Heather B. Rockel
Office Administrator
Laveen,AZ
Summary
Personable Office Administrator with 11 years of experience prioritizing multiple tasks requiring prompt solutions. Talented problem-solver managing workloads while greeting visitors, answering incoming phone calls and fulfilling staff members' requests. Professional and welcoming in creating upbeat work environment. Superb communication skills and energetic attitude that really drive a team to success with a passion for customer service success within dynamic retail industry. Known for quickly creating an environment where all people feel like a team and supported.
Overview
26
26
years of professional experience
1
1
year of post-secondary education
Work History
Store Manager
Starbucks
Laveen, AZ
09.2020 - Current
- Responsible for processing punch communications of partners, processing payroll, writing schedules, approving time off, and approving changes in partner availability.
- Built an open communication culture and a cooperative working environment to facilitate positive employee
morale, increase efficiency, and drive continuous performance improvement. - Played an instrumental role in community service initiatives by contributing in community service events,
inspiring colleagues to give back to community, and encouraging to participate regularly. - Managed inventory control, cash control and store opening and closing procedures.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Facilitator
Army Community Services, Army, Action Plan
09.2009 - Current
- Taught weekly classes to families and Soldiers on various military and civilian topics to include; military customs, outreach programs, and personal growth steps., Responsible for overseeing, tasking, and coordinating 10 small decision groups focusing on resolving financial issues and improvement of life steps for US Army Soldiers and their families.
Patient Advocate
Get Well Now
Mesa, AZ
01.2021 - 02.2021
- Coordinated communication between patients, family members, medical professionals, administrative staff, and insurance companies to ensure that patients are receiving the best possible healthcare services
- On a typical day, was responsible for interviewing patients, identifying care problems, making referrals to appropriate healthcare services, directing patient inquiries or complaints, facilitating satisfactory resolutions, explaining policies to patients, assisting patients with choosing doctors, discussing treatment options, and keeping track of prescriptions
- Provided testing for covid, strep, and other routine testing for patients
- Managed monies and kept patient profiles update
- 360 Leaders Course
Office Administrator
Hrs/Week
Vicenza
02.2019 - 03.2019
- Provided administratively support to include synchronization of class schedule, travel reports, personnel and instructor information, resource status reports, training courses of action, briefs, and other data as required for the course
- Complied and provided situational reports daily to the company CEO on status of students, instructors, and course feedback
- Managed and inputted all required student and staff content into the information database
- Responsible for managing supplies and materials for the course while planning daily staff synchronization meetings
- Coordinated with the local U.S
- Army Garrison Community and Readiness Resiliency Integrator and United States Army Africa staff daily to ensure all policies and standards were adhered to.
Family Readiness Group Leader
Army Community Services
Vicenza
04.2019 - 12.2019
- Served as the primary civilian liaison between the 509th Signal Battalion command and over a 1000 families and soldiers at Caserma Ederle, Vicenza, Italy
- Responsible for coordinating and planning fundraising events and team building steps
- Oversaw the distribution, tracking, and record keeping of unit funds and monies
- Supports the commander's family readiness goals
- Provides overall leadership of the FRG
- Recruits other volunteers to serve on FRG committee
- Delegates FRG responsibilities to selected volunteers as committee chairpersons, or presides over their elections
- Served as a member of the brigade steering committee
- Identifies needs or unique problems of unit families
- Acts as unit FRG spokesperson for communicating family members' concerns and ideas to the Brigade commander
- Prepares meeting agendas, facilitates meetings, oversees the production and distribution of the FRG newsletter and is responsible for preparing reports submitted to State Family Program Director (SFPD)
- Responsible for seeing that copies of all correspondence, minutes, agendas, financial records etc
- Are kept in FRG binder and unit Family Readiness Binders
- Seeks commanders guidance concerning all events, activities and fundraisers
- Ensures that all phone tree records are kept up-to- date
Actress and Costume Designer
Caserma Ederle MWR Soldiers’ Theatre
Vicenza
01.2018 - 01.2020
- Developed and maintained my skills in all aspects of the performing arts, while providing the community with a wide variety of high quality live performances
- Costume Manager for multiple shows and nominated across European Military Theatres for best costume design for a show.
Family Readiness Group Leader
Army Community Services, Camp
Okinawa
09.2009 - 07.2014
- Served as the primary civilian liaison between an Army battalion command and over 40 families
- Responsible for coordinating and planning fundraising events and team building steps
- Oversaw the distribution, tracking, and record keeping of unit funds and monies.
Financial Readiness Volunteer, Instructor
Army Community Services
Okinawa
06.2010 - 12.2011
- Instructed weekly classes for military families focusing on budgeting, balancing accounts, investment options, and financial services and advice
- Army Community Services- Army Family Team Building
Virtual Customer Service Rep
Amazon, Hrs/Week
Colorado Springs, Colorado
01.2016 - 01.2017
- Responsible for being the first level of interaction with customers calling into Amazon
- Handled questions or concerns over missing, broken, unwanted items
- Issued refunds, tracked and handle missing packages
- Requirements for the job included extensive computer skills and proficiency in Microsoft Office, email and virtual communication technologies.
Family Team Building Program Manager
Army Community Services, Camp Humphreys
04.2013 - 12.2013
- Managed and supervised 10 volunteer instructors on a daily basis
- Created and maintained volunteer records and responsible for the development and implementation of training and class schedules while promoting classes to empower Soldiers and their families to increase personal and professional growth and development
- Served as the primary instructor and mentor for certifying volunteer instructors prior to instructor implementation
- Responsible for the coordination of yearly audits on all records and instructional material.
Food Services Intern
Walt Disney World
Orlando, Florida
01.2003
- Worked in a fast-paced environment at counter Pecos Bill Tall Tale Inn and Cafe
- Responsible for taking orders, operating a point-of-sale system (POS register), cash handling, fulfilling orders, food preparation, bussing, general cleaning, stocking items, keeping inventory and serving an assortment of food and hot and cold beverages, including Starbucks espresso and specialty beverages
- Also interact with Guests every day by sharing information, answering questions and providing great Guest service to keep them excited about the theme park
- Actively listening and communicating with visitors to make sure their needs were met and their business felt appreciated.
Education
Certificate of Pasty Arts -
Cochise College
Associates Degree - Psychology
University of Phoenix
01.2010 - 01.2011
HIPPA Certified - undefined
Skills
Team leadership and coaching
Maximizing profitability
Relationship building and management
Staff training and development
Customer Relations
Staff Management
Office management
Scheduling
Event Coordination
Project Management
Budgeting
Strategic planning
Travel coordination
Administrative support
Expense reporting
Time management
Additional Information
- Awards and Recognition , President's Volunteer Service Award - Gold Signal Regiment Bronze Order of Wahatchee Multiple Certificates of Appreciation Excellence in Army Recreation - Friends of Recreation
Timeline
Patient Advocate
Get Well Now
01.2021 - 02.2021
Store Manager
Starbucks
09.2020 - Current
Family Readiness Group Leader
Army Community Services
04.2019 - 12.2019
Office Administrator
Hrs/Week
02.2019 - 03.2019
Actress and Costume Designer
Caserma Ederle MWR Soldiers’ Theatre
01.2018 - 01.2020
Virtual Customer Service Rep
Amazon, Hrs/Week
01.2016 - 01.2017
Family Team Building Program Manager
Army Community Services, Camp Humphreys
04.2013 - 12.2013
Financial Readiness Volunteer, Instructor
Army Community Services
06.2010 - 12.2011
Associates Degree - Psychology
University of Phoenix
01.2010 - 01.2011
Facilitator
Army Community Services, Army, Action Plan
09.2009 - Current
Family Readiness Group Leader
Army Community Services, Camp
09.2009 - 07.2014
Food Services Intern
Walt Disney World
01.2003
Certificate of Pasty Arts -
Cochise College