Food Bank of Southern Arizona Volunteer (Dec 2024- Present).
  • Distributed shelf-stable products and fresh groceries to individuals, families, and seniors in our community. Loading client grocery carts with emergency bags, senior boxes, and other food items. Help keep the flow of clients steady and appropriately.

Service-Learning-Based Project Proposal

  • Description: Developed a comprehensive Service-Learning-Based Project Proposal to investigate food insecurity in low-income minority communities exacerbated by transportation barriers, identify unmet needs and gaps, and formulate an evidence-based intervention proposal.
  • Role and Responsibilities: Conducted literature review, defined the problem statement, selected an appropriate health behavior theory/model, and designed questionnaires for stakeholders.
  • Skills and Tools Used: Conducted service-learning-based research through volunteering at the local food bank, using data collection techniques, literature reviews, public health theories, and evidence-based interventions.
  • Achievements and Outcomes: Successfully identified key factors contributing to the public health issue, engaged stakeholders, and proposed an evidence-based intervention.
  • Duration: December 2024- February 2025

Accomplishments

  • Successfully raised over $10,000 fund raising for various charities including Breast Cancer, MDA, Prostate Cancer and Special Olympics.

Timeline

Technical and Warranty Support

Costco
09.2023 - Current

Home Organizer

E's Home Restoration
12.2022 - 03.2023

Communication Assistant

CaptionCall
07.2019 - 08.2022

Assistant Grocery Manager

Safeway
05.2010 - 09.2019

Office Manager/Bookkeeper

Safeway
11.2003 - 03.2010

Cashier

Safeway
10.2001 - 06.2003

Courtesy Clerk

Safeway
05.2001 - 10.2001

Customer Service

Mail Boxes Etc
08.1999 - 09.2001

Bachelor of Science - Public Health

Grand Canyon University

Nutritional Science

University of Arizona

General

Pima Community College

High School Diploma -

Desert Christian High School

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Erica Smith