JUSTICE SMITH
Chesterfield,VA
Summary
Creative and results-driven Retail Support Voice Specialist II with strong experience improving communication, support processes, and user sentiment across Instacart’s platforms. Known for simplifying knowledge, resolving complex issues, and creating resources that enhance team performance. Skilled in brand-safe communication, community support, and clear, empathetic messaging—ready to bring these strengths to the CX Social Media Specialist role.
Overview
12
12
years of professional experience
Work History
Retail Support Voice Specialist II
Instacart (Maplebear Inc.)
04.2022 - Current
- Expertly use CX tools, systems, and AKBs to resolve contacts efficiently.
- Process routine escalations autonomously with prompt and accurate resolutions.
- Lead creation and refinement of huddle content to support engaging team communication.
- Participate in workshops, presentations, and mentorship when applicable.
- Support subject matter experts in CX launch readiness.
- Pilot new processes and features to elevate user experience and contribute feedback.
- Serve as a role model by delivering exceptional customer experiences and promoting continuous improvement.
- Provide guidance to less experienced team members as a source of process and system knowledge.
- Support audits of processes and policies to identify optimization opportunities.
Customer Service Staff
Publix
11.2016 - 07.2020
- Handled customer service operations including Western Union, money orders, and check-cashing.
- Prepared tills, performed overrides, resolved discrepancies, and completed reports.
- Managed cash office functions and ensured accuracy in store financial operations.
- Supported customer needs, resolved issues, and maintained front-end operations.
Team Leader
Boys and Girls of Tomorrow
05.2014 - 06.2016
- Monitored team performance and supported productivity with coaching and mentorship.
- Assisted youth with academics, fitness, literacy, and emotional development.
- Led team meetings, maintained confidentiality, and facilitated confidence-building activities.
Education
High School Diploma - undefined
Monarch High School
01.2016
Skills
- Brand Voice Consistency
- Community Engagement
- Crisis Response
- Trend Awareness
- CRM Messaging
- Knowledge Sharing
- Cross-Functional Collaboration
- Content Creation
- Resource Development (Retail Specialist Vault)
- Gumloop Automation
- Workflow Agent Creation
- Complex Troubleshooting
- Empathy
- Active Listening
- Microsoft Office
- MacOS
- POS
- Networking
- Supervisory Experience
LANGUAGES
English — Native/Bilingual
Accomplishments
- Consistently met all KPIs with strong quality and efficiency.
- Created the ‘Retail Specialist Vault’ in WIKI to improve QA scores and enhance access to essential tools and links.
- Founded “Ava Hour,” simplifying KB content and improving Ava usage across the team.
- Developed CRM communication points for Giant Eagle Connect to support accurate launch readiness.
Timeline
Retail Support Voice Specialist II
Instacart (Maplebear Inc.)
04.2022 - Current
Customer Service Staff
Publix
11.2016 - 07.2020
Team Leader
Boys and Girls of Tomorrow
05.2014 - 06.2016
High School Diploma - undefined
Monarch High School