Heather Petersen
Missoula,MT
Summary
Friendly, hardworking, loyal mother of two with a background in various office settings and skill sets. Knowledgeable about customer service and clerical requirements. Can handle multiple simultaneous tasks with excellent time management abilities and resourceful approach. Dependable and quick-learning team player with effective communication and organization skills.
Overview
23
23
years of professional experience
Work History
Receptionist
Flathead Valley Orthopedics
Kalispell, MT
10.2009 - 02.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Traveled to satellite clinics with different physicians to perform receptionist duties.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Corresponded with clients through email, telephone or postal mail.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Helped with patient data entry and health screening.
Universal Associate
Clearwater Credit Union
09.2022 - Current
- Executed wire transfers, stop payments and account transfers.
- Improved operational efficiency by conducting regular audits of internal processes and making necessary adjustments as needed.
- Delivered outstanding service by anticipating customer needs and offering tailored solutions accordingly.
- Referred customers to other banking departments for specialized services.
- Educated customers on online banking and mobile banking applications.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Processed applications for new accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Received loan and utility payments, sending funds to correct destinations.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Developed strong rapport with customers through active listening and empathy, fostering long-term loyalty among clientele.
- Strengthened client relationships with exceptional communication skills and proactive problem-solving abilities.
- Stayed up-to-date on industry trends and regulatory changes, ensuring compliance while delivering optimal service to clients.
- Provided comprehensive support during high-volume periods, demonstrating adaptability and strong multitasking capabilities.
- Self-motivated, with a strong sense of personal responsibility.
- Work effectively in fast-paced environments.
- Work well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
Deposit Operations Clerk
Glacier Bank
Kalispell, MT
10.2004 - 08.2009
- Supported management by processing documents and reports with consistent on-time delivery.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Input financial data and produced reports using Jack Henry.
- Worked briefly, in proof department that manually ran all bank transactions for each business day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Communicated professionally with colleagues, freelancers and clients.
- Participated in several community events.
Head Cashier
Pro Clean Car Wash
Kalispell, MT
05.2002 - 09.2004
- Quickly and accurately counted drawers at end of each shift.
- Processed various cash transactions and answered customer questions.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Supervised and maintained vacuum lot functionality and expediently reported repair needs to maintenance staff for quick resolution.
- Restocked and organized merchandise in front lanes.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Greeted over 600 customers on several occasions with friendly and polite disposition.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
Education
High School Diploma -
Flathead High School
Kalispell, MT01.1999
Skills
- Positive Attitude and Energetic
- Appointment Booking
- Multi-Line Telephone Skills
- Office Equipment Operation
- Personal Initiative
- Visitor and Customer Relations
- Computer Proficiency
- Customer Complaint Resolution
- Data Entry and Database Software
Timeline
Universal Associate
Clearwater Credit Union
09.2022 - Current
Receptionist
Flathead Valley Orthopedics
10.2009 - 02.2015
Deposit Operations Clerk
Glacier Bank
10.2004 - 08.2009
Head Cashier
Pro Clean Car Wash
05.2002 - 09.2004
High School Diploma -
Flathead High School
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