Customer Service Account Executive

Angie Sanchez

Account Executive/Sales Specialist

********@*********.*** • 818-***-****

Glendale, CA • LinkedIn

Dynamic, highly-experienced optical professional with extensive experience exceeding sales targets and delivering exceptional customer service. Instrumental in managing multiple priorities while interacting with customers to troubleshoot and resolve issues. Adept at developing and maintaining relationships with clients, identifying their needs, and offering tailored solutions. Possess broad and diverse skillset including leadership, office management, attention to detail, customer service, and accounting/insurance billing knowledge. Proven track record of motivating and mentoring teams to achieve departmental and corporate goals, exceeding sales targets by 20% YOY for past five years.

Areas of Expertise

Sales Management

Customer Service & Support

Team Leadership & Training

Operations Management

Complaint Handling

Attention to Detail

Product Knowledge

Organizational Standards

Cross-Functional Collaboration

Professional Experience

Quay Australia, Glendale, CA Nov 2021 – Present

Optical Manager

Conduct frame adjustments and styling to ensure customers receive best possible fit and style for their eyewear. Drive sales by promoting optical merchandise and coordinating with other stores in mall to increase foot traffic and leverage mall employee discounts. Provide exceptional customer service by mentoring associates and addressing customer inquiries about insurance claims and reimbursements for out-of-network providers. Utilize virtual communication tools such as Zoom to conduct meetings with customers and provide guidance on claim inquiries and insurance-related matters. Explain Health Savings Account (HSA) and Flexible Spending Account (FSA) benefits/usage to inform customers about eyewear purchase and insurance claim options.

●Achieved 10% increase in sales from 2021 to 2022, through strategic sales techniques and exceptional customer service.

●Demonstrated outstanding sales performance by winning 2022 sales contest for highest sales to plan.

●Received 5-star rating for customer service on online platform utilized by company for online shoppers in 2022.

Sam's Club, Santa Clarita, CA Feb 2004 – Dec 2020

Optical Manager

Oversaw day-to-day operations of the optical department. Performed several administrative and eye care tasks, such as hiring/training staff, managing inventory, processing insurance/billing, submitting work orders for eyeglasses and contact lenses, adjusting eyeglasses, and maintaining client records. Consulted with patients to select appropriate products based on individual needs. Listened and questioned customers regarding lifestyle to aid in proper lens and frame selection. Addressed any concerns with care and considerate attitude. Pointed out benefits of comfort, vision correction, savings, and value. Read and interpreted eyeglass and contact lens prescriptions as written by eye care providers and followed all instructions accordingly. Interviewed and onboarded new associates, training them in departmental and corporate policies, procedures, and protocols; assisted in taking frame and facial measurements to ensure correct fit and positioning, ensuring comfortable fit and good vision correction. Utilized instruments and machines, including pupilometer and lensometer. Responded to patient complaints, adjusting/repairing spectacles as needed; communicated with patients regarding their insurance benefits and pricing. Ensured complete patient confidentiality as established by practice policies and HIPAA. Closed sale and thanked patient by name for their purchase.

●Led, coached, and built associate relationships; worked in cooperation with the associates to meet and exceed daily and monthly sales goals; promoted sound understanding of departmental operations and standards for success.

●Mentored team on upselling; upsold on over half of basic eyewear sales, increasing sales of contact lenses, spectacles, sunglasses, and accessories.

●Modeled exceptional customer service skills, enhancing customers’ quality of life through professional, individualized optical care, and consistently exceeding their service expectations.

●Developed solid business skills in managing day-to-day operations, such as coordinating appointment scheduling, managing monthly sales and inventory, and training staff.

●Served as operational point of contact, handled customer issues, and resolved complaints, which rarely required escalation.

●Invited to join OAA (Optician Association of America) leadership team; participated in the “Reach for the Stars” leadership conference webinar, February 2021.

Dr. Robert Alvarez, Los Angeles, CA April 2003 – Jan 2004

Optician

Coordinated daily office operations, ensuring high-quality patient care: maintained professional atmosphere and appearance of doctor's office and test area; explained types of preliminary examinations; collected customer measurements - bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt. Completed necessary paperwork and performed testing on patients prior to doctor examination. Promoted visual field testing and retinal screenings to eligible patients. Reviewed prescriptions and patient information carefully and identified special needs. Consulted with optometrist when necessary; ensured Doctor's and pre-test equipment was properly maintained. Instructed patients on insertion, removal, cleaning, care, and proper handling of contact lenses. Scheduled appointments, verified insurance, and maintained records.

●Became knowledgeable eye care/eyewear specialist, gaining understanding of ocular terminology, diseases, and abbreviations.

●Served as an office manager to sharpen multitasking, organization, and prioritization skills, handling a wide range of administrative, technical, and support tasks.

Education

Glendale Community College, Glendale, CA

Credentials

Certified Optician, ABOC, 065261, Dec 2023

Certified Contact Lens Technician, NCLEC, 065261, Dec 2024

Registered Spectacle Lens Dispenser, SL3504, 1995 – Dec 2024

Registered Contact Lens Dispenser CL1356, 2004 – Dec 2023

Certified Zumba Instructor, 2019

Contact this candidate