Heather Storck
Whitehouse,TX
Summary
Continuing to grow and deliver exceptional service to customers in the fields of medical, software and technical support, and sales. Over 20+ years of experience in customer service, sales support, and management. Seeking to elevate my skill set to a higher proficiency. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
18
18
years of professional experience
1
1
Certification
Work History
CSR - Customer Service Representative/ Sales
Milan Laser
Tyler, TX
08.2022 - Current
- Customer Service and Sales support with upsells
- Making goals of about 150k of new sales and 25k of upsells per month
- Live chat/ phone and over 188 - 5 star support reviews.
Optician
EYEGLASS WORLD
Tyler, TX
02.2022 - 08.2022
- Styling clients, reading Rx and asking questions to determine their needs for glasses
- Pulling insurance and sales.
Clinic Manager/ Veterinary Assistant/ Front
Value Vet Animal Clinic
Everett, WA
03.2015 - 01.2020
- Clinic Manager Responsibilities: Maintaining medical records for patients, Project manager and Quality Assurance within a paperless environment, offering computer support, networking, and technical information
- Vendors and Suppliers Accounting; Payroll; Accounts & Receivable; Maintaining and sending Billing Statements & Payment Plans; Follow through with Collections; Maintaining and Balancing Petty Cash; Inventory management; OSHA Compliance and Training, Creating and follow through on Policies and Guidelines, Created and maintained Company Handbook; Create Client Handouts; employee candidate interviews, termination, maintains human resource training and bylaws; 6 month employee reviews
- Front Office Support: Coordinating Doctor/ Patients Schedules, walk through procedures with clients, Complete all email and fax request, Create bi monthly schedule, Support and train the veterinary doctor team, organize staff activities, plan and lead team meetings.
Daycare and Kennel Attendant/ Tech/ Lead
The Whole Pup
Edmonds, WA
05.2014 - 04.2015
- Charge of group day care and play environment with Large and Small Dogs while managing dog behavior and pack behavior
- Charge of nutrition and medication as needed with established scheduled
- Maintaining the cleanliness of the kennels and daycare rooms constantly, constant vigilance in being aware of dogs and 'messes'
- Helped assist and train new hires and reestablish core values for our older employees.
Freelance Dog Trainer and Pet sitter (Volunteering)
Self employed
Mill Creek, WA
01.2012 - 12.2014
- Dog & Cat Sitter and positive reinforcement trainer
- Volunteer @ Gentle Paws Puppy P.E
- Dog & Cat Sitting for my local neighborhood
- Foster and volunteer for Lost Dog & Cat services, including to but not limited to night hiking, checking traps and bait, first aid, microchip scanning, locating and reuniting lost pets with distraught owners
- Home Business during career change.
Microsoft Representative
Zones, Inc
Redmond, WA
10.2008 - 02.2014
- Microsoft Solution Specialist
- Worked as an 'overlay' or direct seller in complex matrix-style selling environment
- Lead the conference calls with the clients as the primary seller, focusing on deal strategy and win theme, proposal structure, and assembling the winning team
- Advised customer decision makers on how to best realize the value of the Microsoft application platform investments through innovation, implementation and productive use
- Given Employee of the Year award for 2 years in a row
- Created Excel spreadsheets outlining payment outlines for the corporations in accordance to Microsoft Licensing Payment guides.
Microsoft Certified Enterprise Support Specialist
Microsoft Corporation
Everett, WA
05.2006 - 09.2008
- Partnered with Help Desk staff to apply quality support for customers with Exchange, SQL and Microsoft Servers
- Ensured client technologies are monitored and are in compliance with their ever changing business need and licensing structures
- Managed user accounts, permissions, emails, antivirus and antispam
- Overall accountability to ensure that proper cash controls and loss prevention procedures are in place and followed per company standards
- Developed and maintained a territory plan for Microsoft Solution Specialists
- Navigate and become 'warm contact' for customer during the entire sales process from lead to contact signature.
Education
Associates in Business & Accounting -
Bellevue Community College
01.2003
High school diploma -
Skills
- Computer Skills
- Inventory
- Outlook
- Customer Service Skills
- Medical Terminology
- Receptionist
- Training
- CSR
- Customer Care
- Call Center
- Customer Service
- Customer Support
- Avimark
- Microsoft Office
- Database Administration
- Excel
- Veterinary Assistant
- Office Management
- Practice Management
- Accounting
- Human Resources
- Hiring
- Microsoft Excel
- Computer operation
- Front desk
- English
- Upselling
- Medical office experience
- Analysis skills
- Veterinary technician experience
- Time management
- Word processing
- Microsoft Word
- Typing
- Software testing
- Bookkeeping
- Supervising experience
- Documentation review
- Windows
- Writing skills
- Communication skills
- Editing
- Microsoft Powerpoint
- Proofreading
- Leadership
- Veterinary experience
- Management
- Medical records
- Google Suite
- Retail sales
- Customer service
- Store management
- Technical support
- Computer hardware
- Office management
- Interviewing
- Microsoft Access
- Software troubleshooting
- Account management
- Merchandising
- Live chat
- Clerical experience
- Records management
- Conflict management
- Relational databases
- Customer relationship management
- Accounts payable
- Database administration
- Payroll
- Research
- Relationship management
- Account reconciliation
- Computer skills
- Computer literacy
- 10 key typing
- Tax experience
- Sales
- Financial auditing
- Google Docs
- CRM software
- QuickBooks
- Data entry
- SharePoint
- Power BI
- Databases
- General ledger accounting
- Balance sheet reconciliation
- Sales management
- Calendar management
- Office experience
- Human resources
- Direct sales
- General ledger reconciliation
- Risk management
- Mentoring
- Microsoft Outlook Calendar
- Insurance verification
- Organizational skills
- Team management
- Cash handling
- Project coordination
- Administrative experience
- Budgeting
- Phone etiquette
- Accounts receivable
Certification
- First Aid Certification
- MCSE
- CPR Certification
- HRCI cert
Assessments
- Attention to detail, Proficient, 05/01/22, Identifying differences in materials, following instructions, and detecting details among distracting information
- Work style: Reliability, Proficient, 10/01/21, Tendency to be reliable, dependable, and act with integrity at work
- Office manager, Proficient, 02/01/24, Scheduling and budgeting
- Customer service, Proficient, 09/01/23, Identifying and resolving common customer issues
- Customer focus & orientation, Proficient, 09/01/21, Responding to customer situations with sensitivity
- Recruiting, Proficient, 04/01/24, Managing the candidate sourcing and selection process
- Retail customer service, Proficient, 09/01/23, Responding to customer situations in a retail setting
- Bookkeeping, Proficient, 11/01/21, Calculating and determining the accuracy of financial data
Timeline
CSR - Customer Service Representative/ Sales
Milan Laser
08.2022 - Current
Optician
EYEGLASS WORLD
02.2022 - 08.2022
Clinic Manager/ Veterinary Assistant/ Front
Value Vet Animal Clinic
03.2015 - 01.2020
Daycare and Kennel Attendant/ Tech/ Lead
The Whole Pup
05.2014 - 04.2015
Freelance Dog Trainer and Pet sitter (Volunteering)
Self employed
01.2012 - 12.2014
Microsoft Representative
Zones, Inc
10.2008 - 02.2014
Microsoft Certified Enterprise Support Specialist
Microsoft Corporation
05.2006 - 09.2008
Associates in Business & Accounting -
Bellevue Community College
High school diploma -
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