Darla Walsh
Casper,WY
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Proficient in all aspects of Office Duties, including payroll, AR & AP, data entry, spreadsheets, word processing.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Comcast, Xfinity
Fort Collins, CO
03.2017 - 06.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified opportunities for upselling additional products or services based on customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Supported sales team members to drive growth and development.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Vice President & Office Manager
DLC Trucking, Inc.
La Barge, WY
01.1995 - 12.2016
- Oversaw human resources functions such as recruitment, employee relations, training and benefits administration.
- Organized special projects such as corporate events or marketing campaigns.
- Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
- Formulated policies that improved operational efficiency and productivity.
- Created effective communication strategies between management team members and employees at all levels of the organization.
- Provided oversight of all departments in order to ensure smooth operation of daily activities.
- Ensured compliance with federal, state, and local laws related to employment practices.
- Developed and executed strategic plans to support the vision of the organization.
- Ensured compliance with applicable laws and regulations related to operations activities.
- Established performance standards for staff members in order to drive productivity levels up.
- Negotiated contracts with vendors for services, products and supplies.
- Maintained relationships with key stakeholders by attending meetings and responding promptly to inquiries or requests for information.
- Drove revenue by cultivating successful client relations.
- Oversaw corrective action plans to remedy structural, organizational and departmental issues.
- Hired, trained, and mentored staff members to maximize productivity.
- Developed and implemented office policies and procedures.
- Responded to customer inquiries via phone or email in a professional manner.
- Maintained confidential records relating to personnel matters.
- Monitored inventory levels and placed orders when needed.
- Processed payroll accurately ensuring all employees were paid on time.
- Organized company events including holiday parties, team building activities .
- Ensured compliance with applicable laws regarding employment practices.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Supervised staff members, organized schedules and delegated tasks.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Assisted in recruiting, onboarding and training new employees.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Administered payroll and maintained proper documentation of employee personnel.
Store Owner
Deja Nu Boutique
Windsor, CO
03.2013 - 06.2016
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Managed inventory levels, restocking shelves as needed.
- Identified opportunities for improvement within existing processes.
- Oversaw the maintenance of all equipment used in the store's operations.
- Implemented marketing campaigns to increase brand visibility and attract new customers.
- Analyzed financial data to identify trends that could improve operational performance.
- Developed and implemented a customer loyalty program to increase repeat business.
- Created a unique shopping experience for customers by providing personalized service.
- Maintained records of sales, profits and losses within the store.
- Negotiated contracts with vendors to secure best prices for products.
- Performed daily operations such as opening and closing the store, cashiering, stocking merchandise.
- Developed store policies and procedures to ensure customer satisfaction.
- Organized and scheduled staff to maximize efficiency in the store.
- Ensured compliance with state and local laws regarding business operations.
- Provided training for employees on product knowledge and customer service techniques.
- Cultivated relationships with customers to promote repeat business.
- Prepared for new product lines and seasonal changes by running in-store and online clearance events.
- Monitored and supervised customer's activities in store to detect signs of attempted theft.
- Increased business by developing new marketing and promotional strategies.
- Planned promotional campaigns for new products or specials.
- Welcomed customers and offered assistance with browsing and purchasing needs.
- Set pricing structures according to market analytics and emerging trends.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Emergency Medical Technician
La Barge Ambulance Service
La Barge, WY
05.1998 - 06.2001
- Monitored patient status during transport ensuring safety at all times.
- Ensured that ambulance was stocked properly with necessary supplies prior to responding to calls.
- Communicated effectively with physicians and hospital personnel regarding patient's condition during transport process.
- Adhered strictly to safety regulations set forth by local governing bodies.
- Provided emotional support and comfort to patients while transporting them to their destination.
- Maintained patient vital signs, including blood pressure, respiration rate, pulse rate, temperature, oxygen saturation level and pain levels.
- Performed basic life support procedures such as cardiopulmonary resuscitation and automated external defibrillation.
- Observed infection control measures when treating multiple patients within a given timeframe.
- Collaborated with other medical professionals to ensure quality of care for all patients.
- Reported any suspicious activity witnessed while on duty immediately upon return from call.
- Utilized proper body mechanics when lifting and moving equipment or assisting patients.
- Responded quickly to emergency calls, assessed the situation and provided appropriate treatment for illnesses or injuries.
- Assisted in providing medical care to patients with life-threatening conditions and injuries.
- Operated specialized medical equipment such as ventilators, cardiac monitors and suction devices.
- Provided on-scene treatments such as administering oxygen therapy and splinting fractures.
- Participated in continuing education courses to maintain certification requirements.
- Transported patients to hospitals or other healthcare facilities using ambulances or other vehicles.
- Assessed the scene of an accident or incident before providing medical assistance.
- Documented patient assessment findings in accordance with established protocols.
- Operated and drove ambulances to transfer patients to hospitals or other healthcare facilities.
Education
EMT - B - Emergency Medical Technician
State of Wyoming
Cheyenne05-1998
Certified Private Investigator - Private Investigation
United States Academy of Private Investigation
Online01-1997
Accounting & Legal Assistant - Accounting And Paralegal Studies
International Correspondence Schools
Scranton, PA09-1996
Tax Specialist - Personal And Corporate Taxes
Federated Tax Service
Online01-1996
PC Specialist - PC Specialist With Multi Media
School of Computer Training
Online09-1995
High School Diploma -
Douglas High School
Douglas, WY05-1982
Skills
- Call Management
- Account updating
- Information Security
- Product Knowledge
- Data Entry
- Problem Resolution
- Call Center Operations
- Problem-solving abilities
- Customer Relationship Management (CRM)
Affiliations
- Crafting - Create and sell unique Suncatchers
- Gardening - Love being in the earth and growing healthy food
- Continued Learning - We are never to old to learn something new
- Hiking and Outdoor enjoyment
Accomplishments
- Finished top in my class at EMS Training
- Successfully ran a trucking company for over 18 years
- Created and sold Safety Manual with over 80 different programs and training
Certification
- Previously licensed and certified as a Notary
- Previously licensed as a Emergency Medical Technician
References
References available upon request.
Timeline
Customer Service Representative
Comcast, Xfinity
03.2017 - 06.2022
Store Owner
Deja Nu Boutique
03.2013 - 06.2016
Emergency Medical Technician
La Barge Ambulance Service
05.1998 - 06.2001
Vice President & Office Manager
DLC Trucking, Inc.
01.1995 - 12.2016
EMT - B - Emergency Medical Technician
State of Wyoming
Certified Private Investigator - Private Investigation
United States Academy of Private Investigation
Accounting & Legal Assistant - Accounting And Paralegal Studies
International Correspondence Schools
Tax Specialist - Personal And Corporate Taxes
Federated Tax Service
PC Specialist - PC Specialist With Multi Media
School of Computer Training
High School Diploma -
Douglas High School