Orran Diaz

Responsibilities:

• Greeted patients warmly upon arrival at office or store location.
• Calculated measurements for eyewear using optical measuring devices.
• Repaired broken frames using specialty tools and equipment.
• Ordered stock from suppliers based on customer orders.
• Participated in continuing education courses related to optometry technology advances.
• Processed payments for products purchased by customers.
• Inspected completed eyeglasses to ensure accuracy before releasing them to patients.
• Provided recommendations on eye care products including cleaning solutions and lens cases.
• Assisted customers with selecting frames and lenses that best suited their needs.
• Adjusted eyewear for proper fit and comfort level.
• Provided information on lens types, frame styles and materials, lens coatings, and accessories.
• Organized inventory according to product type and manufacturer specifications.
• Investigated and resolved customer complaints and adjusted and repaired customer eyewear.
• Sold and recommended eyewear products, merchandise and services in retail and clinical settings in order to drive company revenue and meet customer needs.
• Assisted patients and customers with choice of frames to best fit budgetary requirements and style preferences.
• Submitted patient insurance forms and managed simple bookkeeping.
• Verified finished lenses ground to prescription specifications.
• Repaired and adjusted frames to meet customer needs.
• Pulled patient insurance information, placed corrective lenses orders and checked patients in and out of appointments.
• Checked finished lenses for conformance to order specifications, quality and customer needs.

• Maintain the lab area and equipment in a safe and organized manner
• Manage the lab team to meet all production goals and objectives
• Perform daily, weekly and monthly lab equipment maintenance as scheduled and in accordance with lab/equipment manual specifications
• Identify and solve problems, and facilitate problem solving among the team
• Prioritize work load to meet changing priorities and deadlines
• Correctly and completely fill out all assigned reporting forms in a timely manner
• Correctly read and interpret prescription specifications and input into computer properly to ensure lenses are cut properly
• Ability to work independently as well as in tandem with peers to produce quality work while adhering to job flow schedule and maintaining several different work stations
• Maintain acceptable levels of workmanship and quality (pass the majority of final inspections) of all finished jobs coming out of the lab
• Consistently adhere to hourly deadlines for finishing jobs
• Must possess time management skills
• Excellent written and verbal communication skills
• Active listening skills

• Ensure precise measurements, fitting, and execution of eyewear adjustments to meet optical standards and customer preferences.
• Demonstrate extensive product knowledge, describing lens features and frame benefits accurately.
• Collaborate with team to deliver exceptional customer service throughout the shopping experience.
• Consult on prescriptions and assist customers in selecting glasses tailored to their style and needs.
• Innovate and implement best practices for sales and customer service.
• Act as a brand ambassador to promote company values and mission.
• Lead and develop a team of Opticians through feedback, coaching, and ongoing training.
• Maintain high service standards, implementing retail programs to enhance customer loyalty and engagement.
• Report to Store Leader, anticipating staffing needs and overseeing Optician Apprentice Program.
• Stay updated on HR policies to foster a productive and safe store culture, boosting employee engagement and satisfaction.

• Managed in house optical lab
• Provided exceptional customer service
• Ordered and tracked jobs daily and ensured prompt accurate promised times
• Played a role in helping with the prescreening of patients
• Delivered one-hour service
• Organized and maintained appointment calendar for clients
• Ensured smooth functioning of office by handling opening and closing tasks on a regular basis.
• Performed eyewear dispenses, adjustments, and repairs
• Provided guidance to patients in selecting suitable eyewear that met their specific needs.
• Entered insurance/authorizations claims; i.e. Davis, VSP, Eye Med, Eyefinity
• Managed the reconciliation of defective product accounts on a monthly basis.

• Ensured effective management and performance evaluation of lab personnel.
• Maintained cleanliness and functionality of finish lab.
• Collaborated with General Manager to identify staffing issues and enhance customer experience.
• Executed routine maintenance duties at different intervals (daily, weekly, and quarterly).
• Used the Lab Take 5 model to track the trend of weekly lab production of all 4 finish labs
• Assisted in the layout and installation of lab equipment systems; i.e. 4T tracer, 3BX Blocker and 7E Satisloh dry edger
• Enhanced customer service through effective communication with retail staff about Rx recommendations and limitations.
• Implemented a weekly recap binder for remakes and refits to more effectively tackle training and machine concerns
• Developed and drafted the comprehensive Visionworks Policy and Procedures Manual.
• Assisted with lab/retail reorganization and evaluated the effectiveness of current systems; i.e. Eyewear dispense, customer notifications, job management and lensometry certification
• Handled tasks related to eyewear dispense, adjustments, and repairs
• Conducted interviews and made hiring recommendations
• Served as a liaison between customers and on-staff Doctors to address and resolve acuity issues or complaints.
• Enhanced lab productivity by implementing an efficient workflow system

• Directed, supervised and evaluated lab employees
• Introduced the rebranding material and make sure all lab associates were committed to providing top tier eyewear in a timely manner
• Implemented the Lab Take 5 model in each store to track the trend of lab production
• Involved in the set up of new stores in the Houston market including installations of Satisloh and Gerber Coburn equipment for full service labs
• Ensured adherence to company lab standards resulting in consistent attainment of one-hour completion time, high promised percentage rates, optimal job efficiency with minimization of remakes and retransmits.
• Streamlined operations and facilitated growth by overseeing a team of 6 full service labs with 14 lab employees
• Worked alongside fellow DTMs to proactively troubleshoot and resolve any machinery issues, guaranteeing timely production of patient eyewear within a 24-hour timeframe.
• Assessed the effectiveness of staff, systems, and equipment through quarterly Quality Lab Visits.
• Conducted routine quality audits for eyewear manufacturing in full service labs, ensuring compliance with company standards.
• Collaborated with General Managers to facilitate annual employee appraisals.
• Directly supervised and evaluated lab employees
• Maintained a clean and fully functional full service lab
• Handled tasks related to opening and closing
• Executed routine maintenance duties at varying intervals such as daily, weekly, and quarterly
• Managed and organized lens stock
• Managed the hiring and certification process for lab associates, promoting them from Lab Apprentice to Lead Lab Technicians
• Partnered with retail staff on a daily basis to ensure quality eyewear
• Maintained and worked within a monthly lab budget
• Manufactured eyewear consistently and efficiently
• Maintained inventory accuracy through regular audits
• Refurbished Step-One Lite blocker
• Refurbished Gerber-Coburn 5056 cylinder machines
• Effectively resolved all machine and staffing issues
• Stayed updated on revolving lens options and company-required rollouts like Trivex, My Focal, Hoya, and Essilor lenses.