Erica Lipscomb
Houston
Summary
Customer service representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
18
18
years of professional experience
Work History
City Mail Carrier
United States Postal Service, USPS
Houston
09.2024 - 02.2025
- Provided customer service regarding postal regulations and services.
- Recorded address changes to redirect mail for residences or businesses.
- Maintained records of daily deliveries and pickups.
- Delivered mail, parcels, and postal items to homes and businesses along designated route(s).
- Ensured accurate and timely delivery, maintaining scheduled route specifications.
- Sorted and organized mail.
Supplier Engagement Team
Wayfair
Remote
04.2021 - 03.2024
- Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Achieved cost-savings by developing functional solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Processed paperwork related to supply requests, purchase orders and returns.
- Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
- Provided advice and guidance on best practices related to supply management processes.
- Directed investigations to verify and resolve customer or shipper complaints.
Customer Service Associate
Blackboard Learning
Remote
06.2020 - 06.2021
- Took special orders over telephone, generating additional revenue every month.
- Followed policies and procedures to meet or exceed established performance requirements.
- Responded to customer inquiries via phone, email and chat.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Answered phone calls from customers promptly and courteously.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Addressed inquiries, resolved customer issues, and managed customer relations.
- Addressed customer questions and concerns regarding products and services.
- Educated customers on special pricing opportunities and company offerings.
- Performed additional duties as assigned by management team.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Enhanced productivity and customer service levels by anticipating needs.
Secretary
Ryland Land Services
Crosby
05.2014 - 04.2020
- Updated contact lists on a regular basis; created new contacts as needed.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Anticipated leadership needs by preparing or gathering records, reports and correspondence.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Operated office equipment such as photocopiers, scanners, and fax machines.
- Composed and distributed reports, routine correspondence and meeting notes with job-related software.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Reviewed invoices for accuracy before submitting them for payment processing.
- Provided administrative support to the Office Manager and other staff members.
Sales Associate/Customer Service Representative
Sprint Stores by ccComm
Houston
10.2010 - 03.2014
- Delivered exceptional client support.
- Implemented strategic sales techniques to attract new clients.
- Handled customer queries and issues via email and phone promptly.
- Referred unresolved grievances to designated departments for further investigation.
- Upsold merchandise.
- Executed outreach efforts to engage potential customers.
- Engaged customers in friendly, professional dialogue to determine needs.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Processed transactions using a point-of-sale system.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Organized stockroom shelves.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Conducted inventories on a regular basis to track stock levels.
Customer Service Agent/Backroom Team Member
Target
New Orleans
01.2007 - 09.2010
- Provided product information to customers in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Participated in periodic inventory audits to verify stock quantities.
- Added price tags and stickers to items using pricing gun tools.
- Assisted in setting up displays and promotional materials in the store.
- Received, verified, and stocked merchandise in accordance with company policy.
- Executed price changes, markdowns, and transfers as directed.
- Stored and organized items in tool or supply rooms, allowing for easy retrieval.
- Coordinated with management to identify and resolve inventory discrepancies.
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Helped train new employees by explaining procedures and daily duties.
- Stocked shelves, racks, and bins with new or transferred merchandise.
Education
Business Administration -
Houston Community College
Houston, TX08.2023
Skills
- Problem solving
- Communication skills
- Customer service
- Attention to detail
- Adherence to deadlines
- Data entry
- Reliability and punctuality
- Active listening
Timeline
City Mail Carrier
United States Postal Service, USPS
09.2024 - 02.2025
Supplier Engagement Team
Wayfair
04.2021 - 03.2024
Customer Service Associate
Blackboard Learning
06.2020 - 06.2021
Secretary
Ryland Land Services
05.2014 - 04.2020
Sales Associate/Customer Service Representative
Sprint Stores by ccComm
10.2010 - 03.2014
Customer Service Agent/Backroom Team Member
Target
01.2007 - 09.2010
Business Administration -
Houston Community College
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