Summary
Overview
Work History
Education
Skills
Timeline
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Heather Webb

Puyallup,Washington

Summary

Experienced Sales Floor Associate with strong track record providing excellent customer service. Works well in fast-paced environments and maintains positive attitude. Possesses excellent communication and interpersonal skills. Dependable with experience in dynamic, high-performance environments. Skilled in processing transactions, handling cash, using registers and arranging merchandise. Maintains high-level customer satisfaction by smoothly resolving customer requests, needs and problems. Knowledgeable about maintaining organized inventories and handling custodial requirements of commercial building bathrooms, workspaces and customer areas. Experienced team player with strong service record, good organizational skills and productive approach to handling simultaneous tasks. Focused on always producing high-quality and professional results. Reliable and skilled in maintaining clean and orderly interior and exterior building spaces. Careful in managing every cleaning task, including floors, bathrooms, trash removal and windows, with diligence.

Overview

20
20
years of professional experience

Work History

Floor Associate

Michaels Craft Store
11.2022 - Current
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Answered questions about store policies and addressed customer concerns.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Increased sales and customer satisfaction through personalized servicing.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Maintained excellent communication, cleanliness, and safety standards on work sites and projects, boosting customer satisfaction .
  • Worked with loss prevention in monitoring shopper behavior.

Call Center Representative

Orca Monitoring Services
08.2007 - 01.2011
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Processed debit and credit card and electronic check payments.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Used Microsoft Word to document information and maintain forms, logs and records for emergency calls.
  • Provided verbal assistance to customers to resolve issues regarding basic system operation and maintenance.
  • Troubleshot systems remotely to assist clients with resetting and bypassing alarm systems.
  • Tested equipment with customers or field associates to verify proper operation of alarm systems.
  • Answered and responded to phone inquiries and radio communications relating to building security and emergency or crisis situations.
  • Contacted external agencies such as paramedic, fire, ambulance and police services to handle critical incidents.
  • Recorded dates, times, destinations and types of calls or messages received and transmitted, using Microsoft Word.
  • Maintained strict confidentiality by obtaining passwords and following security procedures to protect customer and dealer information.
  • Contacted law enforcement in case of unauthorized persons, documents, and materials.

Guest Service Agent

Best Western Hotel
04.2007 - 08.2007
  • Collected room deposits, fees, and payments.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Maintained consistent positive customer feedback.
  • Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
  • Recommended hotel services or amenities that guest may find useful.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Provided guest assistance and recommendations for tourist attractions.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Resolved guest complaints and discrepancies in prompt and courteous manner.
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
  • Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
  • Maintained high level knowledge of all hotel services offered to answer guest questions.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Maintained neat and orderly front desk and lobby area to uphold hotel standards.
  • Answered hotel phones with professionalism and directed calls appropriately.
  • Processed guest check-ins and check-outs following procedures for fast turnover.
  • Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Manager on Duty

Blockbuster Video
04.2003 - 04.2007
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Trained employees in essential job functions.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Achieved results by working with staff to meet established targets.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Education

High School Diploma -

Kent Meridian Highschool
Kent, WA
06.2002

Skills

  • Excellent Work Ethic
  • Client Needs Assessment
  • Item Scanning
  • Speech Clarity
  • Product Recommendations
  • Returns Policies
  • Retail Store Operations
  • Product Merchandising
  • Loyalty Promotion
  • Strong Communication and Interpersonal Skills
  • Merchandise Stocking and Replenishing
  • Safety and Cleanliness Standards
  • Teamwork and Collaboration
  • Store Opening and Closing
  • Merchandise Receiving and Handling
  • Managing Cash Register
  • Positive Customer Engagement
  • Retail Sales
  • Product Knowledge
  • Item Ticketing and Pricing
  • Leadership
  • Rewards Programs
  • Time Management
  • Customer Assistance
  • Ability to Lift 40 Pounds
  • Maintaining Clean Work Areas
  • Answering Customer Questions
  • Restroom Upkeep
  • Vacuuming and Dusting
  • Remove Trash
  • Clean Floors
  • Sterilization Techniques

Timeline

Floor Associate

Michaels Craft Store
11.2022 - Current

Call Center Representative

Orca Monitoring Services
08.2007 - 01.2011

Guest Service Agent

Best Western Hotel
04.2007 - 08.2007

Manager on Duty

Blockbuster Video
04.2003 - 04.2007

High School Diploma -

Kent Meridian Highschool

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Heather Webb