Natalie Kooy
3322 CR 1020 Lampasas,TX
Summary
A dedicated and empathetic employee offering exceptional customer experience. Committed to obtaining the highest level of customer satisfaction by ensuring regulatory compliance and adherence to practice standards. Excellent communication and interpersonal skills with clients and other business professionals. Skilled collaborator with a wonderful aptitude for learning any skill set needed to produce a job well done. Versatile and adept at managing multiple projects and personnel with ease. Expert time management methods and skill abilities. Bringing 22 years of experience in business settings. Professional and well-grounded office team member with superior clerical skills and expertise. Successful at satisfying customer needs while meeting and exceeding business objectives. Smoothly handles all types of administrative tasks, including coordinating mail, records and travel arrangements.
Overview
17
17
years of professional experience
Work History
Assistant Store Manager
Tractor Supply
Lampasas, TX
2021.08 - Current
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Prevented store losses using awareness and attention to detail to detect gaps for corrective action.
- Trained employees with knowledge to serve customers and deliver exceptional experiences daily.
- Coached other employees in customer service strategies and successful selling techniques.
- Trained team on procedures and sales tactics to reach daily sales goals and promote superior guest experiences.
- Maintained physical appearance of store with continuous attention to areas such as entryways and restrooms.
- Implemented new pricing for special promotions and clearance items, retagged merchandise and changed signage.
- Improved customer retention and loyalty by strengthening relationships.
- Achieved key sales and service targets regularly.
- Participated in team meetings and provided input regarding product development initiatives.
- Greeted customers, responded to inquiries and provided information on products and services.
- Monitored customer trends to identify areas of improvement in customer satisfaction levels.
- Trained new staff members on company policies, procedures and operational protocols.
- Managed daily activities of retail associates while ensuring adherence to company standards.
- Analyzed customer feedback surveys to identify opportunities for improving customer service experience.
- Stocked and cleaned shelves while maintaining neat and orderly store.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Calculated pricing, applied discounts and collected payments to process transactions.
- Managed day-to-day operations including scheduling shifts, assigning tasks.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Supervised cash handling processes to ensure accuracy of transactions.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Provided training to new employees on company policies and procedures.
- Maintained a safe working environment by enforcing safety regulations.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
Office Manager
Christy's Cleaning and Team lead
Lampasas, TX
2019.07 - 2021.07
- Maintain and process all client payments in QuickBooks, add and remove clients from spreadsheets, add and remove employees from personnel files, created business pamphlets to garner business for the company as well as networking for new clients and new employees.
- Correspondence by phone and email with business clients and overlooking contracts.
- Filing and documenting contracts.
- Maintained working relationships with clients and provided courtesy calls and texts with clients if a job was scheduled with them for the next day.
- Organized employee folders with reviews, W-9, running weekly payroll, documenting hours worked by employees.
- Organized and maintained all working calendars throughout the company.
- Excelled with time management skills to perform cleaning services for post-construction, move in and move out, make ready, business cleaning, and residential cleaning while executing perfection and minimizing costs to the company.
- Supervised staff members, organized schedules and delegated tasks.
- Maintained filing system for records, correspondence and other documents.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Provided administrative support to management team including preparing reports and presentations.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Processed payroll accurately ensuring all employees were paid on time.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Provided training to new hires on policies and procedures.
Optometrist Assistant/Crew Trainer
Lampasas Eye Care
Lampasas, TX
2018.10 - 2019.03
- Performed all routine eye tests and notated test results within the system, perform multiple tests based on the reason for an appointment. Conducted patient interviews to gather health history, pre eye exam tests, and information about current medical issues. Update all patient folders with pertinent paperwork and schedule follow up appointments if necessary.
- Ordered and filled contact lenses both prescription and trial orders. Entering new merchandise into the filing system and printing new serial number tags for each new pair of glasses.
- Reading prescriptions once glasses were finished and ready for patients to make sure they matched ordered prescriptions by a doctor.
- Selling glasses based on patients' needs and adding add ons and verifying insurance with what a patient would have to pay upfront for prescription on glasses.
- Assisting patients with the correct insertion of contact lenses and educating new patients on guidelines of correctly caring and wearing of contacts.
- Scanning all paperwork for patients, updating patient charts and filing all paperwork appropriately into correct files.
- Experienced in front and back offices, controlling patient flow, collecting payments, answering multiline phone systems, scheduling appointments, greeting patients and ordering supplies.
- Prepared treatment rooms for patients, including cleaning surfaces and restocking supplies.
- Assisted optometrists in examining patients, including providing preliminary patient screenings and taking patient medical histories.
- Performed administrative duties such as scheduling appointments and maintaining patient records.
- Measured patients' visual acuity, depth perception, color vision, peripheral vision and eye muscle coordination.
- Explained how to properly insert, remove and care for contact lenses.
- Instructed patients on the proper use of eyeglasses and contact lenses.
- Ordered optical supplies, maintained inventory levels and restocked shelves as needed.
- Reviewed patient charts prior to examinations to ensure accuracy of information.
- Cleaned and sterilized instruments used during exams or procedures according to established protocols.
- Greeted patients upon arrival at the office and provided them with the necessary forms to complete their visit.
- Verified insurance coverage and collected payments from patients or other third-party payers.
- Maintained a clean work environment by wiping down equipment between uses, disposing of biohazardous materials in accordance with safety standards.
- Prepared exam rooms for upcoming visits by stocking shelves with necessary supplies and ensuring that all equipment is functioning properly.
- Communicated effectively with optometrists regarding patient needs or concerns.
- Educated patients about eye health topics such as nutrition, hygiene, lifestyle habits and disease prevention.
Portfolio Specialist- Team Trainer
Mercedes Benz Financial Services
Copperas Cove, TX
2017.10 - 2018.03
- Processing payments and extensions and deferments if necessary to make sure clients' portfolios were financially settled. Moving payment dates and setting follow up calls to make sure clients' needs were met.
- Contact past due clients as necessary and make any necessary arrangements to help correct financial portfolios.
- Managing several client accounts with follow up calls to make sure all changes were done on accounts as processed and achieving lasting relationships with clients to maintain proper portfolio goals.
- Trained new agents on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
- Achievements within Mercedes: Customer One Award, Clients asking to speak with supervisors to share compliments of my strong customer service skills and empathy.
- Maintained accurate records of all transactions within the portfolio management system.
- Managed multiple accounts simultaneously while ensuring that each account received individualized attention.
- Provided customer service to clients through phone and email communication.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Processed payments from customers by cash, check or credit cards accurately according to company guidelines.
Field Force Officer-Supervisor
Texas Department Of Criminal Justice
Gatesville, TX
2008.09 - 2017.08
- Maintained custody and control of all offenders assigned to me.
- Properly conducted count procedures and accountability of all offenders and tools while working, during and after turnout, and maintaining accurate inventory procedures and organizing paperwork.
- Switchboard operator maintaining all phone lines and properly routing calls to appropriate entities, any office or clerical duties as assigned.
- Supervising and training offenders and officers new to the field on field procedures and regulations, as well as training new building officers. Adherence to all safety training for the month as well as maintaining all paperwork and offender working gear was in order.
- Organizing offenders on my line and making sure time management was adhered to complete productivity.
- Maintained accountability of all offenders and work procedure while turned in and out of the field.
- Correspondence maintained regarding field force activities and productivity for the day
- Conducted investigations and arranging paperwork for files, daily building counts and unit counts, and daily shift briefings.
- Ability to work any duty post assigned regardless of nature.
- Monitored all operations for potential security risks and threats.
- Provided guidance to team members on how to effectively complete tasks within established timelines.
- Responded to emergency situations by dispatching appropriate personnel.
- Managed training programs
- Assisted in developing organizational structures that optimized job responsibilities.
- Prepared detailed written reports articulating and detailing specific facts based on eyewitness accounts.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Ensured the safety of personnel, equipment, and materials through the enforcement of safety protocols.
- Drafted reports outlining findings from investigations and recommending corrective action.
Education
High School Diploma -
Gatesville High School
Gatesville, TX05.2001
Some College (No Degree) - Business Management
Central Texas College
Killeen, TXSkills
- Customer service professional
- Organizational skills
- Data entry
- Time management
- Travel coordination
- Expert in Word, Excel, Spreadsheets
- Answering inbound and outbound calls
- Accounts payable and receivable
- Motivational leadership style
- Rule enforcement and staff supervision
- Law enforcement collaboration
- Staff Motivation And Discipline
- Staff Management
- Recruiting And Interviewing
- Office Correspondence
Timeline
Assistant Store Manager
Tractor Supply
2021.08 - Current
Office Manager
Christy's Cleaning and Team lead
2019.07 - 2021.07
Optometrist Assistant/Crew Trainer
Lampasas Eye Care
2018.10 - 2019.03
Portfolio Specialist- Team Trainer
Mercedes Benz Financial Services
2017.10 - 2018.03
Field Force Officer-Supervisor
Texas Department Of Criminal Justice
2008.09 - 2017.08
High School Diploma -
Gatesville High School
Some College (No Degree) - Business Management
Central Texas College