Marisa Borzek
Waymart,PA
Summary
Results-driven General Manager with a proven record of achieving #1 NPS scores and driving operational efficiency in the optical industry. Expertise in team leadership, patient satisfaction, and financial performance management.
Overview
1
1
Certification
22
22
years of professional experience
Work History
General Manager
Americas Best Eyecare & Eyeware
03.2024 - Current
- Direct all aspects of daily optical office operations, ensuring an efficient, organized, and professional environment.
- Led, coached, and managed associates, overseeing hiring, onboarding, performance management, staff development, and disciplinary actions to build a high-performing team.
- Monitor P&L performance, NPS scores, sales goals, payroll, and staffing budgets to support business objectives.
- Achieved the #1 NPS score in the district in 2025 and consistently maintained near-perfect patient satisfaction results.
- Developed and maintained staff schedules through UKG, monitored hours, controlled overtime, and managed PTO requests to optimize staffing efficiency.
- Manage patient and customer relations, resolving concerns and ensuring patients receive a positive experience throughout their visit.
- Managed patient and customer relations, resolving concerns and ensuring positive experiences throughout visits to enhance patient satisfaction.
- Develop and maintain staff schedules through UKG, monitor scheduled hours, control overtime, and oversee PTO requests.
- Conduct monthly associate reviews, weekly team meetings, and monthly meetings with the doctor to maintain alignment on operational and corporate priorities.
- Oversee office appearance, cleanliness, organization, inventory, and quality control of eyewear.
- Participate in semiannual inventory processes and ensure accurate organization and handling of optical products.
- Performed optical pre-testing using auto-refractor, retinal imaging, and visual field testing equipment.
- Perform remote pre-testing and assist remote doctors with slit-lamp video examinations.
- Maintain Level I and Level II Paraoptometric Certification and apply optical and clinical knowledge in daily operations.
Eyeglass Manager
Americas Best Eyeglasses & Eyeware
03.2023 - 03.2024
- Oversaw opticians and optical sales floor, ensuring organized and customer-focused environment that enhanced client experience.
- Managed frame-board presentation to optimize product visibility by brand and price point, improving customer selection.
- Participated in eyeglass inventory processes and helped maintain accurate product organization and counts.
- Ordered office and optical supplies and monitored deliveries to ensure products were received accurately and on time.
- Supported the General Manager with daily office operations, including supply ordering and administrative tasks.
- Helped maintain smooth workflow and operational efficiency across the optical office.
- Facilitated smooth workflow and operational efficiency across optical office, contributing to seamless daily operations.
Optician/Front Desk Receptionist
Americas Best Eyeglasses & Eyeware
03.2022 - 02.2023
- Coordinated front-desk operations, including patient check-in, phone calls, appointment scheduling, and patient flow management to enhance overall service efficiency.
- Guided patients through the complete eyewear selection process based on prescription requirements, lifestyle, and optical needs.
- Educated patients on lens materials, coatings, progressive lenses, and available optical options.
- Provided education to patients on eyewear options and features. on lens materials, coatings, progressive lenses, and available optical options.
- Dispensed completed eyewear and performed adjustments to achieve proper fit, comfort, and alignment.
- Verified insurance coverage, eligibility, and entered patient information into the SDS system.
- Received and processed daily eyeglass and contact lens shipments, verified orders, updated systems, and scheduled follow-up appointments.
- Delivered personalized customer service, ensuring a positive and comprehensive optical experience for each patient.
Office Manager
AC Hesse
08.2004 - 08.2010
- Coordinated incoming phone calls, customer inquiries, delivery scheduling, and daily office activities to support seamless operations.
- Maintained organized office operations and supported timely completion of daily deliveries.
- Provided assistance to walk-in customers and landscaping clients, addressing service needs and enhancing customer satisfaction.
- Assisted walk-in customers and landscaping clients with service needs and requests.
- Facilitated bank deposits and managed administrative responsibilities to ensure financial accuracy and office efficiency.
Education
Associate of Arts - Special Education
Ocean County College
Toms River, NJ06.2007
Skills
- Organizational skills
- Customer-focused leadership
- Optical industry background
- P&L management
- Optical operations management
- High-volume office adaptability
- Team communication skills
Certification
Paraoptometric Certification — Level I & II
Issued March 2023
No expiration
Timeline
General Manager
Americas Best Eyecare & Eyeware
03.2024 - Current
Eyeglass Manager
Americas Best Eyeglasses & Eyeware
03.2023 - 03.2024
Optician/Front Desk Receptionist
Americas Best Eyeglasses & Eyeware
03.2022 - 02.2023
Office Manager
AC Hesse
08.2004 - 08.2010
Associate of Arts - Special Education
Ocean County College