Arlene Piedra

Drive sales to exceed personal and store goals while delivering outstanding customer service experience.

● Support Brand Manager duties frequently acting as Manager on duty to accomplish the following objectives:

○ Support store talent acquisition and talent development; including but not limited to direct recruiting, partnership with Recruiting Department, training new team members and ongoing development plans for store associates.

○ Building strong partnership with Clinical services.

○ Analyze daily/weekly/monthly/quarterly reports to ensure all staff members are achieving desired goals.

○ Communicates effectively and builds a strong partnership with the Support Center and Human Resources

○ Ensure proper lab production so that “Now Service” and “Ready When Promised” are achieved.

● Execute simple customer repairs, assemble lenses into frames and edge stock lenses to expedite delivery of eyeglasses, and ensure customer orders are delivered accurately and on time.

● Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.

● Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.

● Other duties as assigned and required.

• Drive sales to exceed personal and store daily, weekly and monthly revenue goals while delivering outstanding customer service experience.
• Support Sales Manager duties frequently acting as Manager on duty to accomplish the following objectives:
• Support training, coaching, and development of retail associates.
• Analyze daily/weekly/monthly/quarterly reports to ensure all staff members are achieving desired goals.
• Resolve customer issues and increase customer satisfaction.
• Communicate and execute company’s standards and directives to staff.
• Assume responsibility for other duties as developed.
• Execute simple customer repairs, assemble lenses into frames and edge stock lenses to expedite delivery of eyeglasses, and ensure customer orders are delivered accurately and on time.
• Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.
• Other duties as assigned and required.

• Greet our patients and customers as they enter the store, identify patients’ needs to ensure an easy and memorable experience while providing promotional products and services available.
• Assists patients and customers to choose eyewear that best fit their budget requirements as well as eye care needs.
• Troubleshoot and identify problems related to prescription.
• Resolve customer complaints, diffuse unsatisfied patients, and provide solutions to remedy situations.
• Attain sales goals established while complying with company and local policies and procedures.
• Adhering to quality control standards including OSHA and other safety requirements.
• Ensure brand standards by performing basic housekeeping duties when necessary.
• Execute simple customer repairs, assemble lenses into frames and edge stock lenses to expedite delivery of eyeglasses, and ensure customer orders are delivered accurately and on time.
• Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.
• Other duties as assigned and required.

• Greet our patients and customers as they enter the store, identify patients’ needs to ensure an easy and memorable experience while providing promotions on products and services available. Answer customers’ inquiries and gather necessary information to facilitate sales.
• Foster a strong partnership between the retail team and professional services.
• Schedule and confirm appointments.
• Assist Management Team with patient complaint resolution and inform the status of pending orders; ensure all patient expectations are met.
• Ensure brand standards by performing basic housekeeping duties when necessary.
• Pretest Wait Time
• Pretest Time
• Proper chart completion through tech actions for the doctor
• Patient’s sentiment towards telehealth experience
• Recheck Rate
• Walk in vs. Scheduled Appointments Rate
• Maintain patient records confidential and secure in accordance with HIPAA requirements.
• Execute simple customer repairs, assemble lenses into frames and edge stock lenses to expedite delivery of eyeglasses, and ensure customer orders are delivered accurately and on time.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.
• Other duties as assigned and required

• Greeted customers in a friendly and professional manner
• Assisted customers with locating items and providing product information
• Filed and maintained records and documents, ensuring their accuracy and confidentiality
• Managed multiple phone lines and answered incoming calls in a timely and efficient manner
• Acted as a first point of contact for all visitors and guests
• Scheduled appointments and managed calendars for the office’s executives
• Assisted with basic administrative tasks such as photocopying, filing, and faxing
• Verified patient insurance coverage and explained insurance billing procedures
• Adjusting and dispensing orders
• Performed pre-testing for doctor.