Natasha Rafferty
Seal Beach
Summary
Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 18 years of performance. Skilled at drafting reports and business correspondence, managing teams and updating tracking spreadsheets and reports. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths.
Overview
15
15
years of professional experience
Work History
Administrative Assistant
Animal Dermatology Group
03.2023 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- 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.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Contributed to policy updates, researching regulations to ensure company compliance.
- Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
Executive Veterinary Administrative Manager
German Shepherd Rescue Orange County
01.2018 - 01.2023
- Oversee the preparation of grants for the organization, planning of benefits and galas, and processing of all veterinary bills for6+ hospitals with a focus on delivering exceptional care and experience
- Serve as a liaison to the veterinary community, including Veterinarian's and all client staff to ensure consistency
- Coordinate, organize, and schedule travel arrangements and appointments for160+ dogs per month to ensure seamless operations
- Manage and execute administrative tasks for the non-profit rescue, while ensuring compliance with defined procedures
- Reduced veterinary costs by 15% in 2021 through strategic planning and execution to support the fostering of dogs in 2021 after Covid
- Recognized for raising funding over $20K annually for the organization by developing and implementing strategic campaigns
- Drove business success by developing and implementing innovative policies and procedures.
- Directed cross-functional teams to achieve strategic objectives, delivering measurable organizational growth.
Hospital Manager
Norco Animal Hospital
01.2015 - 01.2018
- Managed end-to-end operations and service delivery of the hospital, including four doctors and30 employees, while ensuring compliance with regulatory protocols and organizational practices
- Coordinated interviews, selection, and hiring of new staff members to deliver top-tiered care and service
- Optimized workflow by overhauling inventory from paper copies to electronic purchase orders via Cornerstone
- Formulated and implemented effective marketing plans and strategies to increase sales and profitability
- Served as a hospital liaison at monthly VHMA manager meetings and represented a positive image of the hospital
- Evaluated employee performance regularly, providing constructive feedback to support growth and skill development within the organization.
- Reviewed work procedures and operational problems to determine ways to improve service, performance and safety.
- Directed, supervised and evaluated work activities of 45 team members- medical, nursing, technical, clerical and maintenance team.
Client Care Manager
Access Specialty Animal Hospital
01.2013 - 01.2015
- Built and headed a team of15 to20 staff members to deliver exceptional outcomes and results
- Led the selection, recruitment, and onboarding of high-performing personnel to meet organizational needs
- Spearheaded and executed a strategic initiative to successfully open two additional hospitals
- Built staff capacity, enhanced skills, and maximized potential by providing training, guidance, and assistance
- Increased employee engagement, retention, and satisfaction by establishing and promoting a positive work environment
- Collaborated with the administration to create a financial structure to reduce payroll and increase profitability
- Drove hospital-wide efficiencies and effectiveness through the rollout of the new enterprise software solution for sales reporting
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Customer Service Representative
Westlake Village Animal Hospital/Barkley Pet Hotel
01.2010 - 01.2013
- Increased customer satisfaction and retention by delivering exceptional experience and service, while responding to an average of100 calls on a daily basis in a highly professional and courteous manner
- Planned, conducted, and coordinated weekly meetings with doctors to provide operational status and reports of the front office
- Received, processed, and completed orders from current customers with a focus on meeting and exceeding expectations
- Managed hospital opening and closing as the office key-holder, while addressing staff concerns, complaints, and issues
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Animal Science
California State Polytechnic University
Pomona, CA01.2007
Skills
- Process Enhancement
- Team Leadership & Support
- Staff Training & Development
- Cross-functional Collaboration
- Inventory Management
- Documentation & Reporting
- Informed Decision-making
- Customer Service
- Administrative support
- Time Management
- Customer Relations
- Critical Thinking
Accomplishments
- Managed inventory and office budgeting for supplies for busy office of employees.
- Coordinated weekly project team meetings and drafted agendas to increase meeting efficiency.
- Policy Development - Developed and implemented employee manual outlining all proper business procedures and office policies.
- Event Planning - Successfully planned and executed corporate meetings, lunches and special events for groups of 100+ employees.
Affiliations
- Veterinary Hospital Manager Association
- Orange County Hospital Manager Association
- Southern California Veterinary Medical Association
Timeline
Administrative Assistant
Animal Dermatology Group
03.2023 - Current
Executive Veterinary Administrative Manager
German Shepherd Rescue Orange County
01.2018 - 01.2023
Hospital Manager
Norco Animal Hospital
01.2015 - 01.2018
Client Care Manager
Access Specialty Animal Hospital
01.2013 - 01.2015
Customer Service Representative
Westlake Village Animal Hospital/Barkley Pet Hotel
01.2010 - 01.2013
Bachelor of Science - Animal Science
California State Polytechnic University
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