Shermanie Pipkins
Austin
Summary
Dynamic Customer Service Manager with expertise in customer satisfaction strategies, issue resolution coordination, and training development. Proven track record of improving response times and enhancing service quality across diverse teams. Results-driven professional with over 18 years in customer service and operational management. Skilled in implementing effective customer relationship management solutions and utilizing inventory management software to streamline processes. Committed to elevating customer satisfaction through targeted training and development initiatives.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
Internal Revenue Service, IRS
Austin
05.2007 - 09.2025
- Led customer service team in addressing taxpayer inquiries and concerns.
- Trained staff on IRS policies and procedures for effective service delivery.
- Developed training materials to enhance team knowledge and skills.
- Implemented strategies to improve customer satisfaction and response times.
- Coordinated communication between departments to resolve complex issues efficiently.
- Monitored service quality and provided feedback for continuous improvement.
- Facilitated conflict resolution between taxpayers and the agency's representatives.
- Analyzed customer feedback to identify trends and recommend solutions.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Managed daily warehouse operations ensuring efficient workflows and safety compliance.
- Oversaw inventory control processes to maintain accurate stock levels and organization.
- Coordinated shipping and receiving activities to streamline logistics and distribution.
- Trained and mentored team members on best practices in warehouse management.
- Implemented safety protocols to minimize accidents and ensure employee well-being.
- Conducted regular audits of equipment and supplies for maintenance and replenishment.
- Ensured that all orders were accurately fulfilled in a timely manner.
- Generated warehouse shipping documents, packing lists and invoices.
- Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
- Coordinated and monitored the receipt, storage, and dispatch of goods within the warehouse.
- Organized regular cycle counts of physical inventory to ensure accuracy of system data.
- Utilized inventory management software to track stock levels and maintain accurate records.
- Processed requests and supply orders and pulled materials to successfully prepare orders.
Elderly Caregiver
Nurses Unlimited
Austin
08.2017 - 05.2024
- Provided compassionate care to elderly clients in home environments.
- Assisted clients with daily living activities, including bathing and grooming.
- Administered medication according to prescribed schedules and guidelines.
- Developed and maintained strong relationships with clients and families.
- Monitored client health by recording vital signs and reporting changes.
- Coordinated transportation for medical appointments and social activities.
- Ensured a safe living environment by managing household tasks and cleanliness.
- Collaborated with healthcare professionals to discuss client care needs.
- Assisted with activities of daily living such as bathing, dressing, grooming, toileting and eating.
- Made beds, swept floors, and sanitized surfaces to support activities of daily living.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Developed strong relationships with clients based on trust and respect.
- Provided companionship and emotional support to elderly clients.
- Monitored vital signs and medication use, documenting variances, and concerning responses.
- Responded quickly in emergency situations in a calm manner.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Respected the privacy, dignity and confidentiality of each client served.
- Redirected clients with memory issues, providing safety guidance protection.
- Improved patient outlook and daily living through compassionate care.
- Ensured safety of clients in their home environment by using appropriate equipment and techniques.
- Followed care plan and directions to administer medications.
- Reported concerns to nurse supervisor to promote optimal care.
- Administered medications according to physician instructions.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium, and high protein diets.
- Engaged with patients and families to provide emotional support and daily living instruction.
General Warehouse Associate
Amazon
Austin
01.2014 - 05.2017
- Operated material handling equipment for efficient product movement.
- Loaded and unloaded shipments accurately and safely.
- Organized inventory to facilitate quick access and retrieval.
- Maintained cleanliness and safety standards in the warehouse.
- Collaborated with team members to meet daily production goals.
- Inspected incoming goods for quality and compliance issues.
- Assisted in training new associates on warehouse procedures.
- Utilized hand-held scanners for tracking inventory movement.
- Cleaned work area at the end of each shift, including sweeping floors and removing debris from dock area.
- Assisted with physical inventories by counting stock items and reconciling actual stock count to computer-generated reports.
- Followed safety regulations while operating machinery and handling hazardous materials.
- Performed cycle counts of product in inventory to maintain accurate stock levels and identified discrepancies for investigation.
- Received and processed incoming shipments, verifying accuracy of items received against purchase orders.
- Repaired damaged packaging material when necessary to prepare items for shipping or storage.
- Collaborated closely with other departments such as production, quality control, sales, to ensure smooth operations.
- Ensured compliance with all applicable government regulations regarding safe handling of hazardous substances.
- Organized warehouse areas by moving materials into designated locations using hand trucks or pallet jacks.
- Assembled customer orders from stock and packaged them for shipment according to established procedures.
- Checked expiration dates on products stored in the warehouse and rotated stock as needed.
- Labeled containers, container tags, or products using marking tools such as labels or ink stamps.
- Maintained accurate records of all products shipped and received utilizing computerized tracking system.
- Managed product transfers between warehouses and locations via internal paperwork processing systems.
- Processed returns from customers per company guidelines including inspecting returned items for damage.
- Handled returns and exchanges according to company policies.
- Staged and sorted multiple types of products for loading.
- Used pallet jacks to move items to and from warehouse locations.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Prepared and completed warehouse orders for delivery or pickup according to schedule.
- Assisted in packaging and labeling of products for shipment.
- Packed, sealed or affixed postage to prepare materials for shipping.
- Unpacked and examined incoming shipments to confirm consistency with records and routed materials to appropriate department.
- Prepared work orders, bills of lading or shipping orders to route materials.
- Traced missing material and shipments through vendor and customer communications.
Medical Records Clerk
Veterans Affairs Medical Center
Temple
03.2009 - 11.2013
- Managed patient records to ensure compliance with healthcare regulations.
- Organized medical documentation for efficient retrieval and processing.
- Updated electronic health records using specialized software systems.
- Maintained confidentiality of sensitive patient information consistently.
- Assisted healthcare staff with record requests and inquiries promptly.
- Coordinated record transfers between departments for seamless operations.
- Trained new clerks on data entry procedures and record management systems.
- Reviewed records for accuracy and completeness before filing or archiving.
- Processed incoming medical records requests.
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
- Scanned incoming documentation.
- Organized patient charts, gathering medical histories, lab results and consents.
- Scanned and validated medical records for upload.
- Maintained a secure filing system for confidential documents.
- Entered data into electronic health record systems.
- Retrieved medical charts for healthcare staff for filing in medical records.
- Retrieved patient medical records in response to requests from authorized personnel.
- Updated patient files with new medical information as needed.
- Scanned paper records into digital format.
- Kept department clean, organized and professional.
- Tracked and processed release of information requests.
- Managed release of information requests and identified requestors as patient, relation or provider.
- Processed and invoiced records requests from patients, providers and third parties.
- Reviewed patient charts for accuracy and completeness.
- Responded to inquiries from patients, physicians and other healthcare providers regarding medical records.
- Monitored compliance with state and federal regulations regarding release of information.
- Pulled patient charts for upcoming appointments.
- Maintained complete confidentiality in accordance with organization and legal requirements.
- Observed confidentiality and safeguarded all patient-related information.
- Purged outdated files.
- Supported administration staff with records requests to support patient care.
- Assisted in the development of policies and procedures related to the maintenance of accurate medical records.
- Performed quality assurance reviews of medical records for accuracy and completeness.
- Obtained information by contacting appropriate personnel or patients.
- Prepared reports summarizing patient information as requested by physicians or other healthcare providers.
- Provided training to staff members on proper documentation techniques for medical records.
- Conducted periodic audits of physical documentation versus electronic health records.
- Identified discrepancies between physical documentation and electronic health records.
- Compiled discharge summaries for all discharged patients.
- Verified insurance eligibility prior to releasing protected health information.
- Resolved any discrepancies found in the review process.
Warehouse Associate
Pactiv Inc
Temple
02.2006 - 11.2010
- Selected products accurately for shipment according to order specifications.
- Operated pallet jacks and forklifts to move inventory efficiently.
- Maintained clean and organized work area to ensure safety compliance.
- Collaborated with team members to meet daily production goals.
- Inspected incoming shipments for quality and accuracy upon arrival.
- Packaged items securely to prevent damage during transit.
- Assisted in training new warehouse selectors on processes and safety protocols.
- Communicated effectively with supervisors regarding inventory levels and concerns.
- Loaded and unloaded materials onto or from pallets, trays, racks, and shelves by hand or using material handling equipment.
- Supported team members with tasks as needed throughout the day.
- Responded quickly to urgent requests for product deliveries within specified time frames.
- Stacked empty pallets and boxes neatly in designated locations after unloading shipments.
- Communicated effectively with supervisors regarding any discrepancies related to received orders.
- Verified contents of shipment against invoices or other documents.
- Adhered strictly to company policies regarding security protocols when handling merchandise.
- Reported any damaged goods immediately upon receipt to supervisor.
- Maintained accurate inventory records through data entry into computer systems.
- Completed daily paperwork accurately and submitted it promptly at end of shift.
- Received, stored and processed orders for shipping according to established procedures.
- Utilized RF scanners to track inventory movements in the warehouse.
- Followed safety guidelines while working in the warehouse environment.
- Picked, sorted and organized products from warehouse shelves according to customer orders.
- Ensured proper packaging of items before loading them onto delivery trucks.
- Provided assistance with organizing supplies in storage areas as requested.
- Maintained cleanliness of work area at all times by sweeping floors regularly.
- Performed routine maintenance on assigned material handling equipment as required.
- Assisted with physical inventories when necessary by counting stock items in designated areas of the warehouse.
- Inspected incoming shipments for accuracy of quantity and quality.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
- Confirmed items picked for orders by keying codes into system.
- Labeled boxes and placed in outbound collection areas.
- Reviewed packing slips and other documentation to properly box requested items for shipment.
- Limited damage to products and orders by using care when choosing items.
- Completed shipping paperwork, attached appropriate labels and scanned barcodes for tracking.
- Trained new employees regarding warehouse procedures and standards.
- Weighed and measured products and materials to meet regulatory requirements.
- Packed and unpacked items, checking breakables before stocking on shelves.
- Stamped price tags on merchandise, referring to official price lists.
- Set up advertising signs on shelves and counters to attract customers and promote sales.
- Compared merchandise invoices to items actually received.
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Operated forklift and pallet jack to transport heavy loads.
Overnight Stocker
HEB
Killeen
01.2003 - 02.2006
- Stocked shelves efficiently with fresh products throughout overnight shifts.
- Organized backroom inventory for easy access and restocking during busy hours.
- Assisted team members in maintaining store cleanliness and presentation standards.
- Operated equipment safely to move heavy items around the store as needed.
- Collaborated with management to ensure product availability and layout compliance.
- Monitored expiration dates on products, removing outdated items promptly.
- Responded to customer inquiries regarding product locations and availability swiftly.
- Trained new staff on stocking procedures and safety protocols effectively.
- Organized shelves, racks and bins to ensure product availability.
- Removed product from boxes and placed on shelves according to merchandising guidelines.
- Received and stocked merchandise in a timely manner.
- Checked shelves in department to determine replenishment needs.
- Stocked pallets throughout shift to keep warehouse clean, maintained and organized.
- Assisted customers with locating items, retrieving merchandise from stockroom shelves and providing information on products.
- Followed instructions to properly arrange merchandise items.
- Maintained cleanliness of work area by sweeping, dusting and disposing of trash.
- Assessed floor displays to restock merchandise.
- Restocked shelves according to plan-o-grams set up by management team.
- Provided excellent customer service when assisting customers in finding desired items or answering questions about products or services offered.
- Reset merchandise throughout assigned section to give shelves and racks professional appeal.
- Adhered strictly to safety regulations while handling heavy equipment such as forklifts and pallet jacks.
- Checked expiration dates on all food items to ensure quality control standards were met.
- Used proper case cutting techniques to cut and sort stock loads.
- Followed proper procedure when dealing with hazardous materials such as chemicals or cleaning supplies.
- Maintained an orderly appearance at all times throughout the store.
- Operated forklift and pallet jacks to unload trucks and move products throughout the store.
- Helped unpack shipments, check contents against invoices, sort boxes into stacks for stocking purposes.
- Identified and quickly handled spill clean-up.
- Built displays for special promotions, sales events and seasonal items as directed by supervisor.
- Gathered assigned merchandise and transported to store floor locations using hand trucks.
- Removed expired and overripe items to provide freshest options and eliminate health risks.
- Prepared products by adding tags and readying pallets for restocking.
- Reported any suspicious activity or theft immediately to supervisors.
- Conducted price changes as needed, following established procedures.
- Updated pricing and sales signs to promote merchandise.
- Responded quickly to emergency situations during night shifts.
- Performed daily inventory checks to maintain accurate records for ordering purposes.
Education
High School Diploma -
Richard Milburn Academy
05-2003
Skills
- Customer service management
- Training development
- Customer satisfaction strategies
- Issue resolution coordination
- Inventory management software
- Customer relationship management
Timeline
Elderly Caregiver
Nurses Unlimited
08.2017 - 05.2024
General Warehouse Associate
Amazon
01.2014 - 05.2017
Medical Records Clerk
Veterans Affairs Medical Center
03.2009 - 11.2013
Customer Service Manager
Internal Revenue Service, IRS
05.2007 - 09.2025
Warehouse Associate
Pactiv Inc
02.2006 - 11.2010
Overnight Stocker
HEB
01.2003 - 02.2006
High School Diploma -
Richard Milburn Academy