Delmia Moore
Charlotte,NC
Summary
Ambitious individual who is ready to apply knowledge and skills to any challenge, I'm also a motivated team player experienced in providing exceptional customer service. Committed to providing the highest level of positive customer experiences. Highly originated and self-motivated, with excellent communication and interpersonal skills. Highly skilled Lead Optometric Technician with significant experience in patient care, diagnostic testing and corrective lens prescription. Strengths include strong clinical skills, ability to manage a diverse range of vision disorders and advanced proficiency in modern optometry equipment. Demonstrated success in improving clinic efficiency and enhancing patient satisfaction through effective workflow management and team leadership.
Overview
19
19
years of professional experience
Work History
Lead Optometric Technician
Visionworks Doctors of Optometry
Charlotte, NC
04.2024 - Current
- Scheduled appointments for patients seeking vision services.
- Performed comprehensive eye exams, including visual acuity tests, visual field testing, refraction assessments, use of slit lamp, retnial imaging and glaucoma screenings.
- Provided exceptional customer service to patients at all times.
- Managed patient follow-up care, scheduling routine examinations and monitoring ongoing treatments.
- Performed frame and lens selection consultations, providing personalized recommendations based on patient needs.
- Educated patients on contact lens care, insertion, removal, and hygiene practices.
- Coordinated referrals to ophthalmologists for patients requiring further medical treatment.
- Trained and mentored junior staff on equipment usage and patient interaction.
- Implemented new processes to enhance patient experience during visits.
- Maintained accurate patient records using electronic medical record system.
- Handled inquiries from patients regarding their diagnoses or treatments.
- Trained new optometric technicians in the use of diagnostic equipment.
Delivery Driver/Dispatcher
Amazon
Charlotte, NC
08.2022 - 02.2024
- Drove delivery trucks to transport goods to various locations efficiently.
- Ensured accuracy in deliveries and maintained a clean driving record.
- Communicated effectively with customers and clients to confirm delivery details.
- Managed delivery schedules and routes to optimize time and resources.
- Coordinated with warehouse staff to ensure timely and accurate loading of goods.
- Utilized GPS and route optimization tools to efficiently navigate through traffic and complete deliveries on time.
- Handled multiple deliveries in a timely manner while ensuring accuracy and customer satisfaction.
- Provided excellent customer service by communicating effectively and resolving any delivery-related issues.
- Experienced in dispatching duties for a busy transportation company.
- Managed and coordinated delivery schedules for a fleet of trucks.
- Excellent problem-solving skills and ability to handle stressful situations.
- Strong communication skills to interact with drivers and clients effectively.
- Proficient in using dispatching software and tracking systems.
- Knowledgeable in route optimization and logistics planning.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Proven track record of ensuring on-time deliveries and customer satisfaction.
Customer Service Representative
Iqor
Charlotte, NC
09.2018 - 12.2021
- Educated customers on product and service offerings.
- Maintained up to date knowledge of store policies regarding payments, returns and exchanges.
- Communicated information to customers about product quality, value and style.
- Delivered excellent customer service with positive and professional attitude.
- Assisted customers with sales transactions in a timely manner to guarantee high level of customer service.
- Managed inbound and outbound customer service calls for a telecommunications company.
- Provided support and assistance to customers with product information and troubleshooting.
- Maintained detailed records of customer interactions and transactions.
- Consistently met or exceeded established performance metrics and goals.
Customer Service Specialist
American Red Cross
Jacksonville, NC
12.2015 - 04.2018
- Helped blood donors on the phone and help them schedule a blood donation appointment.
- Demonstrated mastery of customer service call script within specified time-frames.
- Managed call flow, addressed customer service inquiries in a timely and accurate fashion.
- Processed up to 30-50 customer donations per day.
- Maintained up to date knowledge of donor policies regarding donations.
- Offered exceptional customer service to differentiate and promote the company brand.
- Documented notes and appointments accurately.
- Communicated additions, cancellations, and special requests for appointment schedules to appropriate parties.
- Generated leads by cold-calling potential customers.
- Actively listened to customers to provide tailored appointment solutions.
- Scheduled and confirmed appointments for clients.
Customer Service Representative/Team Lead
Convergy's
Jacksonville, NC
06.2006 - 04.2013
- Addressed complaints regarding mail service or delivery and initiated investigations.
- Completed forms regarding changes of address, or theft or loss of mail, or for special services such as registered items.
- Responded to complaints regarding mail theft, delivery problems and lost and damaged mail, filling out forms and making appropriate referrals for investigation.
- Answered questions regarding mail regulations and procedures, postage rates, and post office boxes.
- Followed up with customers regarding product functionality and overall satisfaction.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Processed orders and detailed transaction information to customers.
- Assisted with training and mentoring new team members.
- Provided training and guidance to new team members to improve overall performance.
Education
Manicure License -
Academy of Nails and Estics
Charlotte, NC01.2014
Diploma -
Jacksonville High
Charlotte, NC01.2005
Skills
- Active Listening
- Customer Relations
- Staff Training
- Document Control
- Critical Thinking
- CRM (SalesForce)
- Customer service
- Communication
- Multitasking
- Patient scheduling
- Optometric equipment
- Eye exam techniques
- Team training
- Visual acuity testing
- Visual field testing
- Lens selection
- Problem solving
- HIPAA compliance
- Optometric Pre-testing proficiency
- Optical dispensing expertise
Languages
English, Native
References
References available upon request.
Timeline
Lead Optometric Technician
Visionworks Doctors of Optometry
04.2024 - Current
Delivery Driver/Dispatcher
Amazon
08.2022 - 02.2024
Customer Service Representative
Iqor
09.2018 - 12.2021
Customer Service Specialist
American Red Cross
12.2015 - 04.2018
Customer Service Representative/Team Lead
Convergy's
06.2006 - 04.2013
Manicure License -
Academy of Nails and Estics
Diploma -
Jacksonville High
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