Brad Pollard
Green Bay,WI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
23
23
years of professional experience
1998
1998
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Cherry Optical Lab
Green Bay, Wisconsin
09.2020 - 02.2026
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving skills.
- Processed orders and tracked shipments using company systems.
- Collaborated with team members to enhance service quality and efficiency.
- Handled returns and exchanges according to company policies.
- Provided feedback on customer interactions to improve services offered.
- Participated in training sessions to develop product knowledge and service skills.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed positive relationships with customers through friendly interactions.
- Processed orders efficiently using company-specific software systems.
- Collaborated with laboratory staff to ensure timely order fulfillment.
Licensed Dispensing Optician
Bay Care Eye Specialists
Green Bay, Wisconsin
09.2015 - 09.2020
- Assisted patients with frame selection and lens options.
- Educated clients on proper eyewear care and maintenance.
- Collaborated with ophthalmologists to ensure patient satisfaction.
- Processed insurance claims for vision care services efficiently.
- Managed inventory of eyewear products and supplies.
- Trained new staff on customer service protocols and procedures.
- Maintained a clean and organized dispensing area for optimal workflow.
- Participated in store promotional activities designed to increase sales revenue.
- Utilized specialized equipment such as edgers, blockers and drilling machines during fabrication process.
- Prepared invoices for payment and arranged delivery or pick-up of orders as required by customers.
- Ordered custom lenses when needed from outside suppliers.
- Provided professional advice to customers on optical products and services.
- Explained the benefits of various lens designs, materials and coatings.
- Attended continuing education classes to stay abreast with changing trends in the industry.
- Verified accuracy of all completed orders prior to release to customers.
- Adjusted eyeglasses, making minor repairs as necessary, to ensure proper fit and comfort levels for clients.
- Assisted customers in selecting frames that best suit their facial features and style preferences.
- Performed measurements of patients' eyes for lenses.
- Advised customers on care and maintenance of eyewear.
- Adapted lenses to fit into customer's frames according to prescription requirements.
- Stocked and restocked merchandise, maintained inventory, cleaned and straightened displays and entire store and processed defective, spoiled and cannibalized frames.
- Sold and recommended eyewear products, merchandise and services in retail and clinical settings in order to drive company revenue and meet customer needs.
- Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt.
- Instructed patients on insertion, removal, cleaning, care and proper handling of contact lenses.
- Recommended specific lenses, coatings and frames to suit individual client needs.
- Used hands, heat and tools to bend and shape frames to fit customer's face.
Optical Lab Technician
The Eye Care Place
Green Bay, Wisconsin
01.2008 - 09.2015
- Fabricated custom lenses using advanced optical equipment.
- Conducted quality checks on finished eyewear for accuracy and clarity.
- Assisted in troubleshooting equipment malfunctions and performed routine maintenance.
- Organized inventory of optical supplies and managed stock levels efficiently.
- Collaborated with optometrists to meet patient specifications and preferences.
- Educated patients on proper eyewear care and maintenance practices.
- Maintained a clean and safe work environment following safety protocols.
- Operated edging machines to cut lenses according to specifications on job tickets.
- Cleaned and maintained optical lab equipment to ensure proper functioning.
- Verified that all jobs were completed accurately before release from the lab.
- Set up job tickets for each order received by entering information into computer system.
- Calibrated lensometer equipment to ensure precise results when measuring lenses.
- Created work orders for special order requests from customers.
- Ordered supplies when necessary to keep the lab stocked with adequate materials.
- Repaired broken parts, utilizing precision hand tools and soldering irons.
Dental Lab Technician
Winnebago Dental Lab
Appleton, Wisconsin
01.2003 - 01.2008
- Delivered precise occlusal adjustments for optimal patient comfort.
- Maintained equipment and tools for consistent production quality.
- Ensured compliance with safety standards and infection control protocols.
- Conducted quality checks on finished products before delivery to clinics.
- Fabricated, altered and repaired dental devices such as bridges, inlays and crowns.
- Created models of patients' mouth by pouring plaster into dental impressions and allowing plaster to set.
- Built and shaped wax teeth using small hand tools.
- Used articulators and micrometers to check conformance of appliances and occlusion accuracy.
- Designed wax patterns for casting metal frameworks for removable partials or complete dentures according to prescription instructions.
- Inspected castings for accuracy against original model before finishing process was started.
- Polished finished work to smooth rough edges and provide ideal fit.
- Cleaned molds and casts from plaster models prior to fabrication of restorations.
- Created artificial teeth by bonding porcelain to metal, producing attractive and durable dental work.
- Melted metals or mixed plasters, acrylic and porcelain to pour into molds, creating dental apparatuses and prosthetics.
- Matched appearance of natural teeth by applying stains and glazes to restorations.
- Evaluated model functionality with use of bite-mimicking apparatus, adjusting devices to optimize performance.
- Fabricated and repaired crowns, bridges, veneers, inlays and onlays, implant abutments and other dental prostheses.
- Ensured compliance with safety protocols when handling hazardous materials.
- Loaded newly constructed teeth into porcelain furnaces to bake onto metal framework.
Education
Freedom High School
Freedom, WISome College (No Degree) - Gender Studies
UW Center
Menasha, WISome College (No Degree) - Gender Studies
Fox Valley Technical College
Appleton, WISkills
- Customer service
- Order processing
- Complaint resolution
- Product knowledge
- Relationship building
- Effective communication
- Problem solving
- Adaptability
- Punctuality and reliability
- Courteous demeanor
- Computer proficiency
- Inbound and outbound calling
- Typing proficiency
- Professional telephone demeanor
- Follow-up skills
- Data entry
- Researching
- Building rapport
Certification
- ABO certification
Affiliations
- Camping
- Running Dungeons and Dragons games
- Cooking
- Cleaning and organizing
- Interior design
References
References available upon request.
Timeline
Customer Service Representative
Cherry Optical Lab
09.2020 - 02.2026
Licensed Dispensing Optician
Bay Care Eye Specialists
09.2015 - 09.2020
Optical Lab Technician
The Eye Care Place
01.2008 - 09.2015
Dental Lab Technician
Winnebago Dental Lab
01.2003 - 01.2008
Freedom High School
Some College (No Degree) - Gender Studies
UW Center
Some College (No Degree) - Gender Studies
Fox Valley Technical College