Rebecca Lockhart
The Villages,FL
Summary
Skilled Optometric Technician and Customer Service Representative, adept in optometric equipment operation and customer relations, significantly enhanced patient satisfaction at America's Best Contacts And Glasses. Leveraged critical thinking and problem-solving abilities to streamline operations, boosting efficiency. Excelled in patient assessment and conflict resolution, contributing to a positive and efficient work environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Optometric Technician
America's Best Contacts And Glasses
05.2022 - 06.2023
- Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Maintained clean and organized examination rooms, adhering to strict sanitation standards for optimal patient safety.
- Provided exceptional customer service, addressing patient inquiries professionally and courteously both in-person and over the phone.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback for continuous improvement.
- Gathered patient histories, took measurements and completed diagnostic tests as part of detailed ophthalmic evaluations.
- Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction.
- Cleaned or sterilized ophthalmic or surgical instruments.
- Directed patients to exam rooms for initial evaluations and intake to aide physicians with carrying out efficient appointments.
Customer Service Representative
HSN
06.2007 - 08.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Bachelor of Science - Special Education
Western Governors University
Salt Lake City, UTSkills
- Visual field testing
- Appointment Scheduling
- Glaucoma screening
- Diagnostic Imaging
- Optometric Equipment Operation
- Patient testing
- Color vision testing
- Refraction techniques
- Visual acuity testing
- Customer service abilities
- Patient Assessment
- Color vision assessment
- Data Entry
- Critical Thinking
- Active Listening
- Problem-solving abilities
- Customer Service
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Professional telephone demeanor
- Call Management
- Order Processing
Certification
- Optometric Technician Certification, National Vision - Level 1
- Optometric Technician Certification, National Vision - Level 2
Timeline
Optometric Technician
America's Best Contacts And Glasses
05.2022 - 06.2023
Customer Service Representative
HSN
06.2007 - 08.2013
Bachelor of Science - Special Education
Western Governors University
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