Summary
Overview
Work History
Education
Skills
Timeline
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Heather McCarty

Montgomery,AL

Summary

Versatile and dynamic professional with a proven track record at Publix, excelling in roles requiring exceptional customer service and teamwork. Mastered critical thinking and organizational skills, significantly enhancing operational efficiency. Known for a friendly, positive attitude and adept at multitasking, consistently delivering high-quality outcomes in fast-paced environments.

Overview

2025
2025
years of professional experience

Work History

ASA I

Department Of Education
  • 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.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Baker

Publix
11.2023 - Current
  • Produced consistently high-quality baked goods for customers.
  • Complied with health and safety codes to protect staff and customers.
  • Operated and maintained bakery equipment, including ovens and mixers.
  • Enhanced customer satisfaction by consistently producing high-quality baked goods and maintaining a clean, organized workspace.
  • Collaborated with team members to complete tasks and maintain smooth running of bakery.
  • Maintained a safe work environment by strictly adhering to sanitation guidelines and addressing potential hazards promptly.
  • Ensured product freshness by implementing proper storage techniques and regularly rotating stock.
  • Reduced waste and increased efficiency by accurately measuring ingredients and closely monitoring baking processes.
  • Managed customer service operations, including taking orders and resolving complaints.
  • Provided excellent customer service, answering questions about products and offering personalized recommendations based on individual preferences.
  • Increased production efficiency through effective time management and multitasking during busy periods.
  • Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
  • Trained and supervised new employees on bakery operations and procedures.
  • Contributed to team success by training new employees on baking techniques, safety protocols, and equipment operation.
  • Resolved customer complaints with empathy and professionalism, maintaining positive bakery image.
  • Maintained cleanliness and organization in baking area, meeting health and safety standards.
  • Increased customer satisfaction with friendly and efficient service.
  • Followed food safety standards when handling ingredients.
  • Operated ovens and bakery equipment to prepare products according to recipes.
  • Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
  • Prepared dough for variety of pastries, cakes and breads.
  • Prepared all pastry items in accordance with standards of quality, quantity control, taste, and presentation.
  • Packaged finished products for sale.
  • Monitored temperatures of ovens, proof boxes and other equipment.
  • Trained new employees on bakery methods and procedures.
  • Replenished bakery items in display cases.
  • Replenished and rotated food items, following correct food cooling and storage procedures.
  • Managed display cases to verify freshness and attractiveness of products.
  • Determined baking times for various items.
  • Cut and shaped dough for pies, rolls and other pastries.

Customer Service Staff Member

Publix
01.2020 - 11.2023
  • Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
  • Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
  • Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
  • Ensured strict adherence to organizational policies regarding privacy, security, and overall customer safety during all interactions.
  • Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
  • Conducted regular self-assessment of performance to identify areas for improvement and implement necessary changes.
  • Collaborated with team members to improve overall service quality through shared knowledge and expertise.
  • Facilitated seamless transactions by accurately processing payments, returns, exchanges, or other account adjustments using internal systems.
  • Contributed to increased sales by offering personalized product recommendations based on customer needs.
  • Retained customers through exceptional problem-solving skills, demonstrating genuine care for their concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained new personnel regarding company operations, policies and services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Trained staff on operating procedures and company services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Managed timely and effective replacement of damaged or missing products.
  • Identified and resolved discrepancies and errors in customer accounts.

Office Manager

A and K Containers
02.2013 - 02.2017
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Education

Bachelor Of Business - Finance

AUM
Montgomery, AL

High-school Diploma -

Edgewood Academy
Elmore, AL
2005

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Organizational skills
  • Active listening
  • Verbal communication

Timeline

Baker

Publix
11.2023 - Current

Customer Service Staff Member

Publix
01.2020 - 11.2023

Office Manager

A and K Containers
02.2013 - 02.2017

ASA I

Department Of Education

Bachelor Of Business - Finance

AUM

High-school Diploma -

Edgewood Academy

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Heather McCarty