Choral Music
Heather Sano
Port Wentworth
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Energetic and personable, well-suited for roles requiring strong customer interaction and relationship building. Understanding of sales principles and customer service techniques, combined with effective communication and organizational skills. Focused on driving positive customer experiences and achieving sales targets.
Overview
30
30
years of professional experience
1
1
Certification
Work History
HORSE SHOW SECRETARY/STABLING COORDINATOR
HITS, INC
05.2022 - 12.2024
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Utilized advanced software programs for stabling assignments and tasks that increased accuracy while minimizing errors.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Provided comprehensive support to new staff, facilitating faster integration into team.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Seasonal Retail Sales and Call Center
LL Bean Co.
09.2018 - 12.2020
- Trained in all aspects of sales floor and retail call center.
- Was promoted to Customer Service 2 after only one month; handled elevated calls with creative problem solving and deescalation methods.
- Solved customer problems related to returns and re-orders both in-person and by phone with other stores throughout the US.
- Worked as a Stock Floor Captain in charge of resupplying the entire men’s department during the holiday shopping season.
- Worked on the sales floor and cash register assisting customers with purchases, returns, and online ordering.
- Collaborated with cross-functional teams to ensure seamless transitions during the post-sales phase for customers.
- Established professional relationships with clients and call center team members to boost trust, rapport and reliability.
- Identified new opportunities for upselling by staying informed of the latest industry trends and product offerings.
Call Center Associate
New York State Department of Health
09.2017 - 03.2018
- Trained in all aspects of NYS Health Marketplace.
- Worked with clients to choose and manage health insurance while adhering to all HIPPA laws.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided expert assistance to callers, efficiently navigating internal systems to address inquiries accurately.
- Demonstrated empathy towards customers facing challenges, offering tailored solutions that met their unique needs.
- Managed high-volume inbound calls, maintaining composure and professionalism under pressure.
- Utilized advanced problem-solving skills to address caller concerns effectively while adhering to company guidelines.
- Participated in regular team meetings to stay informed on company updates and share insights with colleagues.
Administrative Assistant
Scott & Barbieri Family Funeral Homes
05.2004 - 03.2017
- Trained in all aspects of funeral service support
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Problem-solved with insurance companies, estate attorneys, various County Surrogate Courts and County Social Service offices to help families with bill payments.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Collaborated on special projects as assigned by leadership, maintaining a high level of discretion.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Created and provided all memorial packaging including DVD’s for families and meeting tight deadlines.
- Trained extensively with billing and account receivables
- Implemented new CRM system to track client interactions, improving response times and client satisfaction and training all employees.
- Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
- Addressed IT issues by coordinating with tech support, minimizing downtime while maintaining operational efficiency.
- Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
Choral Conductor
Saratoga Springs United Methodist Church
08.2004 - 06.2015
- Director of Children’s Choir for three years.
- Director of Joyful Hope Choir for eight years.
- Served as Department Chair 2014-2015 and lead planning, rehearsal schedule, and performances for all 5 choirs for the Liturgical Season.
- Multitasked with accompanists, soloists and choir members.
- Prepared and administered budgets to maintain operations within acceptable limits.
- Demonstrated singing techniques, teaching applicable music theory and explaining significance of pieces to children and adults.
- Nurtured partnerships with professional musicians who served as guest artists or clinicians, providing unique learning experiences for choir members.
- Enhanced choral performances by selecting diverse and challenging repertoire for various ensembles.
Director of Admissions
Westminster Choir College
06.1995 - 04.1999
- Oversaw all aspects of the Undergraduate and Masters degree admissions process.
- Traveled throughout USA and Asia for student recruitment.
- Regular presenter to Board of Directors.
- Served on Deans’ Committee to oversee the entire student college experience.
- Served as primary contact for coordination of application screening and tracking, visit, audition, and interview arrangement and marketing communications.
- Conducted regular evaluation of admission policies and procedures, making necessary adjustments to maintain alignment with institutional objectives.
- Increased enrollment rates by developing and implementing strategic recruitment initiatives.
- Served as a liaison between prospective students, families, faculty, and administration throughout the admissions process, facilitating seamless communication among all parties involved.
- Mentored and provided professional development opportunities for admission staff, leading to enhanced performance and personal growth within the team..
- Organized successful campus events such as open houses, information sessions, and audition days, to showcase what the institution has to offer its students academically and socially.
- Coordinated efforts with financial aid office to provide comprehensive assistance and guidance for applicants seeking funding opportunities.
- Collaborated with marketing teams to create compelling promotional materials that showcased the unique qualities of the institution.
- Utilized advanced CRM software solutions to manage prospect inquiries efficiently, leading to increased conversion rates from inquiry-to-application stage.
- Maintained thorough knowledge of industry trends and legislative changes affecting higher education admission policies, ensuring compliance at all times.
- Oversaw budget management for the admissions department, utilizing resources effectively while maintaining fiscal responsibility.
Education
Masters in Choral Conducting - Choral Conducting
Hartt School of Music
West Hartford, CT01.1993
Bachelor of Arts - Music, Speech Communication and Theater
Albion College
Albion06-1987
Skills
- Proven Multitasker who works independently or within a team environment
- Innovative problem solver with a great sense of humor
- Proficient in Microsoft Office
- Proficient with Zoom and GoToMeeting
- Google Docs
- Multi-screen workstations
- Distraction-Free home office
- Verbal and written communication
- Office administration
- Customer service
- Schedule management
- Multi-line phone systems
- Database maintenance
Certification
- CLIA – Cruise Lines International Association
- ASTA – American Society Travel Agents
- TAEC – Travel Agent Education Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Work-life balanceCompany CultureWork from home optionFlexible work hoursPaid time offInterests
Travel
Accomplishments
- Collaborated with team of 25 in the development and launch of the NYS Department of Health's new EDRS system statewide. (On-line Death Certificates)
- Used Microsoft Excel to design full Barn Maps with data to track over 2,000 horses on show property.
- Supervised team of 10 full and part-time staff members as Director of Admissions.
- Small Business Owner: Epic Travel, LLC
- Back-up chorus singer for Judy Collins, Sarah Brightman, and Andrea Bocelli.
Websites
Quote
"We don't stop playing because we grow old; we grow old because we stop playing,"
George Bernard Shaw
Languages
English
Full Professional
Timeline
HORSE SHOW SECRETARY/STABLING COORDINATOR
HITS, INC
05.2022 - 12.2024
Seasonal Retail Sales and Call Center
LL Bean Co.
09.2018 - 12.2020
Call Center Associate
New York State Department of Health
09.2017 - 03.2018
Choral Conductor
Saratoga Springs United Methodist Church
08.2004 - 06.2015
Administrative Assistant
Scott & Barbieri Family Funeral Homes
05.2004 - 03.2017
Director of Admissions
Westminster Choir College
06.1995 - 04.1999
- Travel Advisor Certifications including ASTA and CLIA.
Masters in Choral Conducting - Choral Conducting
Hartt School of Music
Bachelor of Arts - Music, Speech Communication and Theater
Albion College
Similar Profiles
Brandon SuarezBrandon Suarez
PLAY BY PLAY ANNOUNCER & SWITCH BOARD OPERATOR at 102.3 F.M. THE COYOTE & 93.5 F.M. SUPER HITSPLAY BY PLAY ANNOUNCER & SWITCH BOARD OPERATOR at 102.3 F.M. THE COYOTE & 93.5 F.M. SUPER HITS
Marilyn FarmerMarilyn Farmer
Director, HR & Onsite Management at 5i Solutions Inc. (HITS)Director, HR & Onsite Management at 5i Solutions Inc. (HITS)
HEMANT KUMARHEMANT KUMAR
Sr. Manager at Castle Media Pvt Ltd (NXT Digital HITS)Sr. Manager at Castle Media Pvt Ltd (NXT Digital HITS)