Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Brittany Smiley

Lancaster,OH

Summary

Adept at multitasking and prioritization, I leveraged my call center experience at Essilor of America to enhance customer satisfaction significantly. My proficiency in Microsoft Excel and coordination skills contributed to streamlining operations and achieving an increase in loyalty through empathetic dispute resolution. Recognized for professionalism and efficiency, I consistently exceeded employer expectations.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Essilor of America
11.2019 - Current
  • East Coast, Central, VIP, and Ray-Ban
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided backup support for organizational leadership.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Communicated with internal laboratories, external laboratories, sales representatives, and accounts via email.

Customer Service Representative

Hoya Vision Care
09.2016 - 11.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Optical Technician & Employee Scheduling Manager

Vision Associates
04.2015 - 09.2016
  • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Delivered exceptional customer service by addressing concerns promptly and professionally, ensuring customer loyalty.
  • Contributed to team success with strong collaboration skills, participating in staff meetings and offering support when needed.
  • Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
  • Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
  • Increased sales by educating customers on lens options, frame styles, and overall eyewear benefits.
  • Demonstrated commitment to ongoing professional development through attendance at industry conferences, workshops, and seminars.
  • Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
  • Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
  • Developed expertise in specialized tasks such as edging lenses, repairing frames, and adjusting eyewear for optimal fit and comfort.
  • Achieved high levels of customer satisfaction through personalized attention to individual needs during frame selection.
  • Conducted thorough quality control checks on completed eyewear orders before dispensing them to patients.
  • Provided valuable feedback on product offerings and services, contributing to the continuous improvement of the optical practice.
  • Established a welcoming environment for patients by maintaining a professional appearance and demeanor throughout each workday.
  • Streamlined inventory management by organizing stock and maintaining accurate records of available products.
  • Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Maintained a clean work environment by adhering to established hygiene standards during all phases of the optical process.
  • Learned new catalog of items to present current options to patients.
  • Enhanced patient satisfaction by providing efficient and accurate optical services.
  • Assisted optometrists with eye examinations, ensuring accurate results and a comfortable experience for patients.
  • Operated lensometers to orient and mark uncut lenses for eyeglasses.
  • Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses.
  • Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
  • Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
  • Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
  • Acquainted patients with procedures and explained purpose of testing to establish consent.
  • Assisted with dilating patients or using eye medications when directed by optometrist.
  • Collaborated with optometry staff to reach individual and team goals.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
  • Managed administrative duties with phone reception, appointment scheduling and payment processing.
  • Instructed patients on contact lens insertion and removal and lens care guidelines.
  • Performed ancillary testing when ordered by optometrist and thoroughly explained procedures to patients.
  • Cleaned, adjusted and lubricated instruments, enabling correct and safe operations.
  • Requested equipment and supplies, maintaining inventory to complete necessary repairs.
  • Performed administrative duties such as faxing and filing confidential documents, answering telephones and responding to emails.
  • Resolved schedule conflicts swiftly, ensuring minimal disruption to operations and client satisfaction levels.
  • Collaborated with cross-functional teams to ensure accurate and efficient scheduling of resources.
  • Analyzed departmental workloads to create balanced employee schedules while meeting business objectives.
  • Received and screened phone calls and emails.
  • Organized files developed spreadsheets and scanned documents for Vision Professionals.
  • Created weekly and monthly reports and presentations.
  • Maintained strong relationships with vendors and contractors, negotiating favorable terms for project deadlines and rescheduling when required.
  • Reduced staff overtime hours by optimizing schedules and minimizing conflicts.
  • Developed comprehensive training programs for new employees, improving overall team performance in managing schedules.
  • Followed up with doctors' offices to verify proper scheduled exams.
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
  • Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.

Optometrist Assistant

OSU
06.2013 - 04.2015
  • Improved patient experience by efficiently scheduling appointments and managing follow-up communications.
  • Contributed to a positive office environment by providing excellent customer service to patients both in-person and over the phone.
  • Promoted eye health education, providing informative materials to patients on proper eyewear care and maintenance.
  • Maintained a clean and organized workspace, ensuring that all equipment was properly sanitized between uses.
  • Reduced wait times for appointments by efficiently managing daily schedule adjustments due to cancellations or rescheduling requests.
  • Strengthened relationships with returning patients through personalized attention to individual needs during visits.
  • Ensured quality patient care by assisting optometrist with pre-testing, diagnostic testing, and contact lens fittings.
  • Increased patient satisfaction by addressing concerns promptly and effectively resolving issues.
  • Maintained patient confidentiality at all times, adhering to HIPAA guidelines and protecting sensitive information from unauthorized access.
  • Streamlined office processes by coordinating insurance billing and maintaining up-to-date information on coverage changes.
  • Enhanced practice efficiency by maintaining accurate electronic medical records for all patients.
  • Demonstrated adaptability during emergencies or unexpected situations, quickly adjusting workflow as needed while maintaining focus on patient safety and comfort.
  • Continuously improved skills through participation in ongoing training sessions related to industry advancements or changes in technology.
  • Facilitated effective communication between optometrist and patients, explaining treatment plans and procedures clearly.
  • Provided crucial support during contact lens insertion/removal trainings for new wearers, ensuring proper technique was followed for optimal results.
  • Managed inventory levels of optical goods such as frames, lenses, and contact lens supplies, placing orders as needed to maintain adequate stock.
  • Supported a high standard of care by preparing examination rooms with necessary supplies before each appointment.
  • Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
  • Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
  • Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
  • Instructed patients on contact lens insertion and removal and lens care guidelines.
  • Collaborated with optometry staff to reach individual and team goals.
  • Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
  • Managed administrative duties with phone reception, appointment scheduling and payment processing.
  • Performed ancillary testing when ordered by optometrist and thoroughly explained procedures to patients.
  • Assisted with dilating patients or using eye medications when directed by optometrist.
  • Acquainted patients with procedures and explained purpose of testing to establish consent.
  • Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
  • Liaised with patients and addressed inquiries, appointment requests and billing questions.
  • Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.
  • Oriented and trained new staff on proper procedures and policies.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
  • Taught patients about medications, procedures, and care plan instructions.
  • Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Education

Medical Billing And Coding

South Western Community Education
Grove City, OH
08.2008

Health Technologies STNA

South Western Career Academy
Grove City, OH
06.2006

Skills

  • Call center experience
  • Microsoft Excel
  • Customer satisfaction measurement
  • Prioritization
  • Coordination
  • Spreadsheets
  • Typing proficiency
  • Schedule mastery

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, which was 100% every week for over a year at Hoya.

Certification

Aboc

  • Eyecare Professional Certification (EPC) - ABO-NCLE Certification Program.

Timeline

Customer Service Representative

Essilor of America
11.2019 - Current

Customer Service Representative

Hoya Vision Care
09.2016 - 11.2019

Optical Technician & Employee Scheduling Manager

Vision Associates
04.2015 - 09.2016

Optometrist Assistant

OSU
06.2013 - 04.2015

Medical Billing And Coding

South Western Community Education

Health Technologies STNA

South Western Career Academy

Similar Profiles

CREATE PROFILE
Brittany Smiley