Charelle Kersey
Baltimore,MD
Summary
Optician with experience in patient eyewear prescription review, corrective lens dispensing, and precise lens crafting. Strong optical knowledge translates complex prescriptions into accurate, customized eyewear solutions. Skilled in precision fitting, adjustments, repairs, and patient-focused service that improves comfort and optical accuracy.
Overview
20
20
years of professional experience
Work History
Optician
WALMART, Walmart
Ellicott City, Maryland
07.2021 - Current
- Measured customer dimensions, including bridge, eye size, temple length, seg heights, vertex distance, pupillary distance, and pantoscopic tilt for precise eyewear fitting.
- Calculated measurements for eyewear using optical measuring devices.
- Guided customers through eyewear selection by assessing individual needs and preferences.
- Delivered detailed product guidance on lens options and frame styles to support informed purchase decisions.
- Coordinated appointment scheduling, verified insurance coverage, maintained accurate patient records, and assisted with preliminary testing to enhance service delivery.
- Managed inventory levels of eyewear products to maintain stock availability for customer demand.
- Partnered with team members to maintain clean, organized, and efficient work environment.
- Maintained accurate records of all transactions in the computer system.
Customer Service Manager
Walmart
Owings Mills, Maryland
09.2017 - 07.2021
- Handled customer inquiries and resolved issues across multiple channels.
- Analyzed performance metrics to pinpoint areas for service delivery enhancement.
- Worked with management to roll out new service protocols and procedures.
- Facilitated staff training on company policies and communication techniques to enhance service quality.
- Developed training materials to promote employee development and improve service delivery.
Assistant Store Manager
Shoe City
Parkville, Maryland
02.2015 - 03.2017
- Trained and guided staff to ensure smooth workflow and adherence to policies.
- Managed inventory tasks, including stock replenishment and merchandise organization.
- Applied visual merchandising techniques to improve product displays and promotions.
- Analyzed sales trends and provided feedback to enhance product selection and optimize store layout.
- Supported daily store operations and customer service standards.
- Resolved customer questions and complaints to foster positive shopping experiences.
- Completed regular store audits to confirm compliance with company standards and procedures.
Front End Customer Service Manager
Walmart
Randallstown, Maryland
03.2011 - 02.2015
- Collaborated with front-end customer service teams to enhance shopper satisfaction.
- Managed daily operations to support smooth checkout flow and customer traffic.
- Resolved customer concerns quickly to support positive shopping experiences.
- Trained staff on clear communication and conflict resolution skills.
- Monitored performance metrics to identify and address service quality gaps.
- Led regular team meetings to review performance and share best practices.
- Created training materials for onboarding new customer service associates.
- Worked with management to roll out service initiatives and policy updates.
- Monitored customer satisfaction through surveys and feedback forms.
- Analyzed customer feedback data to uncover actionable improvement opportunities.
- Partnered with IT and Sales to improve front-end service experience across departments.
- Managed sensitive customer information with strict confidentiality protocols. with confidentiality and discretion.
- Helped develop marketing strategies aimed at raising sales.
Membership Coordinator
Sam's Club
Owings, Maryland
01.2008 - 03.2011
- Coordinated membership events to enhance community engagement.
- Processed membership enrollments for new and renewing members.
- Supported member service inquiries and resolved questions to improve customer satisfaction.
- Assisted with membership promotions and marketing efforts across platforms.
- Analyzed member feedback to identify service improvement opportunities.
- Developed training materials for staff on membership programs and benefits.
- Worked with cross-functional teams to improve membership operations.
- Maintained accurate records of member transactions and interactions in systems.
- Maintained current and complete membership data in the system.
- Partnered with accounting on member billing questions.
- Helped develop membership policies and procedures.
- Coached employees to be helpful and courteous to new and existing members, and improving service expectations.
Demo Team Lead
Sam's Club
Catonsville, Maryland
11.2006 - 01.2008
- - Supported team demonstrations by explaining product features and benefits to customers.
- - Trained new team members on demonstration methods and customer engagement.
- - Developed promotional materials enhancing customer understanding of products.
- - Worked with marketing to match demonstration themes with seasonal promotions.
- - Coordinated scheduling of product demonstrations to optimize staff availabilityto improve staff coverage and product exposure.
- - Analyzed customer feedback to refine future demonstration plans.
- - Prepared post-demo analysis reports with key learnings from each engagement.
- - Reviewed customer feedback from completed demos and identified improvement areas.
- - Helped develop strategies for completing demos on time.
- - Resolved escalated customer complaints quickly while maintaining strong service standards.
- - Monitored health and safety compliance during demonstrations.
- - Assisted with proposal development and cost estimates for prospective client engagements.
- - Kept current on industry trends and best practices in demo development.
- - Reviewed existing demo process flows to identify efficiency improvements.
- - Identified demo project risks and helped build mitigation plans.
- - Led weekly team meetings to review progress on demo projects.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA12-2025
Skills
- Optical dispensing techniques
- Optical measurement
- Eyewear consultation
- Inventory management
- Appointment scheduling
- Customer support
- Team collaboration
- Staff training
- Organizational skills
- Problem-solving
- Analytical thinking
- Relationship management
Timeline
Optician
WALMART, Walmart
07.2021 - Current
Customer Service Manager
Walmart
09.2017 - 07.2021
Assistant Store Manager
Shoe City
02.2015 - 03.2017
Front End Customer Service Manager
Walmart
03.2011 - 02.2015
Membership Coordinator
Sam's Club
01.2008 - 03.2011
Demo Team Lead
Sam's Club
11.2006 - 01.2008
High School Diploma -
Penn Foster Career School