JUSTIN DIAZ

Managed access control and visitor processing across three sites, handling inbound calls and monitoring camera systems. Led trespass incident response by interviewing involved parties, writing incident reports, archiving footage, coordinating supervisor sign-off, and submitting documentation to headquarters and HR.

Processed 200–300 items per shift across receiving, RFID scanning, merchandising, and back-stock while supporting high-volume store operations. Ran curbside fulfillment and assisted with pickups, adapting quickly to an unfamiliar POS system and handling lines of 30+ customers at discounts up to 90%.

Supported floor operations and answered customer questions in a fast-paced grocery environment during peak periods. Assisted with day-to-day operations to keep service moving smoothly.

Handled 30–80 transactions daily including Amazon returns, outbound shipments, printing, and mailbox services. Advised customers on shipping options and resolved an internal misrouting error by contacting the sorting facility and the franchise owner before any complaint escalated.

Handled breakfast and lunch rushes with surges of 10–15 customers, often running register and drink machines with only one other staff member. Executed 60–70 drink recipes across hot, cold, and blended categories and de-escalated an impatient customer by giving real-time order status updates.

De-escalated a bulk-purchase dispute without supervisor involvement by redirecting the customer to discounted alternate inventory, matching needs, and processing the transaction while a line formed. Handled register activity, returns, exchanges, and specialty packaging, using RFID to support inventory synchronization.

Interacted with 100–150 customers per shift on peak days, handling fitting room assistance, product questions, and personal styling. Used RFID to audit and synchronize sales floor and stockroom inventory and supported compliance reporting to corporate.

In progress: pursuing the HubSpot Service Hub Certification.

In progress: self-directed training to build familiarity with the Zendesk platform.

Earned a UX Academy Certificate from Designlab in 2022.

Completed the Google UX Design Certificate program through Coursera between 2021 and 2022.