Erica Lombard
Slidell,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Handle all types of customer service requirements in legal and retail environments with excellent analytical, schedule management and document preparation skills. Effectively handle needs of 55+ customers each day by delivering fast, knowledgeable support. Good relationship-building skills, team-oriented nature to multitask.
Overview
15
15
years of professional experience
Work History
Legal Assistant
Edwin M. Shorty & Associates, APLC
01.2022 - Current
- Filed court documents and legal pleadings with court clerk on behalf of attorneys
- Scheduled appointments, court appearances and depositions for busy law firm
- Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys
- Developed positive working relationship with courts, clients, law enforcement members and attorneys
- Managed over 50 customer calls per day
Chief Deputy Clerk
Second City Court
01.2019 - 01.2022
- Handled high-volume paperwork, customer complaints, resolved issues and adjusted policies to meet changing needs
- Developed systems and procedures to improve operational quality and team efficiency by 20%
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
Minute Clerk
Orleans Parish Criminal Court
01.2014 - 01.2019
- Developed working relationship with courts, clients, debtors and attorneys
- Compiled and analyzed data to produce reports.
- Evaluated 200+ clients' monthly progress toward completing terms of probation and addressed difficulties
- Analyzed departmental documents for appropriate distribution and filing
- Managed multiple projects simultaneously using organizational and analytical skills.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
Digitizer
Second City Court
05.2013 - 07.2014
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment
- Interacted with 60+ customers daily by phone, email or in-person to provide information
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs
- Created reports and developed improvements and enhancements to automate records and file systems.
Head Cashier Supervisor
Rouse's Supermarket
01.2008 - 01.2013
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs
- Built positive relationships with customers to increase repeat business.
- Created employee schedules to align coverage with forecasted demands.
- Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support
Education
Certificate of Technical Studies - Massage Therapy
Delgado Community College
New Orleans, LA2016
Certificate of IT Support Professional -
Google/Coursera
2022
Associate's Degree in Interdisciplinary Studies -
Nicholls State University
Thibodaux, LA2013
Skills
- Adaptable learner
- Creative problem solving
- Leadership abilities
- Verbal and Written Communication
- Writing and Editing
- Remote Access Software
- Scheduling
- Risk Management
- Account Management
- Data Verification
- Microsoft Office, Google Workspace, and Canva
Timeline
Legal Assistant
Edwin M. Shorty & Associates, APLC
01.2022 - Current
Chief Deputy Clerk
Second City Court
01.2019 - 01.2022
Minute Clerk
Orleans Parish Criminal Court
01.2014 - 01.2019
Digitizer
Second City Court
05.2013 - 07.2014
Head Cashier Supervisor
Rouse's Supermarket
01.2008 - 01.2013
Certificate of Technical Studies - Massage Therapy
Delgado Community College
Certificate of IT Support Professional -
Google/Coursera
Associate's Degree in Interdisciplinary Studies -
Nicholls State University
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