- Crafting and DIY Projects
- Growing herbs, vegetables, or fruits in home gardens
- Bread Making
- Enjoying the art of baking and pastry-making, experimenting with recipes
Heather Casella
Pleasant View,Utah
Summary
Highly dependable, creative, and intrinsically motivated individual, with over 12 years of management and customer service experience. Expert organizational skills with a keen focus on quality and team development.
KEY ATTRIBUTES: Organizing and Prioritizing, Event Planning and Execution, Communicating Effectively and Professionally, Attention to Detail, Human Relations, Program Creation and Implementation, Electronic records management, Budget Analysis and Management, Coaching and Counseling, Training, Mentoring, Process Improvement and Streamlining, Office Administration
Overview
28
28
years of professional experience
Work History
Office Manager/Inside Sales
Page Custom Supply
Salt Lake City, UT
10.2025 - Current
- Oversees all administrative schedules, tasks, and responsibilities for 9-person team.
- Capitalizes on 16 years of military spouse experience to thrive in uncertainty and expertly prioritizes workload for effective outcomes.
- Constantly networks to identify programs, products, and business opportunities aiding the company’s success.
- Showcases and trains team on proven customer service tactics to handle difficult situations with shop owners and retail customers when in person and via electronic communication.
- Professionally fields customer communication to assist business owners, managers, employees, and retail customers.
- Creates and publishes Standard Operating Procedures for intricate administrative procedures.
Medical Telephone Appointment Agent
Department of the Army Contractor
San Antonio, TX
01.2023 - 07.2023
- Scheduled medical appointments and determined patient eligibility for health services, and fielded over 700 phone calls a month.
- Supported the Primary Care Manager (PCM) in the appointment or consult management departments by scheduling primary and specialty care appointments and consult referrals.
- Followed appropriate booking and consult protocols as outlined in the booking tools or Standard Operating Procedures (SOP) for each clinic. Consistently achieved 100% accuracy on call audits.
- Demonstrated excellent customer service skills, and exemplified empathy and professionalism with general medical ethics and etiquette.
Planned Career Break
N/A
San Antonio, TX
07.2010 - 01.2023
- Intentionally paused career to focus on full time caregiving of young family and supporting military spouse.
- Volunteered at the Aviano AFB Co-op. Understood the interests and requirements of each child and executed activities accordingly.
- As Secretary of Parent Teacher Association, volunteered 100+ hours to elementary school recognition events, meetings and activities, to include holding two different PTA board member positions.
- Assisted teachers and students in classrooms in 3 different elementary schools.
Group Sales Manager
Macy’s department store
Layton, UT
06.1998 - 07.2010
- Managed 125 employees (shift and season dependent).
- Planned/executed annual department inventory worth $4.5M.
- Director of safety; coordinated CPR classes, facilitated emergency evacuation drills, earthquake drills and educated employees on emergency preparedness.
- Mentored team members to improve sales techniques and customer engagement strategies.
Skills
- Artificial Intelligence (ChatGPT, Claude)
- Microsoft Office programs (Power Point, Excel, Outlook, Word)
- Remote communication tools: email, phone, video conferencing (Skype, Facetime, Google Duo, Zoom, Go To, Join Me)
- File Sharing (Google Drive, Dropbox)
Interests
Timeline
Office Manager/Inside Sales
Page Custom Supply
10.2025 - Current
Medical Telephone Appointment Agent
Department of the Army Contractor
01.2023 - 07.2023
Planned Career Break
N/A
07.2010 - 01.2023
Group Sales Manager
Macy’s department store
06.1998 - 07.2010