Justice Smith
Tampa,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Retail Support Specialist
Maplebear Inc. D/b/a Instacart
04.2022 - Current
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Developed customer service processes to improve customer satisfaction.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Monitored customer feedback and performance indicators to identify areas for improvement.
- Collaborated with team members to enhance customer service experience and exceed team goals through effective retail satisfaction rates.
- Kept consumers information protected by following Instacart PII security procedures.
- Made decisions about critical and sensitive issue in fast paced environment.
- Submitted tickets to Trust and Safety to ensure Instacart community operate with high degree of confidentiality.
- Resolved live issues with consumers, retailers, and shoppers.
Customer Service Staff
Publix
11.2016 - 07.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Money wiring via western union, money orders also cashed checks.
- Prepared and collected tills, performed pickups and loans Performing overrides and resolving cash/inventory discrepancies with cashiers and customers.
- Answered phone calls for the store, and relaying messages to managers Coordinating the front end associates.
- Distributed tobacco to cashiers as purchased by customers.
- Special orders Filed and wrote the daily and weekly reports to the corporate office each week.
- Worked the customer service counter and understand the daily operations.
- Oversaw and managed all cash and security functions, including store safes and registers, cash office, counting/reviewing all cashier tills and organizing the money.
- Sent and received quick collect payments, using Citizen printer systems.
- Prepared weekly sales reports for the sales team and sales management.
- Handed all issues and ensured each customer is satisfied and has a positive, pleasant shopping experience.
- Took the time to answers associates questions and concerns about the daily operations of the Customer Service Department.
- Counted all daily cash intake for the store, and witnessed drops into the safe each night during closing among other miscellaneous tasks.
Team Leader
Boys And Girls Of Tomorrow
05.2014 - 06.2016
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted mentees in developing self-confidence and positive self-image.
- Provided guidance on stress management and grounding techniques to reduce overwhelm.
- Maintained strict confidentiality in all situations unless abuse, neglect, or threats identified.
- Encouraged exploration of new hobbies and career opportunities to enhance quality of life.
- Assisted youth with homework assignments, sports, and fitness, art and literacy.
- Collaborated with teachers, counselors and administrators to foster access to resources and support.
Education
High School Diploma -
Monarch High School
Coconut Creek, FL06.2016
Skills
- Complex Problem-Solving
- POS
- Proven ability to collaborate with others and communicate on all levels of management
- Proven experience to function independently in diverse; team-oriented environment
- Proficient in Microsoft Office Products, Excel, Google Sheets, Zendesk, and Jira
- Mac OS
- Computer Networking
- Supervising experience
- Data Security
Timeline
Retail Support Specialist
Maplebear Inc. D/b/a Instacart
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 -
Monarch High School
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