Jessica Hernandez
Weslaco,TX
Summary
Detail-oriented professional with a background in optical measurements and patient care. Proven ability to maintain accurate records, assist healthcare teams, and address customer inquiries, resulting in improved patient satisfaction and care quality.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
Work History
Eyecare Advisor
LensCrafters
McAllen, Texas
03.2025 - Current
- Maintained patient records using electronic health record systems
- Collaborated with healthcare team to ensure quality patient care.
- Maintained strict patient privacy and confidential patient information, taking care to meet HIPAA guidelines and statutes for data security.
- Maintained accurate and thorough patient charts in accordance with legal and clinical standards.
- Discussed histories and current symptoms or complaints with every patient.
- Updated charts with latest information, test results and differential diagnoses.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Investigated and resolved customer complaints and adjusted and repaired customer eyewear.
- Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.
- Maintained accurate records of all transactions in computer system.
- Greeted patients warmly upon arrival at office or store location.
- Coordinated office bookkeeping, reporting and communication with customers and vendors and maintained office equipment.
- Maintained records of prescriptions, orders and payments.
- Pretested patients prior to optometrist examination assessing pressures, visual acuities and autorefraction.
- Performed administrative tasks such as filing paperwork and scheduling appointments.
- Cleaned and maintained work areas in accordance with company standards.
- Processed payments for products or services rendered.
- Displayed excellent customer service skills when assisting clients with their needs.
- Managed patient information in line with stated preferences and HIPAA guidelines.
- Submitted patient insurance forms and managed simple bookkeeping.
- Conducted special tests such as field of vision assessment, OCTs and pachymetry.
Apprentice Optician
Target Optical
Boynton Beach, Florida
08.2021 - 03.2025
- Assisted customers in selecting eyewear that suits their style and needs.
- Provided technical support for eyeglass fittings and adjustments.
- Educated clients on proper eyewear care and maintenance procedures.
- Operated optical equipment for lens measurements and prescription verification.
- Collaborated with team members to enhance customer service experiences.
- Conducted routine quality checks on lenses and frames for accuracy.
- Performed administrative tasks such as filing paperwork and scheduling appointments.
- Educated patients on vision insurance coverage and payment plans.
- Looked at patient prescriptions and prepared contacts and eyeglasses to fit specific parameters.
- Cleaned and maintained work areas in accordance with company standards.
- Demonstrated proper use and care of optical instruments.
- Ensured that all orders were completed accurately before releasing them to customers.
- Managed customer inquiries via telephone or email in a timely manner.
- Maintained accurate patient records, including prescriptions and frame selections.
- Participated in weekly team meetings to discuss new products or services offerings.
- Measured pupillary distance, ocular center, segment heights and frame-specific distances in order to properly fill out eyeglasses orders.
- Processed payments for products or services rendered.
- Completed continuing education courses related to optics technology advancements.
- Corrected problems with frames through repair and adjustment techniques.
- Provided product knowledge to customers regarding frames, lens options, coatings, tints.
- Listened to patient desires and took into account facial features when recommending frame options.
- Displayed excellent customer service skills when assisting clients with their needs.
- Verified patient's prescription accuracy prior to dispensing eyewear.
- Troubleshot technical issues with computer systems related to ordering eyewear supplies.
- Monitored inventory levels of frames, lenses, contacts and other optical materials.
- Managed patient information in line with stated preferences and HIPAA guidelines.
- Changed out frame displays to reflect current options and newer styles.
- Performed basic repairs on glasses such as tightening screws or replacing nose pads.
- Adjusted frames for optimal fit on customers' faces using specialized tools.
- Recommended specific lenses, coatings and frames to suit individual client needs.
- Took specific facial measurements, including optical centers of eyes, pupillary distance and temple length.
- Checked finished lenses for conformance to order specifications, quality and customer needs.
- Instructed customers on how to care for, insert and remove contact lenses.
- Managed client frame selection processes and walked through lens options.
- Documented customer prescriptions, wrote detailed work orders and collected payments to facilitate smooth appointments.
Barista
Starbucks
Lake Worth, Florida
07.2019 - 08.2021
- Prepared high-quality espresso beverages following standardized recipes.
- Provided excellent customer service in a fast-paced environment.
- Maintained cleanliness and organization of the café workspace.
- Operated point-of-sale system for efficient order processing.
- Assisted with inventory management and restocking supplies.
- Trained new team members on operational procedures and customer service standards.
- Collaborated with team to ensure smooth workflow during peak hours.
- Engaged customers to promote seasonal products and loyalty programs.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Followed health, safety and sanitation guidelines to pass state inspections.
- Stocked shelves with ingredients needed to make coffee drinks.
- Monitored inventory levels of supplies and restocked when necessary.
- Addressed and resolved customer concerns to maintain brand loyalty.
- Created complex, hand-crafted beverages based upon customer preferences.
- Handled inventory, including ordering supplies, stocking products, and conducting regular inventory checks.
- Recommended pastries and sandwiches to pair with customers' beverages.
- Checked brewing equipment for proper functionality.
- Checked temperatures of freezers, refrigerators or heating equipment to verify proper functioning.
Call Center Representative
Qualfon
Harlingen, Texas
06.2018 - 06.2019
- Managed high call volumes while maintaining quality customer service standards.
- Documented customer interactions using company CRM software effectively.
- Assisted customers with inquiries and provided accurate information promptly.
- Resolved complaints by identifying issues and proposing suitable solutions.
- Participated in regular meetings to discuss performance improvements and best practices.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Cashier
Whataburger
Mercedes, Texas
05.2014 - 06.2018
- Processed customer transactions efficiently at the point of sale.
- Maintained clean and organized checkout areas for customer satisfaction.
- Assisted customers with product inquiries and store policies.
- Trained new cashiers on procedures and customer service expectations.
- Managed customer complaints professionally to ensure positive experiences.
- Performed other duties as assigned by management.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Worked closely with front-end staff to assist customers.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Processed sales transactions to prevent long customer wait times.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Education
Some College (No Degree) - Music Education
The University of Texas Rio Grande Valley
Edinburg, TXProgreso High School
Progreso, TXSkills
- Patient record management
- Electronic health records
- Eyewear fitting techniques
- Vision insurance processing
- Optical measurements
- Customer relationship management
- Appointment scheduling
- Complaint resolution
- Problem solving
- Effective communication
- Attention to detail
- Team collaboration
- Optical dispensing
- Optical sales
- Eyewear selection
- Eye health assessment
- Insurance processing
- Prescription interpretation
- Frame adjustment
- Visual acuity testing
- Corneal topography
- Record keeping
- Glasses fitting
- Visual field testing
- Prescription determination
- Insurance billing
- Eyeglass dispensing
- Eyeglass fitting
- Eyewear fitting
- Lens measurement
- Optical orders
- Eyewear trends
- Retail sales
- Optical terminology
- Adjusting eyewear
- Customer service
- Progressive lenses expertise
- Eyeglass repair
- Frame selection
- Eyewear brands
- Repairing glasses
- Product upselling
- Computer skills
- Detail orientation
- Professionalism
- Product knowledge
- Educate clients
- Problem-solving
- Organizational skills
- Communication
- Product and service recommendations
- Active listening
- Repairing Eyewear
- Fashion trends awareness
- Multitasking
- Frames adjustment
- Adaptability and flexibility
- Problem-solving abilities
- Teamwork and collaboration
- Point-of-sale operation
- Billing and insurance verification
- Technical support
- Point of sale proficiency
- Cash management
- Data entry
- Work ethic and integrity
- Sales expertise
- Cleaning and sanitizing
- Refunds and exchanges
- POS systems
- Hospitality and accommodation
- Empathy and patience
- Customer assistance
- Organizational growth
- Conflict resolution
- Communication skills
- Data entry accuracy
- Account updating
- FLUENT IN Spanish
- Customer support
Languages
Spanish
Native/ Bilingual
Timeline
Eyecare Advisor
LensCrafters
03.2025 - Current
Apprentice Optician
Target Optical
08.2021 - 03.2025
Barista
Starbucks
07.2019 - 08.2021
Call Center Representative
Qualfon
06.2018 - 06.2019
Cashier
Whataburger
05.2014 - 06.2018
Some College (No Degree) - Music Education
The University of Texas Rio Grande Valley
Progreso High School