Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kerri Sugar

West Branch,MI

Summary

Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Mercantile Bank Of Michigan
Rose City, MI
09.2023 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Balance daily cash drawer and vault
  • Set up and activated customer accounts.

Director of Client Services

Barnett Financial And Tax
07.2019 - 09.2022
  • Interacted with clients on regular basis to quickly alleviate issues and provide updates.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Maintained client files with client financials information, contracts, records of client interactions, client notes, and other information.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Collected confidential financial information from clients to construct comprehensive financial plans.
  • Managed existing and developed new client relationships, identifying risk and growth opportunities.

District Manager

Union Pacific Holdings
11.2018 - 03.2019
  • Built positive and productive relationships with store and field leadership.
  • Supervised three locations to enforce high-quality standards of operation.
  • Coordinated with owner to actualize strategies for improving performance and growing circulation volumes and sales.
  • Hired and led 12 managers and supervisors.
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
  • Held weekly meetings with restaurant managers to identify techniques to overcome sales obstacles.
  • Modeled best practices for sales and customer service.
  • Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
  • Drove sales for 3 restaurants in district.
  • Increased customer satisfaction scores.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Located, developed and promoted talented employees to cultivate collaborative and hardworking leadership team.

Training Gerneral Manager

Speedway, LLC
03.2013 - 11.2018
  • Managed budget implementations, employee reviews, training, and schedules.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Assessed reports to evaluate performance, develop targeted improvements and implement changes.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Resolved problems, provided open communication and recommended discipline and terminations.
  • Implemented and supervised maintenance and sanitation standards for equipment and instruments.
  • Approved weekly payroll for staff.

Assistant Store Manager

Ascena Retail
05.2011 - 03.2013
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Approved regular payroll submissions for employees.

Assistant Store Manager

Christopher And Banks
04.2009 - 06.2011
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Rotated merchandise and displays to feature new products and promotions.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Approved regular payroll submissions for employees.

Court Administrator/Probate Register

Tuscola County Probate Court
01.1995 - 10.2010
  • Sorted, stamped and filed wide variety of legal and judicial materials.
  • Maintained flow of documents received and served through appropriate clerks up to judges and back to final destination.
  • Handled database management for specific areas of law.
  • Processed workflows related to specific areas of court processes.
  • Reviewed presented documents for compliance to standards.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Drafted yearly budgets to be submitted to County Board of Commissioners.
  • Assisted attorneys, paralegals, genealogist, and general public with probate estates, wills, trusts, guardianships, and conservatorship.
  • Assisted with divorce proceedings with minor children, juvenile delinquent, neglect and abuse, and adoption cases.

Proof Operator

Chemical Bank Bay Area
01.1988 - 01.1993
  • Processed financial transactions of deposits, payments, checks, and withdrawals by encoding numerical data.
  • Operated proof machine to list, sort and prove credits, debits, and deposits.
  • Detected out of balance transactions and followed implemented handling procedures.
  • Prepared, sent and received image cash letters and processed all transit bags.
  • Maintained friendly and professional customer interactions.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Handled various accounting transactions.
  • Received loan and utility payments, sending funds to correct destinations.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Conducted regular proof work and followed up on chargebacks and deposit corrections.

Education

High School Diploma -

Akron Fairgrove High School
Fairgrove
06.1988

Skills

  • Client Inquiries
  • Cloud Hosting
  • Stakeholder Updates
  • Stock Control
  • Maintaining Clean Work Areas
  • Closing Procedures
  • Financial Document Review
  • Inventory Control Processes
  • Strategic Goals
  • Ongoing Assistance
  • Customer Service and Assistance
  • Intake Forms
  • Process Knowledge
  • ID Verification
  • Data Communications
  • Performance Goals
  • Operational Efficiency
  • Accounts Payable and Accounts Receivable
  • High Net Worth Individuals Marketing
  • Outbound Calls
  • Customer Loyalty
  • Loyalty Programs
  • Customer Preferences
  • Vendor Relationship Management
  • Selling Skills
  • Strategic Account Management
  • Travel Accommodations
  • Customer Retention Strategies
  • Document Organization
  • Data Integrity
  • Creative Thinking
  • Recruiting and Hiring
  • Team Goals
  • Microsoft Office
  • Client Relationships
  • Special Orders
  • Excellent Attention to Detail
  • Client Requirements
  • Personnel Management
  • Clerical Support
  • Meeting KPIs
  • Sales Report Generation
  • Interpersonal Communication Skills
  • Organization And Recordkeeping
  • Workflow Coordination
  • Clientele Interactions
  • Client Rapport Building
  • Interpersonal And Client Communications
  • Problem-Solving
  • Organizational Standards
  • Service Level Agreements
  • Client Retention

Certification

  • First Aid
  • CPR
  • AED

Timeline

Customer Service Representative

Mercantile Bank Of Michigan
09.2023 - Current

Director of Client Services

Barnett Financial And Tax
07.2019 - 09.2022

District Manager

Union Pacific Holdings
11.2018 - 03.2019

Training Gerneral Manager

Speedway, LLC
03.2013 - 11.2018

Assistant Store Manager

Ascena Retail
05.2011 - 03.2013

Assistant Store Manager

Christopher And Banks
04.2009 - 06.2011

Court Administrator/Probate Register

Tuscola County Probate Court
01.1995 - 10.2010

Proof Operator

Chemical Bank Bay Area
01.1988 - 01.1993

High School Diploma -

Akron Fairgrove High School

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Kerri Sugar