TotsiAuna Smith
Dunlap,TN
Summary
Experienced retail professional with a track record of improving customer satisfaction and streamlining operations. Proven leadership abilities in managing teams and resolving customer issues efficiently. Demonstrates strong organizational skills and a commitment to excellence in every customer interaction. Eager to leverage extensive experience in customer service and team management to contribute to company success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield of TN
Chattanooga, TN
11.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Fresh Associate
Walmart
Dunlap, TN
06.2021 - 10.2024
- Managed day-to-day operations for meat, seafood and produce departments.
- Identified opportunities for improvements and implemented changes to processes, procedures and workflows.
- Processed daily incoming freight and replenished sales floor during every shift
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Organized food storage areas to maximize capacity, minimize accidents and maintain proper product temperature requirements.
Assistant Store Manager
Walmart
Kimball, TN
05.2018 - 06.2021
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Handled scheduling for store shifts to achieve adequate staffing.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Coached and developed store associates through formal and informal interactions.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
Zone Merchandise Supervisor
Walmart
Dunlap, TN
02.2017 - 05.2018
- Analyzed staff performance and recommended changes to initiate operations improvements in store.
- Executed multiple projects simultaneously, coordinating and prioritizing tasks.
- Placed prices and descriptive signage to enhance displays and promote items.
- Set direction for supervisory team and front-line staff to drive consistency of guest experience.
- Developed and maintained effective activity schedule and zone compliance with established timeframes.
Customer Service Manager
Walmart
Dunlap, TN
08.2015 - 02.2017
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Evaluated and authenticated returns, exchanges and voids.
Cashier
Walmart
Dunlap, TN
08.2013 - 08.2015
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
Education
High School Diploma -
Sequatchie County High School
Dunlap, TN05.2013
Skills
- Excellent Written and Verbal Communication
- Team Leadership
- Team Cooperation
- POS Software
- Attention to Detail
- Customer Service
- Building Customer Loyalty
- Payment Processing
- Strong Communication and Interpersonal Skills
- Computer Proficiency and Microsoft Office
- Adaptable and Flexible
- Cash Handling
- Register Opening and Closing
- Honest and Ethical
- Time Management
- Decision Making
- Reliable and Responsible
Timeline
Customer Service Representative
Blue Cross Blue Shield of TN
11.2023 - Current
Fresh Associate
Walmart
06.2021 - 10.2024
Assistant Store Manager
Walmart
05.2018 - 06.2021
Zone Merchandise Supervisor
Walmart
02.2017 - 05.2018
Customer Service Manager
Walmart
08.2015 - 02.2017
Cashier
Walmart
08.2013 - 08.2015
High School Diploma -
Sequatchie County High School
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