Joy Goins
Stafford,VA
Summary
Dynamic professional with a proven track record with over 20 years of experience supporting top-tier executives in quality assurance and exceptional customer service. Excelled in enhancing operational efficiency and client satisfaction, demonstrated through meticulous file management and fostering positive relationships. Skilled in calendar management and logistics coordination, consistently exceeding employer expectations without compromising on confidentiality or attention to detail.
Overview
15
15
years of professional experience
Work History
Optician
The Eye Doctors
12.2019 - Current
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Liaised between clients and vendors and maintained effective lines of communication.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Used software to coordinate meetings, appointments, and tasks senior executives.
- Scheduled appointments and handled calenders for senior leadership.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Answered high volume of phone calls and email inquiries.
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Confirmed quality control standards were met for all eyewear and contact lenses.
- Maintained safe, clean and organized environment to increase patient comfort.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
- Aided in selection of eyeglass frames based on customer preferences.
Assistant Manager
America's Best Eyeglasses
04.2016 - 12.2019
- Generated repeat business through exceptional customer service.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted performance evaluations and provided constructive feedback to employees.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Optical Assistant
Dr. Cecillia Williams
03.2010 - 12.2014
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
- Collaborated with optometry staff to reach individual and team goals.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
- Acquainted patients with procedures and explained purpose of testing to establish consent.
- Instructed patients on contact lens insertion and removal and lens care guidelines.
- Managed administrative duties with phone reception, appointment scheduling and payment processing.
- Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
- Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction.
- Cleaned or sterilized ophthalmic or surgical instruments.
- Identified issues during preliminary exam and addressed concerns with physician.
- Educated patients and relations on ocular health and safety, promoting good eye care.
- Gathered patient histories, took measurements and completed diagnostic tests as part of detailed ophthalmic evaluations.
Education
High School Diploma -
Gar-Field High School
Woodbridge, VASkills
- Appointment Scheduling
- Quality Assurance
- Data Entry
- Expense Reporting
- Information confidentiality
- Spreadsheet tracking
- Master calender management
- Travel Coordination
- Supply Management
- Task Delegation
- Employee Performance Evaluations
- Recruiting and interviewing
- Employee Scheduling
- Display building
- Order Preparation
- Quality Control
- File Management
- Confidentiality
- Logistics Coordination
- Customer Service
- Office Management
- Calendar Management
Timeline
Optician
The Eye Doctors
12.2019 - Current
Assistant Manager
America's Best Eyeglasses
04.2016 - 12.2019
Optical Assistant
Dr. Cecillia Williams
03.2010 - 12.2014
High School Diploma -
Gar-Field High School
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