Heather Brock
Eugene,OR
Summary
Professional with comprehensive experience in front office operations, adept at managing high-volume environments with efficiency and poise. Known for strong communication skills, organizational abilities, and keen attention to detail. Collaborative team player focused on achieving results and adapting to changing needs seamlessly. Proficient in scheduling, customer service, and administrative support, ensuring smooth daily operations.
Overview
30
30
years of professional experience
Work History
Receptionist
Bean Counter Tax Services
01.2023 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained confidentiality of information regarding clients and company.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
- Assisted with onboarding new clients and securing paperwork completion.
- Streamlined invoice processing to ensure timely payments and financial operations.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Tracked important information in [Software] spreadsheets and ran reports or generated graphs using data.
Financial Center Manager
Bank Of America
04.2006 - 01.2020
- Collaborated with internal business partners to deliver cohesive banking experience to customers.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Built and lead high-performance team focused on achieving sales and service goals.
- Implemented policies to improve efficiency and team performance.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol and payroll operations.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Met deadlines by proactively managing individual and team tasks and implementing processes.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
- Recruited, interviewed, hired and trained 10 employees and implemented mentoring program to promote positive feedback and engagement.
- Protected company assets with strategic risk management approaches.
Restaurant Manager
Tio Pepe Restaurant
06.1995 - 07.2005
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Organized special events in restaurant, including receptions, promotions and corporate luncheons.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Reconciled cash and credit card transactions to maintain accurate records.
Education
High School Diploma -
Elmira High School
5 1995
Skills
- Organization skills
- Time management
- Telephone skills
- Data entry
- Customer/Client relations
- Appointment scheduling
- Greeting and seating clients
- Document management
- Professional demeanor
- Typing speed
- Office management
- Information protection
- Record preparation
- Supply management
- Front desk operations
Timeline
Receptionist
Bean Counter Tax Services
01.2023 - Current
Financial Center Manager
Bank Of America
04.2006 - 01.2020
Restaurant Manager
Tio Pepe Restaurant
06.1995 - 07.2005
High School Diploma -
Elmira High School
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