Gwen Martens
Port Coquitlam
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment. Experienced Department Manager with strong skills in time management, multitasking, and meeting deadlines. One year of hands-on retail operations experience, specializing in inventory management and merchandising. Dedicated to achieving sales goals and maintaining the efficient operation of all departments.
Overview
18
18
years of professional experience
Work History
Customer Service Specialist
Resplabs Medical Inc
04.2024 - 06.2025
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor..
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Department Manager
Rona Home Centre
04.2023 - 03.2024
- Led a team of professionals to consistently achieve or exceed performance targets.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
Install Coordinator
Rona Home Centre
03.2022 - 04.2023
- Improved installation efficiency by streamlining processes and implementing best practices.
- Enhanced customer satisfaction with timely and accurate installations for various projects.
- Coordinated installation schedules, ensuring optimal use of resources and minimizing downtime.
- Collaborated with sales team to provide accurate quotes and timelines for clients, resulting in increased client trust.
- Resolved any installation issues promptly, maintaining positive relationships with customers and vendors alike.
- Maintained detailed records of all installations, providing a valuable resource for future reference and continuous improvement efforts.
Sales Specialist - Commercial Sales
Lowes Home Improvment
02.2020 - 03.2022
- Increased sales revenue by developing and implementing strategic sales plans.
- Built strong client relationships through consistent communication and effective problem solving.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
- Expanded customer base with targeted prospecting and lead generation efforts.
- Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
- Adapted selling approach based on each customer''s unique needs/preferences; tailoring product offerings accordingly.
- Provided first-rate service to all customers and potential customers.
Sales Professional
Prestige Flooring And Hardwood
01.2016 - 01.2019
- Maintained consistent flooring sales by developing and deepening positive customer connections
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements
- Proficient in all cash procedures.
- Built strong relationships with customers through personalized service, enhancing client loyalty and repeat business.
- Provided timely and effective resolutions to problems, securing clients and ensuring satisfaction.
Medical Device Reprocessing Technician
Prairieview Surgical Centre
01.2013 - 01.2018
- Prepared instruments for sterilization and performed decontamination procedures
- Wrapped trays, instrument packs and sets
- Recorded biologicals and test results
- Sterilized instruments for surgical procedures.
- Enhanced patient safety by ensuring the proper cleaning, disinfection, and sterilization of medical devices.
- Maintained a high level of cleanliness in the reprocessing department for optimal infection control measures.
Medical Device Reprocessing Technician
Saskatoon Health Region
01.2010 - 01.2016
- Prepared instruments for sterilization and performed decontamination procedures
- Wrapped trays, instrument packs and sets
- Recorded biologicals and test results
- Sterilized instruments for surgical procedures.
- Enhanced patient safety by ensuring the proper cleaning, disinfection, and sterilization of medical devices.
- Maintained a high level of cleanliness in the reprocessing department for optimal infection control measures.
Kitchen Designer
J&H Warehouse
01.2007 - 01.2009
- Planned and presented project quotes for custom designs
- Designed detailed kitchen layouts based on client needs and budgets
- Maintained relationships with installers and suppliers
- Helped select cabinets, counters, appliances and flooring based on client needs and budget.
- Enhanced kitchen functionality by creating custom designs tailored to individual client needs.
- Increased customer satisfaction through meticulous attention to detail and a focus on optimal space utilization.
Education
STERILE SUPPLY TECHNICIAN THEORY PROGRAM -
VANCOUVER COMMUNITY COLLEGE VIA SASKATOON HEALTH REGION
GI SCOPE HANDLING & REPROCESSING ESSENTIALS -
PENTAX I-SCOPE
High School Diploma -
Mount Royal Collegiate
1981
Skills
- Exceptional customer service
- Professional demeanor
- Space planning
- Proficient in cash procedures
- Relationship building
- Leadership qualities
- Call center experience
- Good communication skills
- Telephone etiquette
- Problem resolution
- Written and oral communication
- Customer support
Languages
English
Native or Bilingual
Timeline
Customer Service Specialist
Resplabs Medical Inc
04.2024 - 06.2025
Department Manager
Rona Home Centre
04.2023 - 03.2024
Install Coordinator
Rona Home Centre
03.2022 - 04.2023
Sales Specialist - Commercial Sales
Lowes Home Improvment
02.2020 - 03.2022
Sales Professional
Prestige Flooring And Hardwood
01.2016 - 01.2019
Medical Device Reprocessing Technician
Prairieview Surgical Centre
01.2013 - 01.2018
Medical Device Reprocessing Technician
Saskatoon Health Region
01.2010 - 01.2016
Kitchen Designer
J&H Warehouse
01.2007 - 01.2009
GI SCOPE HANDLING & REPROCESSING ESSENTIALS -
PENTAX I-SCOPE
High School Diploma -
Mount Royal Collegiate
STERILE SUPPLY TECHNICIAN THEORY PROGRAM -
VANCOUVER COMMUNITY COLLEGE VIA SASKATOON HEALTH REGION
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