Nirvana De Los Santos
Round Rock,Texas
Summary
Dependable Team Lead. Attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Assesses individual customer preferences to deliver optimal solutions. Exceeds service expectations by cultivating meaningful individual relationships and passionately addressing customer concerns. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Team Leader
LensCrafters
Round Rock, TX
06.2023 - Current
- Delegated tasks to ensure efficient use of time to help assist customers with their needs promptly and efficiently.
- Developed strategies for problem solving and conflict resolution among team members.
- Established clear expectations for employees, providing guidance when needed.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Identified areas of improvement in existing organizational structures.
- Collaborated with management to develop strategies for improving efficiency in the workplace.
Contact Lens Technician/Optician
Texan Eye
Austin, TX
11.2021 - 06.2023
- Trained patients with insertion and removal of contact lenses, conducted fittings and went over wear and care of soft and hard lenses
- Schedule scleral fittings, insertion and removal training and follow up appointments to ensure proper fit, feel and visual acuities
- Assist patients with insurance questions, eligibility, and prior authorizations of material benefits.
- Enter prescription data and fulfill patient orders as well as stock for office.
- Answer any patient questions in relation to their contact lenses.
- Notify patients when orders are in and keep patient informed of any changes or delays.
- Ensure collection of payment for all orders and or attaching insurance claims if applicable.
- Work with contact lens representatives to assist with ordering, receiving fit sets, and staying up to date with any changes in parameters, new or discontinued lenses.
- Assists with helping opticians dispense glasses, and pulling insurance benefits.
Sales Consultant/Front Desk Lead
Fitness Connection
Austin, TX
09.2019 - 10.2021
- Selling and upgrading of memberships
- Excelled in up selling supplements to fit members individual needs
- Trained and supervised employees on gym policies and procedures.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Developed and implemented strategies to streamline gym operations.
- Completed inventory to keep records current and promote accurate ordering.
Manager
Olive Garden
Austin, TX
04.2015 - 09.2019
- Cultivated positive rapport with mangers and staff to boost company morale and promote employee retention.
- Set KPI's for employees in all departments to drive company success and strengthen motivation.
- Accomplished multiple tasks within established time frames.
- Resolved staff member and guests conflicts with a professional demeanor and actively listening to concerns and finding appropriate solutions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Liaised and built rapport with sales reps as LBO (lobby, bar and off premise) Manager to maintain accurate ordering and inventory control.
Receptionist and Technician
Advanced Vision Care
Victoria, TX
09.2007 - 07.2010
- Greeted and managed office logistics by scheduling appointments, maintaining files and collecting payments. Opening and closing procedures.
- Performed a variety of visual testing (Visual fields, visual acuities, refraction, depth perception, color vision, pachymetry, pressures, and photos)
- Trained patients with insertion and removal of contact lenses and went over care and wear schedule
- Assisted with dilating patients or using eye medications when directed by optometrist.
- Assisted Office manager with medical and vision insurance verification, claim submissions, billing, and scheduling patient referrals for surgeries.
- Data entry to transition to EMR and other office tasks assigned by office manager.
Education
Memorial High School
Victoria, TX07.2009
Skills
- Excellent verbal and written communication skills
- Self-motivated with strong work ethic and timeliness
- Willingness to learn
- Detail Oriented
- Works well in team environment and independently
- Inventory management
- Multitasking
- Proficient with computers
- Punctual
- Team supervision
- Customer Service-Driven
Timeline
Team Leader
LensCrafters
06.2023 - Current
Contact Lens Technician/Optician
Texan Eye
11.2021 - 06.2023
Sales Consultant/Front Desk Lead
Fitness Connection
09.2019 - 10.2021
Manager
Olive Garden
04.2015 - 09.2019
Receptionist and Technician
Advanced Vision Care
09.2007 - 07.2010
Memorial High School