Shaquitta Smith
Hawthorne,CA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Consignor/Vendor Relations Specialist
The RealReal
05.2021 - Current
- Maintained 20 up-to-date records of vendor contracts and agreements, ensuring easy access for all relevant stakeholders.
- Resolved invoice disputes efficiently, minimizing potential financial risks for both parties involved.
- Strengthened vendor relationships by maintaining consistent communication and addressing concerns promptly.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Increased efficiency by automating 2 routine tasks with software solutions.
- Gathered, organized and input information into digital database.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records for 75 daily customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Facilitated remote assistance through chat support or email correspondence when appropriate, offering alternative service channels for customers'' convenience.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
Bookseller
Hudson Group Inc.
06.2019 - 03.2020
- Managed cash register up 100 transactions accurately, ensuring proper handling of financial transactions and minimizing discrepancies.
- Collaborated with management to create eye-catching displays that showcased popular titles or themes, increasing visibility for featured books.
- Maintained an up-to-date knowledge of current literary trends, ensuring accurate recommendations for customers.
- Maximized store efficiency by cross-training in multiple departments, allowing for seamless shift coverage and reduced downtime.
- Streamlined the shelving process, reducing time spent on restocking while maintaining a well-organized store layout.
- Increased sales of promotional items with strategic placement and persuasive selling techniques.
- Recommended complementary purchases to at least 3 customers daily, increasing revenue.
- Maintained up-to-date knowledge of airport procedures and terminals, effectively addressing passenger inquiries and concerns.
- Participated with airport security teams to maintain a safe environment for all travelers and staff.
Senior Merchandiser
MUJI
03.2016 - 08.2019
- Streamlined merchandise presentation by implementing innovative visual techniques, resulting in increased sales.
- Managed seasonal merchandise transitions smoothly, ensuring timely delivery of fresh inventory while minimizing leftover stock.
- Transported necessary equipment and products between 3 storage locations.
- Removed damaged, out-of-code, not-in-set, and discontinued items from displays.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Updated pricing and signage to complete product displays and educate customers.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Organized store merchandise racks by size, style, and color.
- Organized and maintained displays to achieve clean and appealing product layouts.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Coordinated with stock team to expedite restocking of high-demand items.
- Participated in yearly inventory counts to maintain accurate stock levels.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Supported store cleanliness standards by regularly organizing shelves, folding clothing items, cleaning surfaces, sweeping, and mopping the floor space.
- Participated in store meetings to discuss strategies for meeting sales goals and improving overall performance metrics.
- Trained new employees on company policies, procedures, product knowledge, and selling techniques, improving team performance overall.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Recommended complementary purchases to customers, increasing revenue.
- Arranged consistent shelves, bins, and racks at 1 other location by following established planograms.
Retail Customer Service Associate
H&M Hennes & Mauritz
09.2015 - 01.2016
- Maintained a clean and organized store environment, enhancing customer shopping experience.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Handled cash register operations accurately, minimizing discrepancies while reconciling daily financial reports.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
- Organized clothing and accessories that customers had returned to fitting room desk.
- Cleaned and maintained 8 fitting rooms regularly.
- Reduced theft by limiting number of items that each customer took into fitting rooms.
- Answered up to 5 customer telephone calls to provide information about store policies and available merchandise.
- Welcomed each customer to fitting room with warm smile and kind words.
- Monitored customers for signs of theft.
- Offered help to customers and brought alternative sizes.
- Upheld store policies regarding maximum items allowed per fitting room visit while offering flexible solutions when necessary to accommodate unique situations or requests from shoppers.
- Maintained thorough knowledge of store layout and product offerings to efficiently direct customers to their desired items or departments.
- Aided in visual merchandising efforts by rearranging merchandise displays according to seasonal trends or promotional initiatives within the store environment.
- Demonstrated adaptability in supporting other departments during peak hours or staffing shortages as needed, contributing to overall team success.
- Addressed customer inquiries with professionalism, providing guidance on sizing, style options, and overall fit of garments.
- Conducted 5 regular fitting room checks for any abandoned clothing items, promptly returning them to their proper location on the sales floor.
- Suggested accessories such as belts, jewelry, and shoes to complement chosen clothing items.
Technical Support Representative/Fraud Prevention Specialist
Convergys
03.2011 - 07.2015
- Documented 100 customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used 2 ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed 100 complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Educated 10 staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
- Improved customer trust by promptly addressing and resolving fraud-related inquiries and complaints.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for 100 callers of varying levels of technical understanding.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and backed up 10 other customer service managers.
- Implemented and developed 2 customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Gained hands-on experience with accounting software programs such as QuickBooks enhancing overall efficiency in daily tasks.
- Trained 25 clients daily on QuickBooks to help make tax management easier.
Education
Bachelor of Arts - Fashion Design & Merchandising
Collins College
Phoenix, AZ03.2012
High School Diploma -
Leuzinger High School
Lawndale, CA01-2019
Skills
- Client relationship management
- Conflict resolution
- Workflow optimization
- Idea development and brainstorming
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Staff training
- Live chat support
- Coaching and mentoring
- Key performance indicators
- Giving constructive feedback
- Team building
- Verbal and written communication
- Empathy and tactfulness
Certification
CPR/AED Certification
- Certified Personal Trainer- International Sports Science Association 2024.
Languages
English
Full Professional
French
Elementary
Timeline
Consignor/Vendor Relations Specialist
The RealReal
05.2021 - Current
Bookseller
Hudson Group Inc.
06.2019 - 03.2020
Senior Merchandiser
MUJI
03.2016 - 08.2019
Retail Customer Service Associate
H&M Hennes & Mauritz
09.2015 - 01.2016
Technical Support Representative/Fraud Prevention Specialist
Convergys
03.2011 - 07.2015
Bachelor of Arts - Fashion Design & Merchandising
Collins College
High School Diploma -
Leuzinger High School
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