Marta Dowler
Casper,WY
Summary
Dynamic communication representative with a proven track record at Banner Health Wyoming Medical Center, excelling in customer service and problem-solving. Recognized for enhancing customer satisfaction through effective relationship building and attention to detail, while managing high call volumes. Committed to fostering teamwork and achieving organizational goals.
Overview
22
22
years of professional experience
Work History
Communication Representative
Banner Health Wyoming Medical Center
03.2017 - Current
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Pleasantly greeted all callers and asked how to be of assistance.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Addressed customer inquiries promptly, resulting in increased efficiency of overall call management process.
- Developed strong working knowledge of company policies and procedures to provide accurate guidance to callers.
- Provided timely and accurate information to callers, resulting in increased customer trust and loyalty.
- Maintained accurate directory of all personnel and phone extensions.
- Resolved billing discrepancies for customers by carefully reviewing account details and applying necessary adjustments when needed.
- Worked closely with supervisors to identify areas of improvement in the call center processes that led to enhanced productivity levels among operators.
- Maintained detailed records of incoming calls for analysis and improvement of phone operator services.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Gathered customer information and promptly input data into computer system.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Received incoming calls and paged individuals and departments over PA system.
- Assisted over 300 or more customers daily by answering questions and transferring to appropriate departments.
- Provided new employees with voice and accent training to teach proper customer service etiquette.
- Assisted over 300 or more customers daily by answering questions and transferring to appropriate departments.
- Maintained accurate records of calls placed and received.
Sales Associate
Walmart Capser Wy
03.2011 - 09.2013
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Sales Associate
Sheetz
01.2003 - 11.2008
- Managed returns, exchanges and refunds in accordance with store policy.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Solved customer challenges by offering relevant products and services.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Wrapped, boxed and weighed bakery department products.
- Performed cash, card, and check transactions to complete customer purchases.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
High School Diploma -
Preston High School
Kingwood, WV05-1993
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
- Organizational skills
- Relationship building
- Team building
- Self motivation
- Goal setting
- Team development
- Time management abilities
Timeline
Communication Representative
Banner Health Wyoming Medical Center
03.2017 - Current
Sales Associate
Walmart Capser Wy
03.2011 - 09.2013
Sales Associate
Sheetz
01.2003 - 11.2008
High School Diploma -
Preston High School
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