Erica D. Hipps
Hattiesburg,MS
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.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
SaviLinx, LLC
04.2023 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Material Handler
Masonite Doors
01.2023 - 04.2023
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
Customer Service Representative
SaviLinx
09.2022 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Material Handler
Wis-Pak
11.2020 - 09.2022
- Transported inventory items to appropriate locations.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Used hand-held scanners and physical logs to accurately track item movements.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
Loan Officer Assistant
Lendmark
01.2019 - 11.2020
- Answered inquiries and provided superior customer service to clients.
- Coordinated with loan officers to optimize the pre-approval process, resulting in a smoother overall experience for clients.
- Communicated with customers daily to request information and complete paperwork.
- Reduced processing time by maintaining an organized system for tracking outstanding documents and followups.
- Streamlined communication channels between clients, Loan Officers, and underwriters to ensure timely updates and efficient information sharing.
Line Assembler
Kohler Co
07.2016 - 01.2019
- Collaborated with team members to meet production deadlines and maintain a consistent workflow.
- Ensured product quality through thorough inspection of assembled items before moving them to the next stage in the process.
- Increased productivity by quickly identifying issues in the assembly process and making necessary adjustments or repairs.
- Met daily quotas consistently by always working hard and efficiently with little downtime.
- Assisted quality assurance by inspecting items and removing defective parts.
- Completed skilled work using electrical, hydraulic and air-activated hand tools.
Customer Service Representative
Walmart.com
07.2010 - 07.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Line Operator
Kohler Co
07.2005 - 07.2010
- Streamlined workflows for improved efficiency by identifying bottlenecks in the production line and implementing changes as needed.
- Checked inventory supply and stock bins to maintain proper stock levels.
- Maintained high-quality standards by performing regular quality checks on products throughout the production process.
- Displayed strong problem-solving skills by identifying opportunities for process improvements, resulting in enhanced productivity or reduced waste.
Quality Assurance Analyst
MARJAC
02.1998 - 02.2005
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Breakfast Manager
Hardee's Restaurant
01.1995 - 02.1998
- Managed daily operations for smooth-running breakfast shift, resulting in increased guest retention.
- Serviced guests with food and beverage requirements.
- Ensured compliance with health and safety regulations, maintaining clean and safe dining environment for guests.
- Trained new staff members on restaurant policies, procedures, and customer service standards, contributing to their professional development.
- Conducted regular performance evaluations for staff members, providing constructive feedback that encouraged growth within their roles.
- Managed 20+ employees per shift.
Education
Master of Criminal Justice - Criminal Justice
Westwood College - Denver North
Denver, CO04.1994
Computer Operations - Computer And Information Sciences
Moore Career College
Baton Rouge, LA06.1991
No Degree - General Studies
North Hardin High School
Radcliff, KY05.1988
Skills
- Problem-solving abilities
- Active Listening
- Call center experience
- Data Entry
- Computer Proficiency
Customer Service
- Conflict Resolution
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Microsoft Office Suite
Core Strengths
- Strong organizational skills
- Adaptive team player
- Courteous demeanor
- Telecommunication skills
- Energetic work attitude
- Active listening skills
- Customer service expert
- Telephone inquiries specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefits401k matchPaid time offFlexible work hoursStock Options / Equity / Profit SharingWork from home optionPersonal development programsAccomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of 20+ staff members.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
SaviLinx, LLC
04.2023 - 04.2024
Material Handler
Masonite Doors
01.2023 - 04.2023
Customer Service Representative
SaviLinx
09.2022 - 01.2023
Material Handler
Wis-Pak
11.2020 - 09.2022
Loan Officer Assistant
Lendmark
01.2019 - 11.2020
Line Assembler
Kohler Co
07.2016 - 01.2019
Customer Service Representative
Walmart.com
07.2010 - 07.2016
Line Operator
Kohler Co
07.2005 - 07.2010
Quality Assurance Analyst
MARJAC
02.1998 - 02.2005
Breakfast Manager
Hardee's Restaurant
01.1995 - 02.1998
Master of Criminal Justice - Criminal Justice
Westwood College - Denver North
Computer Operations - Computer And Information Sciences
Moore Career College
No Degree - General Studies
North Hardin High School
Similar Profiles
Edriana ColbertEdriana Colbert
Military Insurance CSR at SaviLinx, LLCMilitary Insurance CSR at SaviLinx, LLC
Edriana ColbertEdriana Colbert
Military Insurance/Customer Service Representative at SaviLinx, LLCMilitary Insurance/Customer Service Representative at SaviLinx, LLC
Susan swansonSusan swanson
Quality Assurance Analyst at SaviLinx LLCQuality Assurance Analyst at SaviLinx LLC
Macy Grace GirodMacy Grace Girod
Childcare Provider at Madison DavisChildcare Provider at Madison Davis
Angel RuffinAngel Ruffin
Enviromental Tech at Forrest GeneralEnviromental Tech at Forrest General