Ma Ivy Lappano
Spokane
Summary
With a proven track record at Walmart, I excel in enhancing customer satisfaction and streamlining operations. My expertise in optical measurements and customer service has significantly improved service quality, leading to increased sales and patient trust. Skilled in insurance verification and adept at fostering positive customer relationships, I consistently achieve and surpass goals through innovative solutions and team collaboration.
Overview
13
13
years of professional experience
Work History
Optician
Walmart
06.2021 - Current
- 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 eyewear 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.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
- Increased sales by effectively communicating the benefits of various lens coatings, materials, and frames to customers.
- Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Conducted thorough frame adjustments to ensure optimal comfort, fit, and functionality for each customer.
- Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
- Maintained a clean and organized store environment, ensuring optimal product display and easy access for customers.
- Educated clients on proper eyewear maintenance techniques, extending the life of their glasses or contacts.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Collaborated with optometrists to develop tailored vision care plans, addressing each patient''s unique visual needs.
- Streamlined appointment scheduling by implementing an efficient system for booking eye exams and follow-up visits.
- Stayed current on industry advancements and emerging trends through continuous professional development opportunities, enhancing the overall quality of service provided to clients.
- Optimized display of eyewear collections, making it easier for customers to navigate options and make selections.
- Facilitated smooth transition to digital record-keeping, improving organization and accessibility of customer prescriptions and records.
- Fostered supportive team environment by conducting regular training sessions on latest optical technology and customer service best practices.
- Addressed and resolved customer concerns promptly, maintaining positive reputation in community.
- Enhanced customer trust and confidence by providing transparent information on eyewear costs and insurance coverage options.
- Enhanced patient satisfaction by providing personalized frame and lens recommendations based on individual needs and preferences.
Online Grocery
Walmart
07.2019 - 06.2021
- Managed multiple priorities simultaneously, consistently meeting or exceeding deadlines for order completion and pickup times.
- Improved customer satisfaction by efficiently and accurately fulfilling online grocery orders.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Tracked substitutions and informed customers of changes.
- Assisted in training new Online Grocery Associates, sharing best practices for efficient order processing and customer service techniques.
- Helped customers locate products and checked store system for merchandise at other sites.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Contributed to a positive work environment through effective communication and teamwork among fellow associates.
- Worked productively with customers to meet order requirements and service expectations.
- Loaded and unloaded orders at customer's homes or locations.
- Enhanced the online shopping experience for customers with timely order processing and communication.
Overnight Stocker
Walmart
11.2018 - 07.2019
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
Mod Team Associate
Walmart
03.2018 - 11.2018
- Conducted regular audits of mod team activities, identifying areas for improvement and implementing appropriate solutions.
- Streamlined communication within the mod team, resulting in improved efficiency and collaboration.
- Kept up-to-date with industry trends, sharing insights with colleagues to enhance overall effectiveness of the mod team.
- Promoted a positive community culture through actively enforcing rules, guidelines, and promoting constructive engagement among users.
- Increased overall productivity of the mod team through effective time management and prioritization of tasks.
Overnight Stocker
Walmart
04.2016 - 03.2018
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Ensured timely completion of nightly stocking tasks, optimizing store readiness for the following day''s operation.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
Front Desk Administrator
Bronze Oak Corporation Philippines
10.2014 - 10.2015
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an organized reception area, creating a welcoming atmosphere for clients and visitors.
- Improved office organization by implementing effective filing systems and document management practices.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns at the front desk.
- Provided administrative support to various departments, contributing to overall company efficiency.
- Developed strong relationships with clients, fostering loyalty and repeat business through exceptional service.
- Assisted in the coordination of events and meetings, ensuring seamless logistics and positive outcomes.
- Exceeded client expectations through personalized attention, delivering solutions tailored to individual needs.
- Processed incoming mail and packages, distributing items to appropriate recipients in a timely manner.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Increased overall productivity by efficiently managing schedules and appointments for multiple executives.
- Collaborated with team members on special projects, resulting in successful completion within tight deadlines.
- Handled sensitive information with discretion, maintaining client confidentiality at all times.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Front Desk Administrator
GLOBAL BUSINESS POWER (CORPORATE OFFICE)
12.2013 - 07.2014
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an organized reception area, creating a welcoming atmosphere for clients and visitors.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns at the front desk.
- Provided administrative support to various departments, contributing to overall company efficiency.
- Developed strong relationships with clients, fostering loyalty and repeat business through exceptional service.
- Improved office organization by implementing effective filing systems and document management practices.
- Assisted in the coordination of events and meetings, ensuring seamless logistics and positive outcomes.
- Exceeded client expectations through personalized attention, delivering solutions tailored to individual needs.
- Handled sensitive information with discretion, maintaining client confidentiality at all times.
- Processed incoming mail and packages, distributing items to appropriate recipients in a timely manner.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Increased overall productivity by efficiently managing schedules and appointments for multiple executives.
- Managed multi-line phone systems, directing calls to appropriate departments for efficient communication.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Front Desk Receptionist
Divine World Hospital
12.2012 - 11.2013
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Enhanced patient satisfaction by consistently providing friendly and efficient service at the front desk.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Assisted with insurance verification tasks, expediting the billing process for both patients and providers.
- Provided vital support during peak hours by efficiently handling walk-ins, check-ins, and appointment scheduling duties.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Completed clerical duties and tasks for clinic administration.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Executive Assistant
Private Employers (ABDULKAREEM ARKOBI)
05.2012 - 10.2012
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
Education
Associate of Science - Computer Science
Datamex Computer Technology
Philippines04-2008
Skills
- Customer service
- Optical measurements
- Insurance verification
- Computer skills
- Optical dispensing
- Insurance billing
- Optical orders
- Transaction processing
- Frame selection
- Progressive lenses expertise
Timeline
Optician
Walmart
06.2021 - Current
Online Grocery
Walmart
07.2019 - 06.2021
Overnight Stocker
Walmart
11.2018 - 07.2019
Mod Team Associate
Walmart
03.2018 - 11.2018
Overnight Stocker
Walmart
04.2016 - 03.2018
Front Desk Administrator
Bronze Oak Corporation Philippines
10.2014 - 10.2015
Front Desk Administrator
GLOBAL BUSINESS POWER (CORPORATE OFFICE)
12.2013 - 07.2014
Front Desk Receptionist
Divine World Hospital
12.2012 - 11.2013
Executive Assistant
Private Employers (ABDULKAREEM ARKOBI)
05.2012 - 10.2012
Associate of Science - Computer Science
Datamex Computer Technology
Similar Profiles
Lori VayoLori Vayo
Customer Service Representative at WalmartCustomer Service Representative at Walmart
SHAKERRA JACKSONSHAKERRA JACKSON
Lift Operator at WalmartLift Operator at Walmart
SHEHNAZPREET KAURSHEHNAZPREET KAUR
Customer Service Representative at WalmartCustomer Service Representative at Walmart