David Brown
Gresham,OR
Summary
Dynamic customer service leader with a proven track record at Essilor Luxottica, excelling in complaint resolution and team training. Recognized for enhancing customer satisfaction and operational efficiency, I leverage creative problem-solving skills and foster strong client relationships. Committed to developing high-performing teams and delivering exceptional service.
Overview
16
16
years of professional experience
Work History
West Coast Regional Customer Service Team Lead
Essilor Luxottica
09.2019 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to West Coast Team Lead of customer service for displaying outstanding enthusiasm and remaining calm and professional in extremely trying situations.
- Check status of orders and back-ordered products to coordinate efficient shipments.
- Member of Hybrid CSA team assisting with training lab associates and customer service agents on how to do data entry edits.
- Developed training SOP's for the Hybrid CSA team.
- Assisted with training and development of customer service representatives in providing quality service to customers.
- Liaised with sales and management teams to develop solutions and accomplish shared objectives.
Lead Optician
Vancouver Eye Care
09.2018 - 10.2019
- Aided patients in selection of eyeglass frames and lenses appropriate for prescription and style preferences.
- Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Maintained safe, clean and organized environment to increase patient comfort.
- A team leader.
Optical Manager
ABC Vision
11.2017 - 09.2018
- Supervised and managed opticians using feedback, constructive conversations and leading daily activities on sales floor.
- Monitored general store systems, inventory databases and operations to quickly identify and resolve issues or concerns.
- Checked finished eye wear to maintain optical standards, customer requirements and special requests.
- Collaborated with the doctor to plan staff schedules and determine hiring needs.
- Interacted with customers to help determine or suggest best products to meet eye wear needs and achieve desired look.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Helped clients try on and select new frames and recommended lens options to meet specific needs.
- Aided in selection of eyeglass frames based on customer preferences.
- Manged three practices throughout the Portland metro area.
General Manager
Visionworks
01.2009 - 11.2017
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and implemented strategies to increase sales and profitability.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted with training and mentoring associates at other store locations throughout the Portland metro area.
Education
High School Diploma -
Eagle Point High School
Eagle Point, ORNo Degree - Music Business
Grays Harbor College
Aberdeen, WASkills
- Account management
- Staff education and training
- Creative problem solving
- Company branding
- Order management
- Team management
- Client engagement
- Team Training
- Complaint resolution
- Customer satisfaction
- Sales
- Customer service excellence
- Supervisor
Accomplishments
- Assisted as part of the Essilor Hybrid CSA team training and development of CSA'S and Outbound agents with how to edit orders.
- Promoted twice since 2019.
- Achieved Six Sigma green certification.
- Achieved top Customer Service Team Lead Olympics award for North America and Canada.
Languages
English
Native or Bilingual
Interests
- Music
- Reading
- I participate in low-impact exercises to strengthen core muscles
- Hiking
- Mindfulness Practices
- Drumming and teaching how to play the drums
- Camping
Timeline
West Coast Regional Customer Service Team Lead
Essilor Luxottica
09.2019 - Current
Lead Optician
Vancouver Eye Care
09.2018 - 10.2019
Optical Manager
ABC Vision
11.2017 - 09.2018
General Manager
Visionworks
01.2009 - 11.2017
High School Diploma -
Eagle Point High School
No Degree - Music Business
Grays Harbor College
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