Kalay Kotasek
Minneapolis,MN
Summary
Offering strong background in customer service and administrative support, eager to learn and grow in healthcare environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Patient Registration
University Of MN Physicians
09.2024 - Current
- Managed patient check-in, ensuring registration workflows are followed, questionaries completed and copays collected.
- Analyzed patient inquiries and provided guidance based on established protocols to ensure effective communication and support. Escalated patient concerned to leadership when appropriate.
- Maintained up-to-date knowledge of legal requirements and internal standards to support operational integrity.
- Handled calls from patients and staff, providing assistance and information to improve patient care experience.
- Managed appointment scheduling for patients, optimizing clinician availability while meeting individual patient requirements.
- Maximized clinic efficiency by filling open return slots through strategic use of empty spot reports. Fostered collaboration across clinics with pediatric neurology nurses to fill appointment spots in response to patient needs.
Lead Barista
Barnes & Noble-Eagan, MN
01.2024 - 09.2024
- Provide excellent customer service. Modeling and coaching best practices for the cafe team.
- Lead the cafe team to achieve sales goals utilizing upselling and general sale skills.
- Achieving and maintaining high cleanliness standard throughout the cafe.
- Managing training goals for baristas and cross-training booksellers for cafe.
- Use a data based method to place food, coffee, tea, and supply orders to minimize waste.
- Conduct inventory and log waste logs monthly, using both to gather the monthly variance.
Senior Bookseller
Barnes & Noble-Eagan, MN
02.2023 - 01.2024
- Provided on the job training to new team members and modeled best practices, both on the bookfloor and in cafe.
- Learned how to serve as the Manager on Duty and other Keyholder duties.
- Coached the team in bookselling tactics and membership.
- Volunteered to lead the fiction, history, social science and hardcover shop sections as a section leader.
- Developed and adjusted organizational methods in specific sections to make more sense sale wise (ex. History in chronological order and World History by country).
- Improved customer service as the Customer Experience Specialist by coaching customer service interactions and membership offers; as well as supporting team members with difficult customer interactions.
Nanny
Mendota Heights, MN
08.2020 - 06.2023
- Taught three children (aged 7, 6 and 3) during Covid online school.
- Managed three children’s schedules using an Excel spreadsheet.
Bookseller
Barnes & Noble-Eagan, MN
10.2021 - 02.2023
- Provided excellent customer service.
- Recommended books using my knowledge and understanding of books and people.
- Cataloged and shelves books based on various organizational methods.
- Chose books to bring into the store using my book knowledge and sale understanding.
- Cross-trained in cafe to prove support throughout the store.
Education
Leadership Certification - Leadership
Lake Forest Graduate School of Management
Lake Forest, IL08.2020
Bachelor's degree - Communication
Lake Forest College
Lake Forest, IL12.2019
Skills
- Customer Service
- Microsoft Office
- Multi-line phone systems
- Time management
- Organizational skills
- Data entry
- Training & development
- Proofreading
- Strong Communication skills
- Clerical experience
- Leadership
- Phone etiquette
Certification
- Driver's License
- CPR Certification
Timeline
Patient Registration
University Of MN Physicians
09.2024 - Current
Lead Barista
Barnes & Noble-Eagan, MN
01.2024 - 09.2024
Senior Bookseller
Barnes & Noble-Eagan, MN
02.2023 - 01.2024
Bookseller
Barnes & Noble-Eagan, MN
10.2021 - 02.2023
Nanny
Mendota Heights, MN
08.2020 - 06.2023
Leadership Certification - Leadership
Lake Forest Graduate School of Management
Bachelor's degree - Communication
Lake Forest College