Michelle Gardner
Sr. Customer Care Advocate II
Fort Worth,TX
Summary
Knowledgeable and dedicated customer service professional with 23+ years of experience in the Vision Care industry. Strong team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, accuracy and process optimization. Detail oriented, energetic and results driven with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seeking out an opportunity to continue professional growth.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Care Advocate II
Alcon Laboratories Inc.
2024.06 - Current
- Accepted development role under the Marlo team
- Created 21 Salesforce Knowledge Articles for Marlo
- Assist new hires in VCS as their mentor to ensure their success
- Helped onboard first VC associates into Marlo L1 training as part of transition of VCS and Marlo coming together
- Assisted in creating Salesforce Knowledge articles for Phase 2 Training for VCS New Hires
- Multitasking MAS chats, incoming email interactions in SFDC E2C, and incoming calls
- Successfully speaking to large volumes of customers every day with positive attitude and with focus on customer satisfaction
Senior Customer Care Advocate I
Alcon Laboratories Inc.
8 2020 - 2024.06
- Soley managed all Vision Care sales tax credits
- Maintained and operated the WebMaster box
- Team member on the 2023 QuadSquad contributing to increasing findability of content across all teams in USCS, filling content gaps, and promoting use and understanding of Salesforce Knowledge
- Member of Vision Care Consumer Team in addition to the ECP Team
- Processed implant cards along with my day to day responsibilities
- Consistently worked in the gray, and adapted to my teams needs
- Diversified my abilities by assisting the Marlo Team with incoming calls
- Previously serving on Alcon's Surgical Customer Service Team, maintaining valuable surgical knowledge
Optician/Office Manager
Advanced VisionCare
2006.12 - 2020.07
- Managed office operations while scheduling appointments for department managers
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
- Maintained computer and physical filing systems
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit
- Filed claims with vision and medical insurance companies to garner payment for optical services
Optician
Pearle Vision
2001.04 - 2006.12
- Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction
- Confirmed quality control standards were met for all eyewear and contact lenses
- Utilized advanced knowledge of ocular anatomy, physiology and optics to provide proper eyewear
- Verified and updated patient records promptly to guarantee accurate prescription information
- Learned new catalog of items to present current options to patients
Education
High School Diploma -
Atascadero High School
Atascadero, CA 1993.08 - 1997.05
Skills
Attention to Detail
Adaptability
Self-Management
Written and Verbal Communication
Teamwork
Critical Thinking
Timeline
Senior Customer Care Advocate II
Alcon Laboratories Inc.
2024.06 - Current
Optician/Office Manager
Advanced VisionCare
2006.12 - 2020.07
Optician
Pearle Vision
2001.04 - 2006.12
High School Diploma -
Atascadero High School
1993.08 - 1997.05
Senior Customer Care Advocate I
Alcon Laboratories Inc.
8 2020 - 2024.06
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