Heaven Smith
Houston,Texas
Summary
Results-driven customer service and operations professional with 5+ years of experience in high-volume retail and fulfillment environments. Proven track record of leading teams, improving operational efficiency, and maintaining up to 99% order accuracy. Skilled in order processing, data entry, and database management, with a strong ability to resolve complex customer issues while ensuring compliance with company and regulatory standards. Recognized for leadership, process improvements, and consistently exceeding performance metrics. Seeking to leverage expertise in operations, team leadership, and customer experience within a dynamic, growth-oriented organization.
Overview
11
11
years of professional experience
Work History
Fulfillment Lead
Sam’s Club
Houston, TX
07.2023 - Current
- Lead and coordinate fulfillment operations staff, directing associates in picking, staging, packing, and preparing orders for club pickup, online fulfillment, and ecommerce tasks using digital systems to assign duties, track progress, and ensure 100% on-time completion
- Supervise daily order processing and workflow, maintaining 99% order accuracy while troubleshooting system and operational issues to prevent delays and ensure correct product delivery
- Support customer service and fulfillment inquiries, supervising 15+ team members through order management systems and coordinating with internal teams for seamless operations
- Train, coach, and develop associates, implementing standardized procedures and digital workflows to maintain compliance with company policies and operational protocols
- Monitor performance and operational metrics, analyzing key performance indicators, including pick rates, pack rates, and fulfillment turnaround to identify process improvements and optimize staffing
- Facilitate cross-department collaboration, coordinating with receiving, inventory, and member services teams to streamline workflow, resolve operational challenges, and enhance overall fulfillment efficiency
Customer Service and Returns Specialist
Sam’s Club
Houston, TX
02.2019 - 07.2023
- Managed a high volume of customer interactions daily, including 30–50 calls and emails, ensuring prompt resolution of inquiries and issues to maintain high customer satisfaction.
- Performed data entry returns and supplier claims with precision, maximizing vendor credits and managing liquidation of damaged or excess inventory to protect company revenue.
- Maintained meticulous records and data entry in ERP systems, Microsoft Excel, and other databases, tracking customer interactions, returns, and vendor communications.
- Evaluated damaged or returned items for vendor credit, consistently achieving the highest return recoveries.
- Consistently supported a low controllable customer return rate on a monthly basis.
- Handled escalated customer concerns with professionalism, maintaining a consistently high customer satisfaction rate.
- Coordinated with vendors and internal teams to resolve product, payment, and return discrepancies, ensuring compliance with company policies.
- Developed and maintained strong client relationships, fostering trust and reliability through consistent, professional communication.
- Generated and analyzed reports to identify trends, optimize return processes, and support data-driven operational decisions.
- Supported order processing, invoicing, and other administrative tasks, contributing to overall operational efficiency.
Customer Service & Booth Operations Management
Fiesta Mart
Houston, TX
10.2014 - 02.2019
- Led front-end transaction activities, ensuring seamless customer payment experiences and independently validating cash counts and transaction records, with a focus on debit and credit transactions.
- Assisted customers by answering questions about merchandise, policies and all concerns.
- Demonstrated strong time management by consistently meeting deadlines while maintaining and updating daily financial records, ensuring accuracy across transactions and revenue, and providing daily reports to corporate management.
- Proactively addressed customer concerns and confirmed resolution of issues, ensuring solutions were accurate, effective, and aligned with customer needs, resulting in consistently high satisfaction.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
- Executed daily opening and closing procedures, including reconciling cash drawers, verifying operational readiness of all equipment, and preparing deposits for secure banking.
- Managed all front-end financial operations, including payments, returns, and check transactions, ensuring accuracy and compliance, maintaining records in ERP systems, and producing weekly analytical reports.
- Acted as a customer advocate by engaging guests proactively, addressing needs, and fostering a positive environment that upheld brand values and enhanced the overall customer experience.
Education
High School Diploma -
Aberdeen Academy
Houston, TX01-2015
Skills
- Customer Service & Relationship Management
- Data Entry (55 WPM) & Accuracy
- CRM Systems & Database Management
- Microsoft Office
- Time Management & Self-Sufficiency
- Problem Solving & Conflict Resolution
- Organizational Skills & Workflow Prioritization
- Data Analysis & Reporting
- High Call Volume Management
- Strong Communication & Interpersonal Skills
Accomplishments
- Processed high volumes of customer orders daily with 99% accuracy, ensuring timely delivery and consistently high customer satisfaction
- Reduced order errors through verification processes, improving fulfillment efficiency by 25%
- Managed 50+ customer inquiries per day via phone and email, resolving issues promptly and maintaining strong satisfaction scores
- Reconciled daily transactions and maintained accurate records in CRM and ERP systems, supporting smooth financial operations
- Identified and resolved recurring customer issues, improving retention and reducing repeat complaints by 18%
- Maintained the lowest controllable customer return rates through proactive communication and verification processes each month
- Recognized 14 times as Associate of the Month for exceeding performance metrics.
Timeline
Fulfillment Lead
Sam’s Club
07.2023 - Current
Customer Service and Returns Specialist
Sam’s Club
02.2019 - 07.2023
Customer Service & Booth Operations Management
Fiesta Mart
10.2014 - 02.2019
High School Diploma -
Aberdeen Academy