Hollen Brogan
Blackwood,NJ
Summary
Dynamic professional dedicated to continuous improvement and exceptional customer service, with extensive experience in the Optical, Retail, Medical, and Customer Service Management sectors. Strong foundation in ITIL and Resilia improvement frameworks, complemented by board certification as an Optician with a specialty in low vision. Skilled in engaging stakeholders at all levels and proficient in UI testing and team training, consistently seeking innovative solutions to enhance business functions and deliver impactful training. Committed to lifelong learning and continuous expansion of expertise to drive organizational success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Vision Care Applications Programmer
US Vision
12.2021 - Current
- Researched insurance carriers and plans documents, and input insurance plan programming into a Windows based optical program.
- Collaborated with cross-functional teams to identify and resolve application issues.
- Created detailed documentation for each project, facilitating future maintenance and development efforts.
- Conducted thorough testing of developed applications to ensure optimal functionality before deployment.
- Provided technical support by troubleshooting and resolving user and software-related issues efficiently.
Optician
Wills Eye Hospital
08.2019 - 12.2021
- Guided patients in selecting appropriate eyewear based on individual needs and preferences.
- Ensured accurate fitting of lenses and frames to enhance patient comfort and satisfaction.
- Managed inventory of optical products, optimizing stock levels to meet customer demand.
- Trained new staff on optical procedures, improving team productivity and service quality.
- Collaborated with healthcare professionals to interpret prescriptions and provide tailored solutions.
- Developed strong relationships with patients, fostering loyalty and repeat business through excellent service.
- Consistently met or exceeded monthly sales targets.
- Regularly attended industry conferences and workshops to stay current on trends, technologies, and best practices in the field of opticianry.
Application Analyst
US Vision
05.2009 - 12.2018
- Programmed the Point of Sale System for a company with 800+ locations
- Developed and maintained documentation for system processes and user guides to ensure consistency.
- Conducted comprehensive data analysis to identify trends and areas for improvement, leading to better-informed decision-making processes.
- Trained end-users on new applications and features, facilitating a smooth transition during software rollouts.
- Implementation, testing and troubleshooting of EHR and POS applications
Department Head
US Vision
12.2005 - 05.2010
- Responsible for training and overseeing call center work flow to support 800 retail stores.
- Led customer service team to enhance response times and resolve customer inquiries efficiently.
- Analyzed service metrics to identify trends and recommend strategic initiatives for operational efficiency.
- Mentored staff on best practices for conflict resolution and effective communication techniques.
- Organized and balanced multiple priorities within fast-paced environment.
- Managed high call volume during peak periods, maintaining optimal response times and resolution rates.
Front Desk HIPAA Compliance
AIM Occupational Health
02.2002 - 02.2005
- Handled calls, appointments, HIPAA Compliance manager, managed records
Education
Criminal Justice and Corrections, Spanish
York College of Pennsylvania
01.2002
Skills
- Technical troubleshooting
- Application testing
- User documentation
- Eyewear fitting
- Optical dispensing
- Data analysis
- Customer service excellence
- Call center management
- Problem-solving
Certification
- Certified Optician
- ITIL Orientation
- Introduction to Generative AI
- ITIL Foundation Course
- Digital Security Awareness
Timeline
Vision Care Applications Programmer
US Vision
12.2021 - Current
Optician
Wills Eye Hospital
08.2019 - 12.2021
Application Analyst
US Vision
05.2009 - 12.2018
Department Head
US Vision
12.2005 - 05.2010
Front Desk HIPAA Compliance
AIM Occupational Health
02.2002 - 02.2005
Criminal Justice and Corrections, Spanish
York College of Pennsylvania