Service Representative Customer

SHERI UPDIKE

Jacksonville, Florida *****

*******61 - ***********@***.***

SKILLS

• Responding to Difficult Customers

• Needs Assessment

• Upbeat and Positive Personality

• Calm and Professional Under Pressure

• Presenting Solutions

• Building Customer Trust and Loyalty

• Highly motivated associate

• Detail oriented

WORK HISTORY

01/2018 to 09/2020 Customer Service Security Associate Southeastern Grocers Headquarters – Jacksonville, FL

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Informed customers about special promotions and provided detailed information for various products.

• Followed established guidelines and procedures

• Improved customer satisfaction ratings by addressing issues and fostering timely resolution.

• Documented computer security policies, procedures, and testing. 01/2006 to 01/2018 Retail Technical Customer Associate Southeastern Grocers – Jacksonville, FL

• Authored manuals and organized training programs to teach team members new and improved processes to help customer's to have a better experience for our customers calling in to help desk.

• Established a POS equipment depot process for the stores to eliminated the need for vendor to charge for a service call. This new process saved the company over

$400,000 in just 2 years on keyboard replacements.

• Liaison between several key departments across the company working with external auditors and liquidators on the closing of 346 stores

• Advocated for customers and reported on observed areas for product or service improvement.

01/2001 to 01/2006 Customer Service Specialist

Southeastern Grocers – Jacksonville, FL

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.

• Reinforced established quality control standards and followed procedures for optimal customer interactions.

• Resolved concerns with products or services to help with retention and drive sales.

• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Increased efficiency and team productivity by promoting operational best practices.

01/1989 to 01/2006 Customer Service Representative Southeastern Grocers – Jacksonville, FL

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times.

• Offered advice and assistance to customers, paying attention to special needs or wants.

• Provided primary customer support to internal and external customers.

• Responded to customer requests for products, services and company information. EDUCATION

Bachelor of Arts: Office Supervision And Management Florida State College At Jacksonville - Jacksonville, FL ADDITIONAL INFORMATION

I have unemployment gap starting in September 2020 due to several associates were furloughed from Southeastern Grocers due COVID 19.I was on these associates. I then became the primary caregiver of my mother whom became confined to here bed. Currently, I am seeking employment as a customer service representative in office environment wither working at remote from home, hybrid. I have great customer service skill's working with Southeastern Grocers for over 20 years. Please review my resume. I know I would make great fit to any company.

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