Sheri Updike
Customer Service Representative
Jacksonville,Florida
Overview
37
37
years of professional experience
Work History
Customer Service Security Associate
Southeastern Grocers Headquarters
01.2018 - 09.2020
- 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.
Retail Technical Customer Associate
Southeastern Grocers
01.2006 - 01.2018
- 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.
Customer Service Specialist
Southeastern Grocers
01.2001 - 01.2006
- 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.
Customer Service Representative
Southeastern Grocers
01.1989 - 01.2006
- 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, FLSkills
- 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
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.
Timeline
Customer Service Security Associate
Southeastern Grocers Headquarters
01.2018 - 09.2020
Retail Technical Customer Associate
Southeastern Grocers
01.2006 - 01.2018
Customer Service Specialist
Southeastern Grocers
01.2001 - 01.2006
Customer Service Representative
Southeastern Grocers
01.1989 - 01.2006
Bachelor of Arts - Office Supervision And Management
Florida State College At Jacksonville
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