Summary
Overview
Work History
Skills
Timeline
Generic

Fidlin Deshommes

Colorado Springs,CO

Summary

Resourceful Support Lead known for high productivity and efficient task completion. Specialize in customer service management, technical support operations, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless support experiences and team cohesion.

Overview

19
19
years of professional experience

Work History

District Support Lead for Vision Services

Warby Parker
Colorado Springs, CO
03.2023 - 10.2024
  • Developed strategies for improving patient service standards across Vision Services.
  • Participated in root cause analysis sessions for recurrent patient complaints.
  • Reviewed existing support protocols for accuracy and updated as necessary.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Reviewed District Vision Service Performances and offered feedback to further improve performance and efficiency across the District.
  • Conducted weekly Dr Syncs to better Collaboration
  • Achieved 82% YTD Same Day Exam Conversion against a Target of 75% and 60% YTD Same Day Contact Lens Conversion against a Target of 50%

Licensed General Manager

Visionworks
Surprise, AZ
05.2022 - 03.2023
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Ensured compliance with Board of Optometry for State Licensure
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.

Product Manager

Define Gravity Productions
Phoenix , Az
03.2011 - 10.2022
  • Assessed projects against budgets and timelines, keeping team and assignments on task.
  • Defined and analyzed product metrics to facilitate growth of product.
  • Recommended policy changes to improve marketing tactics and strategies.
  • Managed product demonstrations, testimonials and benchmarks for performance evaluation.
  • Helped coordinate testing to verify quality and usability of new product features.
  • Monitored competitors' activities to stay ahead in the market.
  • Identified product gaps and generated innovative ideas to expand market share, improve customer experience and drive growth.
  • Prioritized features in order to maximize impact while meeting budget constraints.
  • Delivered marketing strategy updates to upper-level management.
  • Conducted research to determine ideal markets for products and services.
  • Provided technical guidance during troubleshooting efforts when needed.

Certified Optician

Warby Parker
Scottsdale , AZ
08.2021 - 05.2022
  • Provided comprehensive patient care services, including ophthalmic measurements and lens selection.
  • Performed accurate visual acuity tests and refraction assessments to determine eyeglass prescriptions.
  • Assisted customers in selecting frames that complemented their facial features and lifestyle.
  • Dispensed eyeglasses according to prescription specifications, fitting lenses into frames as needed.
  • Instructed patients on the proper use of contact lenses and corrective eye wear.
  • Conducted follow-up visits with patients to ensure satisfactory fit of eyewear and vision correction.
  • Maintained records of customer prescriptions, work orders, payments, and adjustments made to eyewear.
  • Counseled clients regarding insurance coverage options for eye care products and services.
  • Verified accuracy of optical lab invoices against orders placed for customers' eyewear.
  • Performed inventory control duties such as stocking shelves with merchandise, tracking stock levels, ordering new supplies.
  • Evaluated customer feedback surveys to identify areas needing improvement in product quality or customer service delivery processes.
  • Demonstrated exceptional problem solving skills when dealing with difficult customer inquiries or complaints.
  • Resolved conflicts between customers or staff members quickly and efficiently while maintaining professional demeanor.
  • Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.

Store Market Manager

LensCrafters
Phoenix, AZ
02.2018 - 12.2020
  • Reviewed daily sales reports and analyzed store performance to identify opportunities for improvement.
  • Coordinated with vendors to ensure timely delivery of merchandise while managing inventory levels.
  • Evaluated store operations procedures and processes to develop solutions that improved efficiency and profitability.
  • Recruited, trained, coached, and managed a team of retail associates in providing exceptional customer service.
  • Implemented new policies and procedures to enhance operational excellence throughout the store.
  • Resolved customer complaints professionally in accordance with company policy guidelines.
  • Maintained up-to-date knowledge of industry trends, market conditions, competitor activities., to inform decision-making processes.
  • Generated detailed reports on store performance metrics such as sales volume, profit margins., for senior management review.
  • Ensured compliance with Board of Optometry
  • Built strong relationships with local businesses and organizations in order to boost visibility within the community.
  • Monitored cash flow by tracking payments received from customers against invoices issued.

Brand Ambassador

Alumni Clothing
Phoenix, Az
03.2014 - 11.2018
  • Developed and optimized demonstrations to best connect with prospects and encourage sales.
  • Managed relationships with vendors involved in promotional activities.
  • Attended trade shows, conferences, and other marketing events as a representative of the company.
  • Engaged with potential customers, providing product information and answering queries.
  • Monitored competitor activities and shared insights with the marketing team.
  • Tracked non-sale metrics for demonstrations to help improve future promotions with better information and techniques.
  • Put together eye-catching displays to attract potential customers and encourage questions.
  • Organized promotional events to introduce new products and services to the public.
  • Provided customer service support during promotional events or when needed.
  • Gave out product samples, coupons and pamphlets to encourage sales.
  • Tracked and reported on engagement metrics from promotional activities.
  • Utilized social media platforms to promote brand and interact with audience.
  • Represented brand at various trade shows and events, enhancing brand visibility.
  • Developed and executed brand awareness campaigns to increase customer engagement.

Assistant Manager

Optical Shops of Aspen
Scotssdale , AZ
03.2015 - 03.2017
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Managed customer service inquiries and complaints in a timely manner.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Communicated regularly with customers to gain insights into their needs.
  • Established processes for monitoring customer satisfaction levels.
  • Created reports on sales trends, inventory levels, and financial data.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained great relationships with vendors..

Lab Manager

LensCrafters
New York , NY
08.2012 - 03.2015
  • Provided technical support to lab staff in the use of equipment and techniques.
  • Maintained records of laboratory inventory, chemicals, hazardous waste disposal, and safety protocols.
  • Conducted quality control tests and monitored results for accuracy.
  • Qualified for lab Olympics due to superb performance.
  • Coordinated with vendors regarding product orders, delivery timelines, and pricing information.
  • Developed standard operating procedures for laboratory personnel to ensure compliance with ANSI standards.
  • Compiled reports detailing any incidents involving unsafe working conditions or improper use of laboratory equipment.

Eyewear Consultant and Lab Tech

LensCrafters
Mesa , AZ
10.2005 - 08.2012
  • Provided customer service to eyewear shoppers, answering questions and addressing concerns.
  • Assisted customers in selecting frames that best fit their facial features and lifestyle.
  • Organized merchandise displays to attractively showcase products.
  • Explained product features, benefits, warranties and return policies to customers.
  • Maintained a clean and organized work area for customers' convenience.
  • Processed payments for purchases accurately utilizing point-of-sale systems.
  • Advised clients on current fashion trends in eyewear styles and colors.
  • Performed regular maintenance checks on optical equipment such as lensometers or edgers.
  • Collaborated with optometrists or ophthalmologists when fitting lenses or frames.

Skills

  • Team Management
  • Customer Relationship Management
  • Technical solution analysis
  • Failure resolution
  • Data Collection
  • Microsoft 365 Proficiency
  • Google Application Proficiency

Timeline

District Support Lead for Vision Services

Warby Parker
03.2023 - 10.2024

Licensed General Manager

Visionworks
05.2022 - 03.2023

Certified Optician

Warby Parker
08.2021 - 05.2022

Store Market Manager

LensCrafters
02.2018 - 12.2020

Assistant Manager

Optical Shops of Aspen
03.2015 - 03.2017

Brand Ambassador

Alumni Clothing
03.2014 - 11.2018

Lab Manager

LensCrafters
08.2012 - 03.2015

Product Manager

Define Gravity Productions
03.2011 - 10.2022

Eyewear Consultant and Lab Tech

LensCrafters
10.2005 - 08.2012

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Fidlin Deshommes