Summary
Work History
Education
Skills
Volunteer Experience
Awards
Languages
Work Preference
Quote
Software
Work Availability
Interests
Certification
Affiliations
Timeline
ProjectManager
Heather Packer-McLaughlin

Heather Packer-McLaughlin

Public Administration/Social Work/Business
Rochester,NY

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Lastly, a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Please contact me regarding my professional background at Heatherpacker98@gmail.com

Thank you!

Work History

Customer Service Representative - Seasonal

Sara's Garden Center
05.2024 - Current
  • Respond to customer requests for plant and garden products, services, and company information.
  • Educate Customers about plants and plant care.
  • Strong and Collaborative Customer Service and Sales Team Member
  • Good Communication Skills - Verbal and Written.
  • Friendly, Empathetic and Efficient Customer Service
  • Experience with cash register, credit card machine balancing and closing register at end of shifts.
  • Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Daily Education about plants and plant care from Master Gardener and owner, and co-workers
  • Hands on care and maintenance of plants
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.

Labor Union Administrative Office Manager

United University Professionals
08.2019 - 09.2023
  • Managed Chapter Office for SUNY Brockport faculty and staff members.
  • Dealt with highly sensitive, volatile and confidential labor relations matters based on the Union contract for faculty and staff members.
  • Assisted with documentation, file management, program, workshop organization/coordination, and assessment of events, workshops and socials.
  • Marketing of Union events, workshops and professional development.
  • Liaison for members to UUP Elected Officers, Statewide Staff and/or other UUP Departments.
  • Managed office including strategic planning and collaborative work with UUP Officers, and UUP Members.

Interim Accessibility Director

SUNY Geneseo
12.2018 - 07.2019
  • Advocated for students needs including resource directly related to the ADA Accommodation laws on campus and within their academic classes
  • Provided student/parent freshman orientations regarding student’s legal rights and Office of Disability services and policies
  • Created educational programming for students, parents and community member and professional development for faculty and staff
  • Managed communication between students, parents, professional staff and parents
  • Supervised administrative staff and student staff
  • Worked collaboratively as administrative team member across all departments on behalf of students
  • Advocacy, crisis intervention for students, staff, and faculty and any needed accessibility and resource support to entire campus population
  • HIPPA and Student Confidentiality Strictly Followed
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Enhanced team collaboration through regular communication and goal setting

EDI Program Coordinator/Assistant to CDO

SUNY Brockport
08.2014 - 11.2018
  • Working with Diverse Student, Staff, and Faculty campus community including displaying critical/conceptual thinking, logical judgment, collaborative and influencing decision-making skills
  • Maintain positive collaborative relationships with campus departments and including all levels of co-workers- administrators, directors, chairs, faculty, staff and students
  • Marketing, Implementing and Communicating through social media, Website, Events, Meetings and Print the new 2016-2021 EDI Strategic Plan through all divisions, departments of campus and within the area community including large-scale organizational change
  • Served as Facilitator, Trainer and Program Coordinator of Community Conversations including strong and dynamic presentation skills
  • EDI Division’s Program and Events Co-Coordinator and Director of SUNY Brockport College’s Large Scale Annual Diversity Conferences (2015, 2016, 2017, 2018) involved coordinating 50-75 volunteers, 2,000-3,000 guests)
  • Collaborated with all campus departments, developing theme including SUNY EDI Strategic Plan and individual Brockport College goals
  • Served on 23 Diversity related committees in coordinator and/or chair roles including: (major EDI Committees below (2014 – 2018)
  • Coordinated 2015 -2016 LAUNCH - specialized educational retention program
  • Managed EDI Department’s Social Media Communications and Website
  • Strategic Management: program – departmental management, and event coordination- a variety of projects, programs, websites, including providing resources
  • Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
  • Created comprehensive reports on program progress, presenting findings to stakeholders and adjusting strategies as needed.
  • Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.

Assistant Retail Manager and Customer Service

Bittersweet
02.2009 - 08.2013
  • Provided friendly and customer 'first' service in small yet very profitable privately owned gift shop which included consistent high level of sales of high-end clothing to customers
  • Cash Register, Credit Card Machine and reconciled sales and prepared bank deposits.
  • In addition, frequently managed store on weekends and over the summer seasons on behalf of my supervisor and the store owner
  • Implemented loss prevention measures, resulting in a significant reduction in shrinkage levels.
  • Supported supervisor and owner implementing and upholding store policies and procedures.

Regional Sales Account Manager

AMO – Advanced Medical Optics
05.2006 - 01.2007
  • Territory Sales Manager – Upstate and Finger Lakes Regions, New York
  • Responsible for educational sales to all optometric, ophthalmologist and eye care practices for medical eye care medical devices.

Corporate Branch Sales Manager and Asst. Manager

Hertz Corporation
Rochester, New York
01.1998 - 02.2006
  • Managed all aspects of branch operations including marketing, inside/outside sales, new account development and account management/maintenance, and billing
  • Assisted with supervision of employees and professionally trained them about corporate policies, sales strategies and car insurance policies and laws
  • Consistently exceeded Sales Commission Goals each month and each quarter
  • Trained all new employees for multiple Hertz Suburban locations and mentored two employees that eventually were promoted to branch managers
  • Strategically co-planned and co-managed the opening of three Hertz Local Editions new branch locations including training/professional development of the new employees for other suburban offices
  • Responsible for up to $500,000 of Inventory on individual branch property
  • Developed and created new business account relationships for three branch locations
  • Outstanding Performance Award for Customer Service provided
  • Recognized for top revenue monthly sales in New England Region – 2006
  • Awarded 'Top Seller' of liability insurance in Western, N.Y
  • Contacted regular and prospective customers to explain product features and solicit products
  • Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
  • Analyzed market trends to identify potential areas of growth within the industry landscape.
  • Collaborated with cross-functional teams to ensure seamless delivery of products and services.
  • Trained peers and management team on internal system supports and implementation plans.
  • Created proposals for new and repeat customer business transactions.
  • Built client relationships by acting as liaison between customer service and sales teams.
  • Developed a reputation as a trusted advisor among clients by demonstrating exceptional knowledge of products and services.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Worked effectively in fast-paced environments.

Education

BACHELOR OF SCIENCE - American History/ Concentration in Business

SUNY Brockport

MASTER OF PUBLIC ADMINISTRATION - Non For-Profit Concentration

SUNY Brockport
05.2023

BACHELOR OF SOCIAL WORK - Concentration: Macro (Systems) Social Work

SUNY Brockport
01.2014

Skills

  • Corporate Account Management and Sales
  • Record of Exceeding Sales Goals
  • Organizational Strategic Planning
  • Provides Friendly and Efficient Service
  • Active Listening
  • Positive and Upbeat Attitude
  • Effective Verbal and Written Communication
  • Key Stakeholder Relationship Building
  • Strength based values
  • Problem-solving abilities
  • Supervision Experience
  • Educational Programming Development
  • Educational Program Coordination
  • Educational Administrative Management
  • Successful Retail Sales Experience
  • Retail Management Experience
  • Sales Team Training
  • Project Management Experience
  • Customer Education
  • Escalation Management
  • Recordkeeping strengths
  • Website Marketing and Management
  • Social Media Marketing Expertise
  • Microsoft Office
  • Microsoft PowerPoint
  • CRM software proficiency
  • Google Docs and Forms proficiency
  • Corporate Account Management Experience
  • Accounting, Budgeting and Finance Skills
  • Professionally Trained Driver - Car Rental
  • Microsoft Office
  • Escalation Management and De-Escalation Techniques
  • Key Stakeholder Relationship building
  • Account updating
  • Administrative Support
  • Product Knowledge
  • Client Relations
  • Problem-solving abilities
  • Customer satisfaction measurement
  • Follow-up skills
  • Sales Closing
  • Team Development
  • Product Promotion
  • Product Sales
  • Recordkeeping strengths
  • Retail store support
  • Office Equipment Proficiency
  • Strategic Sales knowledge
  • Call triaging
  • Data Collection
  • Report Preparation
  • Critical Thinking
  • Provided Staff Training and Professional Development
  • Training development aptitude
  • Proofreading
  • Computer Proficiency
  • Appointment Scheduling
  • CRM software proficiency
  • Spreadsheets
  • Record preparation
  • Document Control
  • Spreadsheets
  • Creative Skill Set - professional event decorating including floral arrangements

Volunteer Experience

  • Founder and Co-Coordinator, Harvest Kitchen, Saint Luke's Episcopal Church, Brockport, NY, 2009 - 2014
  • Social Work Student Volunteer and "Tent City" Fundraiser - House of Mercy, Homeless Shelter, Rochester, NY - 2011, 2012, 2013, 2014
  • Volunteer, American Heart Association, 2012 - 2015
  • Crop Walk Co-Coordinator for Saint Luke's Episcopal Church, Brockport, NY, April 2016

Awards

  • NASW, Genesee Valley Region, BSW Student of the Year, SUNY Brockport, 04/2014
  • BSW Student Leadership Award, SUNY Brockport Social Work Department, 05/2014
  • International Public Administration Honor Society Member: Phi Alpha Alpha, 03/2023

Languages

Spanish
Limited Working

Work Preference

Work Type

Full TimePart Time

Work Location

HybridOn-Site

Important To Me

Career advancementCompany CulturePersonal development programsTeam Building / Company RetreatsHealthcare benefitsFlexible work hours

Quote

“The best way to find yourself is to lose yourself in the service of others.”
Mahatma Gandi

Software

Microsoft Office - Word, Excel

Google Docs, Forms and Tasks

CRM

Internal Website Communications

Social Media - Facebook, X(Twitter) and Instagram

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Interests

Hiking, Reading, Kayaking, Traveling, Cats

Certification

Equity, Diversity and Inclusion Certificate - Cornell Cooperative, October 2016

Affiliations

  • American Heart Assocation - Volunteer and Supporter

Timeline

Customer Service Representative - Seasonal

Sara's Garden Center
05.2024 - Current

Labor Union Administrative Office Manager

United University Professionals
08.2019 - 09.2023

Interim Accessibility Director

SUNY Geneseo
12.2018 - 07.2019

EDI Program Coordinator/Assistant to CDO

SUNY Brockport
08.2014 - 11.2018

Assistant Retail Manager and Customer Service

Bittersweet
02.2009 - 08.2013

Regional Sales Account Manager

AMO – Advanced Medical Optics
05.2006 - 01.2007

Corporate Branch Sales Manager and Asst. Manager

Hertz Corporation
01.1998 - 02.2006

BACHELOR OF SCIENCE - American History/ Concentration in Business

SUNY Brockport

MASTER OF PUBLIC ADMINISTRATION - Non For-Profit Concentration

SUNY Brockport

BACHELOR OF SOCIAL WORK - Concentration: Macro (Systems) Social Work

SUNY Brockport

Similar Profiles

CREATE PROFILE
Heather Packer-McLaughlinPublic Administration/Social Work/Business