Yamese Parker-Smith
Antioch,CA
Summary
To obtain a position within a well-established organization that will enable me to use my strong work ethic, exceptional organizational skills, and ability to work well with people.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Shipt Shopper
Shipt
Antioch
01.2020 - Current
- Shop for and deliver requested items to Customers from selected Grocery Store
- Communicate effectively with the Customer to ensure all items requested are purchased
- Provide excellent Customer Service on each and every shop
- Follow any and every instruction from the Customer to make sure the Customer receives their order as directed.
Full Service Shopper
Instacart
San Francisco
06.2019 - Current
- Shop for and deliver requested items to Customers from selected Grocery Store
- Communicate effectively with the Customer to ensure all items requested are purchased
- Provide excellent Customer Service on each and every shop
- Follow any and every instruction from the Customer to make sure the Customer receives their order as directed.
CEO/Head Baker
YaYa's Yummies
Antioch
08.2009 - Current
- Attended various courses in dessert making and cake design to improve skills
- Process invoices and deliver orders
- Maintain baking inventory
- Utilize creative skills to come up with effective marketing and new products.
In-Store Shopper
Safeway
Brentwood
09.2021 - 01.2024
- Utilized problem solving skills to resolve customer complaints professionally.
- Performed daily maintenance tasks such as dusting shelves and sweeping floors.
- Operated point-of-sale systems efficiently, including cash registers, scanners.
- Provided excellent customer service by greeting customers warmly and responding to inquiries quickly.
- Assisted customers in selecting desired merchandise and provided product knowledge.
- Processed payments and returns accurately and promptly.
- Assisted colleagues in completing assigned tasks in a timely manner.
- Responded promptly to customer inquiries via phone calls or emails.
- Followed proper procedures when accepting returns or exchanging items for customers.
Delivery Specialist
Apium Logistics
Sacramento
07.2022 - 12.2023
- Managed daily delivery operations to ensure timely and accurate deliveries of goods.
- Responded quickly to any changes or unexpected delays during deliveries.
- Provided training on proper handling procedures for new employees in the department.
- Resolved customer complaints regarding delivery issues or discrepancies in a timely manner.
- Managed route efficiently while ensuring that all deliveries were made within designated time frames.
- Ensured compliance with applicable laws, regulations, policies, and procedures related to transportation services.
- Operated GPS devices to locate addresses for deliveries.
- Verified customer information such as address and contact details for accuracy.
- Responded quickly to emergency calls during shifts as needed.
- Communicated with dispatch regarding changes in routes or delays due to traffic or weather conditions.
- Resolved customer complaints promptly and professionally.
- Utilized problem solving skills when dealing with difficult situations.
- Loaded delivery items into vehicle.
- Adhered to all safety regulations while driving vehicles.
- Delivered products to customers in a timely and efficient manner.
- Checked order against invoices to ensure accuracy of delivery.
- Reported any problems or damage to management immediately after delivery.
Customer Success Manager
SocialSurvey
San Ramon
04.2018 - 04.2019
- Actively manage the success of a portfolio of assigned Social Survey customers
- Responsible for retention, development, and up selling of focused accounts
- Develop a foolproof success plan to ensure organizational adaptations and expansion of their product
- Ensure Customer feedback is communicated internally to enable ongoing improvement of the service
- Serve as the escalation point
- Close renewal business on a quarterly basis, meeting or exceeding my quota
- Conduct regular QBRs and business reviews to ensure adoption and marketing maturity advancement
- Establish and grew relationships with executive sponsors and decision makers
- Became familiar with the Social Survey platform
- Captured account insights and worked with marketing, tech, design, and product teams to improve the overall customer experience and better understand why customers need assistance
- Defined and adhered to internal metrics/guidelines for response rates, on-brand messaging, and customer satisfaction using knowledge check scores, CSAT/NPS scores, and other performance indicators
- Prepared daily and weekly reporting, conducted analysis on customer insights gleaned from the front line, and develop a day ahead action plan based on those reports.
Customer Service Manager
Fidelity National Home Warranty
Concord
08.2013 - 03.2018
- Assist in managing the staff of the Customer Service Department
- Required to monitor the accuracy, productivity and efficiency of the department
- Ensure that the staff is fully trained and provide continual guidance regarding service calls, policies, and procedures
- Lead by example and help provide a positive environment for the staff
- Make sure the queue calls are answered within 30 seconds or less and keep our service level between 80% and 86%
- Make sure everyone works on achieving goals set for the department
- Monitor CMS for problems
- Make sure staff is taking breaks and lunch as scheduled and using proper make busy codes
- Make sure staff is logged into queue except for breaks and lunches
- Make sure there is supervision of the floor at all times
- Make sure to keep CMS up and Alarms set
- Use Daily Schedules and Web access to make sure we have appropriate coverage on a daily basis
- Use the RTA system
- Focus on constant training and employee morale
- Timely provide necessary employee evaluations (30/90/Annual)
- Continual employee counseling, coaching, and appreciation
- Professional and empathetic attitude on the floor at all times
- Respond to all elevated situations immediately
- Create your own ticklers for elevated calls to you
- Monitor your employee ticklers
- If something is elevated to you - make sure it's taken care of before you complete tickler
- Make sure voicemails are being addressed, service emails are being processed, and CFP's are completed daily
- Inspect what you expect
- Continual re-evaluation of the workflow of the department to improve efficiency
- Monitor employees' telephone calls on a daily basis by using 'service observe'
- Provide required department reporting
- Oracle Payroll Editing Daily
- Make sure to process and return to payroll promptly
- Employee Report Cards (Monthly to VP)
- Focus on weaknesses and strengths
- Provide comments
- Daily employee phone reports -stats
- Review Monthly Employee Report card with corresponding staff
- 1.5 hours of floor time with each of your employees
- Use this time for C2C review, monthly report card review, counseling and additional training needed
- Assist in monthly mandatory training meetings.
Lead Customer Service Supervisor
Fidelity National Home Warranty
Concord
06.2013 - 08.2013
- Duties include the below-mentioned as well as: Distribute e-mails to Customer Service Representatives to advise them of weekend procedures
- Check all voicemails for matters that need immediate attention
- Record weekend events to compile a summary of events at the end of my shift to be presented to upper management
- Assist Customer Service Representatives with questions and or concerns in regards to service work orders
- Monitor the service queue
- Distribute tasks to Customer Service Representatives when there is down time.
Customer Service Supervisor
Fidelity National Home Warranty
Concord
03.2013 - 06.2013
- Duties include the below-mentioned as well as: Answering help desk inquiries from other representatives
- Researching service fee disputes
- Waiving service fees
- Releasing holds on work orders for representatives who do not have the permissions to do so
- Taking escalated calls from homeowners in order to resolve their issues
- Making outbound calls to technicians and homeowners.
Dispatcher
Fidelity National Home Warranty
Concord
02.2013 - 03.2013
- Duties include the below-mentioned as well as: Locating rush service for homeowners in emergency situations
- Answering and setting up work orders for online service requests
- Checking and releasing pending work orders on the hold grid
- Answering emails from service reps in regards to dispatching work orders.
Customer Service Representative
Fidelity National Home Warranty
Concord
12.2012 - 02.2013
- Answering up to 100 calls per day
- Responding to customer inquiries regarding appliances, electrical, HVAC, plumbing, pest infestation, garage doors, roofs, well pumps, whirlpool bathtubs, pools, and spas
- Processing credit card payments
- Updating homeowners account information such as phone numbers and tenant information
- Advising homeowners of policy coverage applicable to their account, including covered and non-covered items.
Education
Diploma -
Oak Grove High School
01.1996
Skills
- Customer Service
- Customer Experience
- Call Center
- Front Desk
- Help Desk
- Microsoft Office
- Management
- Leadership
- Time management
- Driving
- Performance management
- Supervising experience
- Project management
- Recruiting
- Computer skills
- Upselling
- Strong Organization
- Attention to Detail
- Delivery Management
Certification
Driver's License
Assessments
Cooking skills, Basic food preparation, Proficient, 01/01/22
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Delivery Specialist
Apium Logistics
07.2022 - 12.2023
In-Store Shopper
Safeway
09.2021 - 01.2024
Shipt Shopper
Shipt
01.2020 - Current
Full Service Shopper
Instacart
06.2019 - Current
Customer Success Manager
SocialSurvey
04.2018 - 04.2019
Customer Service Manager
Fidelity National Home Warranty
08.2013 - 03.2018
Lead Customer Service Supervisor
Fidelity National Home Warranty
06.2013 - 08.2013
Customer Service Supervisor
Fidelity National Home Warranty
03.2013 - 06.2013
Dispatcher
Fidelity National Home Warranty
02.2013 - 03.2013
Customer Service Representative
Fidelity National Home Warranty
12.2012 - 02.2013
CEO/Head Baker
YaYa's Yummies
08.2009 - Current
Diploma -
Oak Grove High School
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