Janiya Smith
West Orange,NJ
Summary
Excellent customer service professional with a proven track record at Acme Markets, excelling in conflict resolution and precise cash management. Recognized for enhancing customer satisfaction and training new associates, while leveraging strategic decision-making skills to optimize operations. Committed to delivering exceptional service and fostering a positive team environment. Known for reliability and high knowledge of customer service practices. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
Acme Markets
Montclair, NJ
07.2020 - Current
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Evaluated employee performance and made recommendations for improvements.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Processed refunds and exchanges in accordance with company policy.
- Developed an expert knowledge of Western Union products and services to confidently answer customer questions accurately and efficiently. While maintaining a high level of confidentiality with sensitive customer information, adhering to strict data protection guidelines at all times.
- Educated new employees on lottery procedures, contributing to successful onboarding processes for staff members. Ensuring accuracy in ticket dispensing and money handling for smooth lottery operations.
- Promoted from cashier to customer service associate within one year, demonstrating rapid growth in leadership abilities and operational knowledge.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified and resolved discrepancies and errors in customers' receipts.
Ticket Seller
Newark Board of Education
Newark, NJ
09.2018 - 11.2023
- Worked collaboratively with coworkers during busy periods to provide seamless support across multiple areas of operation.
- Enhanced customer satisfaction by providing accurate and timely information on ticket prices, seating options, and event details.
- Handled cash transactions securely while maintaining an accurate record of all financial activities within the box office.
- Handled high-volume ticket sales with precision and accuracy, ensuring a positive experience for all patrons.
IT Summer Intern
Montclair Board of Education
Montclair, NJ
07.2019 - 09.2019
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Contributed to improved decision-making processes by providing timely and reliable data reports to management.
- Checked for accuracy by verifying data and records.
- Assisted by going to each school in the district and checking the serial numbers of their technology and inputting it into the data spreadsheet making sure everything is up to date and accurate
Education
Bachelor of Science - Public Health Administration And Policy
Montclair State University
Montclair, NJ12-2025
High School Diploma -
Montclair High School
Montclair, NJ06-2020
Skills
- Customer Service Expertise
- Conflict Resolution
- Effective Complaint Resolution
- Fraud Detection Strategies
- Precise Cash Management
- Shift Management
- Strategic Decision Making
- Team Leadership
- Technical Assistance
- De-escalation techniques
Accomplishments
Associate of the Month April 2022
Associate of the Year 2023
Outstanding Customer Service Recognition by Tom Lofland, Mid Atlantic Division President 1/15/2024
GOT (Greet, Offer, Thank) Customer Satisfaction March 2025
Timeline
Customer Service Associate
Acme Markets
07.2020 - Current
IT Summer Intern
Montclair Board of Education
07.2019 - 09.2019
Ticket Seller
Newark Board of Education
09.2018 - 11.2023
Bachelor of Science - Public Health Administration And Policy
Montclair State University
High School Diploma -
Montclair High School
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