DONNA MARTIN
Spanaway
Summary
Dynamic Customer Service Representative with a proven track record at Norco Inc, excelling in client support and engaged listening. Recognized for resolving escalated issues and enhancing customer loyalty through effective communication and detail-oriented data management. Consistently exceeded performance metrics, demonstrating strong time management and multi-tasking abilities.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Norco Inc
04.2020 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Education
MEDICAL OFFICE SUPPORT
CLOVER PARK TECHNICAL COLLEGE
Steilacoom, WAMEDICAL ASSISTANT
CLOVER PARK TECHNICAL COLLEGE
Steilacoom, WASkills
- Client support
- Engaged listening
- Logical evaluation
- Detail-oriented data management
- Time management
- Multi-tasking
- Overseeing daily operations when manager is out
- Till management
- Opening and closing office
- Communication with prescribers, social workers, and medical records
Accomplishments
With my time and knowledge building at Norco, I became the office team lead. I was also the go to person for training new employees for the Tacoma and sometimes Renton offices.
Certification
MEDICAL OFFICE SUPPORT
Timeline
Customer Service Representative
Norco Inc
04.2020 - 06.2025
MEDICAL OFFICE SUPPORT
CLOVER PARK TECHNICAL COLLEGE
MEDICAL ASSISTANT
CLOVER PARK TECHNICAL COLLEGE
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