Summary
Overview
Work History
Education
Skills
Timeline
Generic

Martha Shaw

Buckhannon,WV

Summary

Proven track record of enhancing customer satisfaction and streamlining operations, demonstrated at MedExpress Urgent Care. Excelled in high-stress situations, showcasing exceptional problem-solving and teamwork skills. Achieved significant improvements in efficiency and service delivery, leveraging attention to detail and a friendly, positive attitude.

Overview

35
35
years of professional experience

Work History

CCA

UBC
12.2016 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Learned and adapted quickly to new technology and software applications.
  • Developed and maintained courteous and effective working relationships.

FOA

MedExpress Urgent Care
12.2016 - 11.2024
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Learned and adapted quickly to new technology and software applications.
  • Developed and maintained courteous and effective working relationships.

WHIP Clerk

Suddenlink Communications
09.1993 - 04.2016
  • Ensured accurate billing for clients by maintaining organized financial records and invoices.
  • Fostered a positive working environment by promoting teamwork, open communication, and mutual support among colleagues.
  • Provided excellent customer service through prompt response to inquiries and resolution of any issues related to shipments or documentation.
  • Assisted in the training of new staff members on company policies, procedures, and best practices related to shipping operations.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Collaborated with internal departments to verify customer satisfaction and order accuracy.
  • Analyzed data to prepare reports and identify process improvements.
  • Sorted and delivered materials to different work areas and staff.
  • Verified orders by comparing names and quantity of items packaged with shipping documents.
  • 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.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

Volunteer Dispatcher Emergency Medical Ambulances

Upsher County Emergency Squad
01.1991 - 03.2007
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of 4 fleet vehicles.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.

Education

GED -

Buckhannon Upshur High School
Buckhannon, WV
1979

Skills

  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving

Timeline

CCA

UBC
12.2016 - Current

FOA

MedExpress Urgent Care
12.2016 - 11.2024

WHIP Clerk

Suddenlink Communications
09.1993 - 04.2016

Volunteer Dispatcher Emergency Medical Ambulances

Upsher County Emergency Squad
01.1991 - 03.2007

GED -

Buckhannon Upshur High School

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Martha Shaw