Optical Services Specialist and Customer Support Leader

Pamela Cuevas

Chicago, IL *****

*********************@***********.***

+1-773-***-****

Work Experience

Optician

Walmart-Hodgkins, IL

• Assisted customers in selecting appropriate eyewear based on prescription, lifestyle, and fashion preferences

• Utilized advanced diagnostic equipment to measure and record accurate lens specifications for optimal vision correction

• Provided personalized recommendations for lens materials, coatings, and frame styles to enhance comfort and functionality

• Performed precise frame adjustments, repairs, and fittings to ensure proper alignment and comfortable wear

• Educated patients on proper contact lens insertion, removal techniques, care instructions, and hygiene practices

• Collaborated with ophthalmologists to interpret prescriptions accurately for the fabrication of custom lenses

• Maintained detailed records of patient information including medical history, prescriptions issued/ renewed using electronic health record systems (EHR)

• Ensured compliance with industry regulations regarding patient privacy (HIPAA) during all interactions and transactions

Customer Service Call Center Representative

Four Seasons Heating and Air Conditioning-Bedford Park, IL

• Handled a high volume of inbound customer calls, averaging XX calls per day

• Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information

• Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings

• Maintained a positive attitude during challenging interactions with upset or irate customers, de- escalating situations effectively

• Was chosen employee of the month after working there a month

• Cross trained in call center, dispatch and finance Optical Manager

Hinsdale Lake Optics-Hinsdale, IL

August 2018 to July 2020

• Managed daily operations of optical store, overseeing a team of 2 employees

• Developed and maintained relationships with key suppliers to ensure timely delivery of inventory

• Ensured compliance with industry regulations regarding eyewear prescriptions, fittings, and customer privacy

• Oversaw visual merchandising efforts to create an appealing store layout that maximized product visibility and drove sales conversion rates

• Maintained accurate records of inventory levels, conducting regular audits to prevent stock shortages or overstock situations

• Served as a point of contact for escalated customer issues ensuring prompt resolution

• Monitored industry trends including fashion styles, lens technologies etc. ensuring the store's offerings remained competitive

• Managed inventory levels to optimize product availability while minimizing carrying costs

• Collaborated with optometrists to ensure accurate prescription fulfillment and exceptional customer service experiences

• Implemented quality control measures to ensure accuracy of eyewear orders and minimize returns or exchanges

Education

General (High School)

Queen of Peace-Burbank, IL

General Education (College)

Morraine Valley Community College-Palos Hills, IL

Skills

• Optical experience

• Computer operation

• Retail sales

• Patient care

• Insurance verification

• Sales

• Medical billing

• Medical records

• Computer skills

• Office experience

• HIPAA

• Medical office experience

• Organizational skills

• Data entry

• Customer service

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