DAHLIA SALMON-BURGESS
Visionworks
Edison,NJ
24
years of professional experience
Results-oriented retail operations and client experience leader with nearly two decades of experience in luxury and customer-focused retail, including supervisory leadership at Visionworks and Neiman Marcus. Experienced in leading teams, developing talent, strengthening client relationships, supporting sales performance, and managing day-to-day store operations. Known for a clienteling and service-first approach that builds trust, encourages loyalty, and creates consistent, elevated customer experiences.
Work History
Retail Optical Supervisor
3 Years 9 Months- Lead and motivate retail associates to achieve sales targets and deliver a consistent customer experience across appointment setting, frame selection, insurance verification, and order processing.
- Coach and develop team members through training in product knowledge, sales techniques, customer service, and leadership skills.
- Oversee core retail operations, including staffing schedules, inventory availability, policy and procedure compliance, and implementation of technologies designed to improve operational efficiency.
- Maintain compliance with local, state, and federal regulations as well as internal health and safety standards.
- Serve as a voice for the physical retail channel by providing customer and frontline insights that inform broader business strategy and improvements.
- Coordinate quality-assurance initiatives, resolve complex customer issues, and escalate concerns when appropriate.
- Contributed to sustaining a Top 3 territory ranking by leading execution of clinical and retail initiatives that achieved 110% of sales and exam-plan targets, while exceeding expectations for patient care and customer service.
- Build cross-functional partnerships and translate customer, partner, sales, operations, and research feedback into improvements and innovation.
Customer Service Representative
1 Year- Connected customers with healthcare transportation services in remote areas while maintaining accurate, timely, and service-focused support.
- Handled 75+ high-volume calls daily, addressing scheduling, modifications, cancellations, service concerns, and follow-up requirements.
- Monitored requests through resolution, proactively communicated updates, and documented customer interactions to promote consistency and accountability.
- Captured customer transportation questions and concerns accurately in company systems to support timely attention and resolution.
- Delivered efficient, friendly service aligned with a customer-first experience standard.
Sales Associate
2 Years 7 Months- Delivered premium customer service through product expertise, personalized selling, hospitality, and an elevated client experience.
- Used consultative selling and discovery to understand client needs, preferences, and aspirations and guide purchase decisions.
- Built long-term customer relationships through personalized insights, local lifestyle knowledge, virtual appointments, and distance-selling opportunities.
- Supported visual merchandising and maintained displays in accordance with brand standards.
- Handled exchanges, returns, repairs, and other post-purchase interactions while maintaining a consistent client experience.
Customer Service Supervisor
15 Years 11 Months- Managed daily Customer Service and Cash Office functions while supporting sales, customer experience, and operational accuracy.
- Collaborated across departments and with Public Relations on promotional communications related to InCircle rewards, points, and member benefits.
- Acquired new customers through credit-account openings and communication of loyalty benefits.
- Managed customer disputes and complaints with a focus on preserving client relationships and achieving positive resolutions.
- Trained associates to represent the Neiman Marcus brand, values, culture, and products, helping build an engaged and customer-focused team.
- Developed a clienteling mindset that shifted interactions from transactional selling toward long-term, loyal customer relationships based on individual preferences, purchase history, and communication style.
- Supported online fulfillment by accurately and promptly picking, packing, and delivering customer orders.
- Balanced registers, prepared cash deposits, and investigated register overages and shortages.
Education
Bachelor of Science - Business Management
Dean’s List
Associate Degree - Business Administration
Director’s Honor Roll
Skills
Retail Operations Management
Team Leadership & Coaching
Clienteling & Client Retention
Customer Experience
Sales & Service Management
Training & Development
Staff Scheduling
Inventory Management
Merchandising
Quality Assurance
Conflict Resolution
Cross-Functional Collaboration
Policy & Compliance
Digital Fulfillment
Personal Information
Title: RETAIL OPERATIONS & CLIENT EXPERIENCE LEADER
Section name
Dahlia Salmon-Burgess | Retail Operations & Client Experience Leadership
Timeline
Retail Optical Supervisor
Visionworks
01.2023 - CurrentRead More
Customer Service Representative
Modivcare Solutions
12.2021 - 12.2022Read More
Sales Associate
Johnny Was
05.2019 - 12.2021Read More
Customer Service Supervisor
Neiman Marcus
08.2002 - 07.2018Read More
Associate Degree from Business Administration
Read More
Bachelor of Science from Business Management
Read More