Sherurda Wilkins
Memphis,TN
Summary
Dynamic professional with a proven track record at My Navy Career Center, excelling in customer service and problem resolution. Skilled in Microsoft Excel and active listening, adept at transforming customer complaints into loyalty through empathetic engagement. Enhanced operational efficiency and training quality, contributing to improved team performance and customer satisfaction.
Overview
16
16
years of professional experience
Work History
Human Resource Customer Service Representative
My Navy Career Center
01.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Police Radio Dispatcher
Memphis Police Department
06.2022 - 12.2023
- Improved dispatcher training by developing comprehensive manuals and guidelines for new recruits.
- Facilitated swift apprehension of suspects through thorough documentation and dissemination of information to responding officers.
- Conducted quality assurance checks on recorded calls, identifying areas for improvement and providing feedback to fellow dispatchers.
- Managed crisis situations calmly, providing clear directions to officers under pressure while following established protocols.
Customer Service Representative
USAA And United Health Care
10.2017 - 04.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Sales Parts Representative
Advanced Services INC
10.2014 - 10.2015
- Maintained a clean and organized work environment that facilitated efficient operations within the parts department.
- Demonstrated excellent communication skills when liaising between customers, suppliers, and internal stakeholders.
- Boosted operational efficiency through proficient use of computerized inventory management systems and software tools.
- Participated in ongoing training programs to stay updated on industry trends, new products, and best practices in parts management.
Sandwich Artist
Subway
09.2011 - 06.2013
- Greeted guests, promoted specials, and took orders.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Kept workplace clean and organized in line with restaurant policies.
- Increased speed of service through effective multitasking and time management skills.
Receptionist
Memphis Tours
09.2008 - 08.2010
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Education
Certification - Pharmacy Technician
Martinsburg College
Martinsburg, WV06.2018
High School Diploma -
Northside High School Memphis TN
1212 Valentine05.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Problem Resolution
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Client Relations
- Prioritization
Timeline
Human Resource Customer Service Representative
My Navy Career Center
01.2024 - Current
Police Radio Dispatcher
Memphis Police Department
06.2022 - 12.2023
Customer Service Representative
USAA And United Health Care
10.2017 - 04.2021
Customer Service Sales Parts Representative
Advanced Services INC
10.2014 - 10.2015
Sandwich Artist
Subway
09.2011 - 06.2013
Receptionist
Memphis Tours
09.2008 - 08.2010
Certification - Pharmacy Technician
Martinsburg College
High School Diploma -
Northside High School Memphis TN
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