Janice Blackmon
Rainbow City,AL
Summary
Dedicated and results-oriented professional with 17 years of experience in talent acquisition, employee relations, and performance management. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
31
31
years of professional experience
1
1
Certification
Work History
In Home Expert
AT&T
07.2022 - Current
- Offer support via in person and over the phone to create the best customer experience.
- Routinely met sales goals, placing me in the top 5%
- Contributed to a positive team atmosphere amongst fellow In-Home Experts by sharing knowledge, resources, and best practices.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Sales Optician/Lab Tech
Eyecare Associates
11.2020 - 07.2022
- 2021 end of the year sales totaled $233,000, most in the Southside location history.
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Evaluated incoming prescriptions from optometrists for accuracy before dispensing eye wear to prevent potential errors or dissatisfaction.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
Sales Optician
Winston Salem Institute for the Blind, Veterans Administration
01.2014 - 11.2020
- Contracted with Optician for the VA Tuscaloosa Clinic.
- Collected payments for eyeglasses and any out of pocket expenses that the patient incurs.
- Enhanced patient understanding of vision care options through comprehensive explanations of insurance benefits and coverage.
- Proficient in the use of a variety of databases, spreadsheets, and processing software.
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving the veterans disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing the veterans needs and resolving concerns.
Sales Optician
Tuscaloosa Ophthalmology
07.2010 - 12.2013
- Responsible for filling the order prescribed by the Doctor
- Provided quality service by satisfying the need for eyeglasses through the sale and dispensing of eyeglasses, non prescription sunglasses, contact lenses, and accessories
- Trained patients with the insertion and removal of contact lenses while offering different ideas on how to overcome difficulties during training
- Utilized various communication techniques to have continuous dialogue with the patient while assisting them with information forms, by providing clerical support, as well as scheduled appointments for patients.
Optical Store Manager
Sears Optical Center
05.2008 - 06.2010
- Led recruitment efforts, resulting in reduction in time-to-fill and an increase in candidate quality
- Implemented an employee engagement survey, resulting in a 10% increase in overall employee satisfaction
- Developed and delivered training programs on diversity and inclusion, harassment prevention, and performance management
- Managed employee relations issues, ensuring timely resolution and fostering a positive work environment
- Conducted exit interviews to identify trends and areas for improvement in retention strategies
- Introduced and managed weekly sales goals to the office staff and myself increasing sales by 25%
- Monitored the productivity of the office
- Coordinated weekly team meetings with medical staff
- Trained staff on how to achieve our goals while working as a team
- Maintained Profit and Loss Statements and all cash, and processed purchase orders.
Optical Vision Center Manager
Walmart Optical Center
02.1993 - 05.2008
- Coordinated onboarding processes for new hires, including orientation sessions and completion of required paperwork
- Enhanced customer experience by implementing effective staff training and development programs.
- Implemented HR policies and procedures.
- Developed strong relationships with vendors, negotiating favorable terms and ensuring timely product delivery.
- Recruited hired, and trained new team members, instilling a strong commitment to customer satisfaction from day one.
- Worked closely with district management to align vision center goals with company-wide objectives and drive continued success in the retail environment.
- Increased overall store performance by optimizing inventory management and merchandise presentation.
Education
Theology -
AIHL
Atlanta, GA06.2024
Health Care Claims Specialist -
Michigan Computer Institute
Flint, MI08.1990
Business Administration -
Mott Community College
Flint, MI05.1985
Skills
- Recruitment and Selection
- Employee Relations
- Training and Development
- Workday
- Compliance and Regulations
- Conflict Resolution
- Onboarding and Offboarding
- Benefits Administration
- Policy Development
- Customer Service
- Active Listening
- Insurance Verification
Certification
- American Board of Opticianry
- Licensed and Ordained Minister
Boardsandcommunityassociations
MANA - Board of Directors
References
Available upon request
Timeline
In Home Expert
AT&T
07.2022 - Current
Sales Optician/Lab Tech
Eyecare Associates
11.2020 - 07.2022
Sales Optician
Winston Salem Institute for the Blind, Veterans Administration
01.2014 - 11.2020
Sales Optician
Tuscaloosa Ophthalmology
07.2010 - 12.2013
Optical Store Manager
Sears Optical Center
05.2008 - 06.2010
Optical Vision Center Manager
Walmart Optical Center
02.1993 - 05.2008
Theology -
AIHL
Health Care Claims Specialist -
Michigan Computer Institute
Business Administration -
Mott Community College