Grocery & Food Delivery Specialist at Shipt, Instacart, Grubhub, Favor (2024-01 – Present)
- Manage grocery and food delivery orders with accuracy and efficiency
- Use the store's mobile app to plan the shop while verifying product freshness
- Communicate with customers regarding substitutions, order updates, and delays
- Provide professional, friendly, and reliable service to ensure customer satisfaction
- Organize orders, plan multiple delivery routes, and verify drop-off locations to deliver orders correctly and on time
- Consistently meet and exceed performance metrics, earning Shipt Summit Star Rewards
Virtual Technical Assistant at Self-Employed (2023-01 – Present)
- Provide remote administrative, creative, and technical support across multiple client projects
- Manage calendars, email communication, and digital organization
- Assist with basic troubleshooting and use of operating systems and applications
- Complete tasks on time while maintaining accurate records in CRM
- Communicate effectively with clients to resolve issues and meet needs
- Consult with new Virtual Assistants regarding processes, software, and best practices
Drive-Up & Go Shopper at Randalls (2023-01 – 2023-12)
- Accurately picked and prepared customer grocery orders for drive-up and delivery
- Managed multiple orders and deadlines while verifying order accuracy and product freshness
- Communicated clearly with customers and drivers about substitutions, special requests, and delays
- Delivered orders promptly to customers' vehicles or handed off to delivery drivers with helpful, professional service
- Maintained a clean and organized work/staging area to ensure efficient operations
- Played a major role in the department's performance turnaround in KPIs, helping the store go from the bottom of the region rankings to the top spot
Amazon WFM In-Store Shopper at Amazon (2019-01 – 2022-12)
- Selected and staged grocery and household item orders for Amazon Prime customers
- Navigated store layout to complete orders efficiently
- Confirmed product quality by verifying item freshness
- Communicated with team members, customers, and delivery drivers regarding delays, substitutions, and order issues
- Kept order staging area and other assigned work areas clean and organized
- Served as an essential worker during worldwide pandemic, calmly navigating customer frustrations surrounding a lack of high-demand supplies
YouTube TV Customer Support Specialist at Accenture (Client: Google) (2018-01 – 2019-12)
- Provided subscriber support for YouTube TV, assisting with account, billing, and streaming issues
- Troubleshot technical problems across multiple platforms, including mobile, desktop, smart TVs, and streaming devices such as Roku, Apple TV, and Android TV
- Guided customers through step-by-step solutions to resolve device and playback issues
- Handled a high volume of member inquiries via phone, chat, email, and social media while maintaining a high level of professionalism
- Documented interactions using CRM and ensured timely resolution of customer concerns
- Regularly met with client decision makers to give feedback concerning support resources and suggest improvements
Mac+ AppleCare Advisor at Volt (Client: Apple) (2016-01 – 2017-12)
- Provided technical support for macOS, iOS, and watchOS devices by troubleshooting hardware and software issues
- Assisted a high volume of users via phone with Apple ecosystem services and device concerns
- Diagnosed and resolved issues efficiently while maintaining a high level of customer satisfaction
- Guided customers through troubleshooting steps as outlined in the knowledge base in a clear and professional manner
- Documented cases accurately with CRM to record steps taken and verify resolution
- Supported users during iOS 10 launch by assisting with data backup, software updates, and issue resolution
