Abasha Smith
Athens
Summary
Customer service specialist with over 5+ years of retail experience in a fast-paced, team-based environment. Driven to exceed sales goals and build long-term relationships with customers, consistently delivering positive experiences through high-quality customer care. Seeking a management role, skilled in training staff and establishing rapport with clients. Exceptional communication and computer capabilities. Self-motivated and dedicated to success in the customer service industry. Demonstrated a solid history of balancing team performance, customer service targets, and business objectives. Decisive leader with good planning and organizational skills. Committed to working closely with employees to maximize productivity and optimize procedures.
Developed skills in fast-paced, collaborative environment with focus on strategic analysis and project management. Seeking to transition into new field by leveraging these skills to contribute to innovative solutions. Adaptable and ready to bring fresh perspective and drive impactful results in new role.
Overview
9
9
years of professional experience
1
1
Certification
Work History
B2B Service Senior Associate
Wayfair
02.2024 - Current
- Collaborated with team members to streamline operations and improve efficiency.
- Delivered consistent high-quality service under pressure during peak call times, demonstrating adaptability and resilience in a fast-paced work environment.
- Achieved high first-call resolution rates by thoroughly addressing customer concerns and providing accurate information.
- Enhanced teamwork within the call center by collaborating with colleagues on complex cases and offering assistance when needed.
- Reduced call wait times for customers by efficiently managing high call volumes and prioritizing tasks effectively.
- Assisted new hires as they acclimated to the role by sharing best practices for handling common scenarios encountered during phone interactions.
- Handled difficult situations with professionalism, maintaining composure even during challenging calls with frustrated or upset customers.
- Maintained excellent customer service standards by adhering to company policies and procedures at all times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Manager
Insomnia Cookies
02.2020 - 02.2024
- Lead and manage a team of 30 employees
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Develop and implement strategies to improve operational efficiency
- Collaborate with cross-functional teams to achieve business goals
- Monitor and analyze performance metrics to drive continuous improvement
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
2nd Shift Manager
RaceTrac
02.2018 - 03.2020
- Directed the activities of 2nd shift personnel to ensure efficient and safe operations.
- Maintained communication with other shifts to ensure a smooth transition of duties.
- Ensured all safety standards were met, documented any violations and took appropriate corrective actions.
- Resolved employee grievances in accordance with company policies and procedures.
- Managed inventory control processes including cycle counts, stock takes, reconciliation of discrepancies.
- Conducted regular audits of workstations and equipment to ensure compliance with safety regulations.
- Enforced company policies related to workplace conduct and discipline among employees.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Improved team efficiency by implementing effective scheduling and task delegation.
Assistant Manager
Circle K
04.2016 - 05.2018
- Supervised daily operations and ensured compliance with company policies
- Implemented process improvements to optimize productivity
- Trained and mentored new team members
- Collaborated with cross-functional teams to resolve operational issues
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Managed customer service inquiries and complaints in a timely manner.
- Completed inventory audits to identify losses and project demand.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Education
High School Diploma -
Snodon Prep High School
03.2014
Skills
- Leadership
- Strategic Planning
- Team Management
- Project Management
- Problem Solving
- Communication
- Analytical Thinking
- Process Improvement
- Operations Management
- Marketing
- Financial Management
- Expense Tracking
- Performance Management
- Sales Techniques
- Time Management
- Key Performance Indicators
- Team Leadership
- Schedule Preparation
- Customer Relationship Management (CRM)
- Staff Management
- Performance Evaluations
- Client relations
- Team collaboration
- Data analysis
Certification
- ServSafe Certified
Contact
Athens, GA 30607
Education and Training
Athens Ga ,Bethlehem, GA
Accomplishments
- Supervised team of 25+ staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved high performance rate through effectively helping with training and development of new hires.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 25+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
B2B Service Senior Associate
Wayfair
02.2024 - Current
Manager
Insomnia Cookies
02.2020 - 02.2024
2nd Shift Manager
RaceTrac
02.2018 - 03.2020
Assistant Manager
Circle K
04.2016 - 05.2018
High School Diploma -
Snodon Prep High School
Similar Profiles
Ruby TrujilloRuby Trujillo
Outbound Operations Supervisor at WayfairOutbound Operations Supervisor at Wayfair
Angela HargraveAngela Hargrave
Sales Agent at WayfairSales Agent at Wayfair
SUEANN O’CONNORSUEANN O’CONNOR
Scheduling Manager at WayfairScheduling Manager at Wayfair