Nikki Crosby
Victorville,CA
Summary
Results-oriented professional with a strong background in customer service, team management, and business operations. Known for ensuring exceptional guest satisfaction by promptly resolving concerns. Adept at training staff to deliver top-quality customer service. Seeking a challenging role to drive operational excellence and optimize customer experiences.
Overview
10
10
years of professional experience
Work History
Licensed Assistant Manager
Target Optical
Hesperia, CA
07.2021 - 10.2024
- Created monthly reports for operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance and increase sales.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity.
- Ensured compliance with HIPPA laws, regulations, industry standards.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Took precise measurements with extreme attention to detail to ensure accurate fitting of eyewear.
- Proactively attract new customers and identified their needs through open-ended questions and offered eyewear solutions based on the latest lens technologies.
- Demonstrate extensive product knowledge, effectively describing features and benefits of lenses and frames.
- Efficiently manage time and prioritize tasks in a fast-paced environment while surpassing all Brand Key Performance Indicators (KPIs) and competencies.
Office Manager
Dr. Situ Optometry
Victorville, CA
01.2019 - 08.2021
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow and decrease patient wait times.
- Reviewed and processed medical insurance claims for accuracy, completeness and compliance with insurance regulations.
- Performed data entry of patient information into practice management software.
- Maintained accurate records of all billing activities in accordance with HIPAA standards.
Aldo Group
Store Manager
Victorville, California
11.2014 - 11.2018
- Developed and maintained store policies and procedures.
- Monitored store performance metrics, including sales, profitability and customer service ratings.
- Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
- Handled cash register transactions accurately while providing excellent customer service.
- Conducted regular inventory counts throughout the year to maintain accurate records.
- Built and maintained strong working relationships with team members.
Education
Optical Training Institute
Irvine, CA06-2021
High School Diploma -
Crocus Plains Regional Secondary School
Brandon, MB06-2004
Skills
- Organization
- Financial Management
- Operations Management
- Policy Implementation
- Verbal and written communication
- Time Management
- EMR / EHR
- Medical terminology understanding
- Medical office administration
- HIPAA Compliance
- Customer Service
- Data Entry
- Medical Billing
- Insurance Eligibility
- Strong computer skills
Timeline
Licensed Assistant Manager
Target Optical
07.2021 - 10.2024
Office Manager
Dr. Situ Optometry
01.2019 - 08.2021
Aldo Group
Store Manager
11.2014 - 11.2018
Optical Training Institute
High School Diploma -
Crocus Plains Regional Secondary School
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