Richard Lipford
Horn Lake
Summary
Talented Administrator highly successful at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with talent for thinking outside box for creative solutions. 20 Plus years of internal and external Customer Service support. Leading teams of peers while offering managerial backup support.
Overview
16
16
years of professional experience
Work History
Sr. Employee Solutions Administrator
FedEx Services
08.2012 - Current
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Attends Bi-Monthly Business Partner Review and Update with Cast Management Team
- Primary Escalation Support for Management Escalations
- Script Validations for ESCC supporting Payroll, Cast and Disbursements
- Member of QAT team representing ESCC for HRPay Project
- Generated reports to suggest corrective actions and process improvements.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Assisted in development of strategic plans aligned with organizational goals by providing valuable input during planning sessions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
- Educated staff on organizational mission and goals to help employees achieve success.
- Served as liaison between departments, fostering open communication channels that improved overall organizational function.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Provided excellent customer service by addressing employee inquiries about their paychecks promptly and accurately.
One Call Representative
FedEx Services
05.2009 - 08.2012
- Demonstrated adaptability by handling a variety of call types, including inbound sales inquiries, technical support inquiries, and general customer service calls. Approximately 50-70 calls per day
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Evaluated customer relationships to streamline operational efficiencies resulting in highest quality of service.
- Boosted team performance by developing customer service training materials and conducting service training.
- Evaluated employee performance and coached and trained to improve weak areas.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
Education
No Degree - Business Administration
University of Southern Mississippi
High School Diploma -
Coldwater High School
06.1995
Skills
- Improvement plan knowledge
- MS Office
- Data Analysis
- Process Analysis
- Employee Supervision
- Customer Service
- New Hire Onboarding
- Attention to Detail
- Decision-Making
- Multi-Line Phone Systems
Timeline
Sr. Employee Solutions Administrator
FedEx Services
08.2012 - Current
One Call Representative
FedEx Services
05.2009 - 08.2012
High School Diploma -
Coldwater High School
No Degree - Business Administration
University of Southern Mississippi
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