Natasha Caplan
Burlington,ON
Summary
Accomplished Practice Manager with a proven track record at Headon Forest Animal Hospital, adept in staff and workflow management. Excelled in strategic planning and critical thinking, significantly enhancing team performance and practice operations. Skilled in fostering staff development and implementing effective practice management strategies, demonstrating exceptional leadership and empathy.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Practice Manager
Headon Forest Animal Hospital
03.2011 - Current
- Started as a Client care representative, and palliative care and bereavement support. Became the practice manager in 2022.
- Demonstrated empathy while effectively addressing patient issues.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Built a strong, compassionate and hardworking team. Helping to find strengths in employees and guiding them to excel.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance. Which includes weekly staff meetings and regular check ins.
- Organized and managed renovations along with support office in expanding the practice.
- Responsible for hiring, organizing mentorship, setting clear performance expectations and if necessary termination of employment.
Client Care Representative
Pet Vet- Lakeshore
09.2008 - 01.2011
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Reduced average call handling time with effective problem-solving strategies.
- Participated in regular team meetings to discuss performance metrics, share best practices, and brainstorm solutions to common challenges.
- Delivered exceptional service by promptly responding to client inquiries through phone, and email.
Assistant Manager
The Body Shop, Store
06.2007 - 01.2008
- Supervised day-to-day operations to meet performance, quality and service expectations at The Body Shops flagship store.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Cosmetic Counter Manager
Lancôme, Sears
11.2006 - 06.2007
- Managed difficult or delicate customer interactions with politeness and professionalism, reaching resolutions promptly and according to store policies.
- Gathered and analyzed sales and performance data to set and strategize on departmental goals.
- Conducted regular performance reviews for staff members, identifying areas for improvement and implementing appropriate coaching.
Cosmetic Beauty Advisor
Estée Lauder
03.2006 - 11.2006
- Stayed up-to-date on industry trends and product knowledge by attending regular training sessions and workshops.
- Helped achieve monthly sales goals by consistently meeting or exceeding personal targets set by management.
- Developed strong relationships with clients through attentive listening, empathy, and genuine care for their beauty concerns.
- Provided a safe and hygienic environment for clients by consistently sanitizing tools, surfaces, and products according to industry standards.
Cashier/ Sales Associate
PJ’s Pets
12.2004 - 03.2006
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Assistant Manager
Boathouse
01.2002 - 01.2005
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Sales Associate
Dalmy’s
09.2000 - 01.2002
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Certificate - Death, Dying, Grief And Bereavement
Mohawk College of Applied Arts And Technology
Hamilton, ON08.2021
Diploma - Cosmetic Techniques And Management
Sheridan College Institute of Technology And Advanced Learning
Oakville, ON04.2006
Skills
- Schedule management
- Staff management
- Practice management
- Workflow management
- Employee performance
- Strategic planning
- Staff development
- Workflow planning
- Critical thinking
Languages
English
Certification
Fear Free Certified Professional
Timeline
Practice Manager
Headon Forest Animal Hospital
03.2011 - Current
Client Care Representative
Pet Vet- Lakeshore
09.2008 - 01.2011
Assistant Manager
The Body Shop, Store
06.2007 - 01.2008
Cosmetic Counter Manager
Lancôme, Sears
11.2006 - 06.2007
Cosmetic Beauty Advisor
Estée Lauder
03.2006 - 11.2006
Cashier/ Sales Associate
PJ’s Pets
12.2004 - 03.2006
Assistant Manager
Boathouse
01.2002 - 01.2005
Sales Associate
Dalmy’s
09.2000 - 01.2002
Fear Free Certified Professional
Certificate - Death, Dying, Grief And Bereavement
Mohawk College of Applied Arts And Technology
Diploma - Cosmetic Techniques And Management
Sheridan College Institute of Technology And Advanced Learning
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