Customer Service Manager

TRACEY BROWN

* ***** ******, ******** ****, AB, T8A 1H7

Cell: 780-***-**** Email: *************@*******.***

Career Objectives:

I am seeking a full time challenging position with long-term growth potential. My employers

know me to be a quick learner, hard-working, loyal, dedicated person who enjoys learning new

things to advance within the organization. I have the patience and self-discipline to perform

accurate work without supervision. My work ethics place patient/client respect and business

confidentiality as priorities in the workplace. I excel in customer service, trouble shooting,

telephone etiquette and attention to detail.

Areas of Effectiveness

Customer Service

Reception and Administration

Managerial

Administration/Bookkeeping

Billing Alberta Health and Wellness, WCB, Armed Forces, Social Services, Great West Life,

Quickcard and patients.

Bedford Accounting – AR, AP, payroll and monthly statements

Data entry Genie Optometric, I-File, Imac Mediplan systems, My Vision Express,

Healthquest EMR

VAX’s

Transcription

Reception – booking, confirming, changing and cancelling of appointments, pulling daily

charts, typing charts ordering office supplies, filing, answering telephone calls and

directing to appropriate person.

Proficient in Microsoft Word, Outlook, Excel, Power Point

Bank deposits, balancing of day sheets and debit machine

Control of invoicing, credits and accounts

Ophthalmologist Assistant/Registered Contact Lens Practitioner/Manager Registered Optician

Employee management, hiring and training of new staff, scheduling, employee reviews.

Retinal Screening, sight-testing, manifesting, autorefraction, IOP’s with tonopen and air

puff tonometer, use of AO phoropter, B-Scan, A-Scan, lensometer, keratometer, slit

lamp, radiuscope, ophthalmascope.

Patient history, dilating of the eyes with different drops

Performing OCT’s, HVF, A-Scans, IOL Master, Spec Mic’s, Schirmer’s Test, Ishihera, VA’s,

pentacam’s, color vision tests, wavescans for Refractive surgery.

Wavescans for Refractive surgery.

Sterilizing surgical appliances, equipment and rooms. Ordering ophthalmic drops,

stocking examination rooms.

Recovery room care Cataract surgery (Vitals, drop regimen, p/o charts).

Contact lens trainings, specialty CL’s fittings, assessments and ordering.

Lab Manager/Technician

Teaching learning seminars on policies, procedures, customer service techniques,

problem solving techniques, frame adjustments, measuring bifocal, trifocal and

progressive heights.

Ordering the lenses from various labs for 7 dispensers, dealing with the lab calls.

Neutralizing and verifying the glasses coming in from different labs.

Setting up and edging of the jobs ordered as uncut (SV, Bifocal, Trifocal, Progressive).

Repairing glasses.

Calibrate the tracing and edging machines and performing hand edging.

Helping the dispensers choose the proper lenses, and frames, troubleshooting,

adjustments, problem solving.

Completing and processing lab statements.

Setting up Trade Shows displays and on-site promotion.

Use of Topcon ALE 1000 edger and equipment, Essilor edger and tracer, Weco edger

and tracer

Education and Training

2014 - 2015 NAIT Medical Terminology

2014 Continuing Education – Administrative Assistant Fundamentals

1998 AOA International Contact Lens Practitioner License

1996 - 1998 NAIT – Completed year one and two of contact lens practitioner course

1986 AOA – Registered Optician License

1983 - 1985 GMCC – Completed a two year ophthalmic dispensing course

1983 Jasper Place High School – General and Business Diploma

Work History

2013-Present Eyecare Group, Edmonton - Registered Optician

Part-time

2013-2014 Eye-Q Premium Laser - Ophthalmologist Technician- 1 year maternity leave

contract

2012 – 2013 Trendy Modern Optical, Edmonton - Registered Optician/Registered Contact

Lens Practitioner

Established new optical location.

2008 – 2012 Thompson Optics, Edmonton - Registered Optician/Registered Contact Lens

Practitioner

2005 – 2008 MD Opticians, St. Albert, AB - Lab Technician/Registered

1998 – 2008 Dr. E.J. Rudnisky Professional Corporation, Edmonton Ophthalmologist

Assistant/Registered Contact Lens Practitioner

1996 – 1998 Uptown Eyecare Center, Edmonton - Managing Optician/Student Contact Lens

Technician

1992 – 1995 20/20 Optical/Family Vision Care, Edmonton

Lab Manager/Licensed Optician

1991 – 1992 Double “B” Glass, Edmonton - Bookkeeper

1989 – 1991 Dr. L. Fekete O.D, Edmonton - Licensed Optician

1988 – 1989 Zeller’s Optical, Edmonton/Fort McMurray - Managing Optician

1987 – 1988 American Optical, Edmonton - Managing Optician

1982 – 1987 Centennial Fashion Eyewear (A.O.S. Group), Edmonton Training Optician

Interests and Hobbies

I enjoy staying active and have a passion for all styles of dancing. I volunteer at Hope Mission and

the SPCA when I can. I donate regularly to these causes plus S.C.A.R.S (Second Chance Animal

Rescue Society).

Contact this candidate