Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Janiya Smith

West Orange,NJ

Summary

Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.

Overview

7
7
years of professional experience

Work History

Customer Service Associate

Acme Markets
07.2020 - Current
    • Helped an average of 50 customers every day with a positive attitude and focus on customer satisfaction.
    • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback. Using De -escalation techniques.
    • Answer on average 15 customer telephone calls promptly to avoid on-hold wait times.
    • Trained over 10 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.
    • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers. Evaluating employee performance and making recommendations for improvements, showing Team Leadership .
    • Processed refunds and exchanges in accordance with company policy. Identified and resolved discrepancies and errors in customers' receipts.
    • 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. Using Fraud Detection Strategies .
    • 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. Using precise cash management .
    • Promoted from cashier to customer service associate within one year, demonstrating rapid growth in leadership abilities and operational knowledge.
    • Manage 4 cashiers and 1 Self-Checkout attendee on a daily basis, while managing customer service and attending to each customer promptly.

Ticket Seller

Newark Board of Education
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.
  • Managed 100+ ticket sales during games with precision and accuracy, ensuring a positive experience for all patrons.

IT Summer Intern

Montclair Board of Education
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 record.
  • Assisted by going to each school in the district and checking over 500+ serial numbers of their technology and inputting it into a data spreadsheet, making sure everything is up to date and accurate

Education

Bachelor of Science - Public Health

Montclair State University
Montclair, NJ
12-2025

Skills

    • Experienced in Conflict Resolution Techniques

    • Proficient in POS Systems

    • Technical Assistance

    • Strategic Decision Making

    • Shift Management

    • Experienced in Conflict Resolution Techniques

Accomplishments

    Associate of the Month April 2022

    Associate of the Year 2023

    Outstanding Customer Service Recognition Letter 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

Montclair State University

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