Shannon Sutton

• Explained prescriptions, optical terminology, and products to customers.
• Enforced HR policies and procedures to continually meet customer expectations and promote store productivity increasing sales by 10%.
• Checked finished eye wear to maintain optical standards, customer requirements, and special requests.
• Supervised and managed 4 opticians, 3 doctors, and 3 lab technicians using feedback, constructive conversations, and leading daily activities on sales floor.
• Collaborated with Asst. Manager to plan staff schedules and determine hiring needs.
• Boosted team with engagement and workplace satisfaction using managerial and motivational skills.
• Recorded measurements, adjusted eye wear, and made changes based on customer feedback.
• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
• Managed check-in and check-out procedures of all appointments, verified patient information and submitted lens orders.
• Educated clients about how to adapt to, wear and care for eyeglasses.
• Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
• Conducted initial patient tests such as pressure evaluations, acuity assessments and autorefraction evaluations.
• Helped clients try on and select new frames and recommended lens options to meet specific needs.
• Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.
• Monitored general store systems, inventory databases, and operations to quickly identify and resolve issues or concerns.

• 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.
• Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
• Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
• Set up attractive displays, shared current promotions and offered excellent customer service to increase satisfaction.
• Measured patients' faces for bridge, eye size and temple length to select comfortable frames.
• Operated lensometers to orient and mark uncut lenses for eyeglasses.
• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
• Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat.
• Discussed optimal lens, coating and frame recommendations with customers to meet individual needs.
• Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.
• Prepared work orders outlining all specifications for new lenses and frames.
• Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
• Helped clients try on and select new frames and recommended lens options to meet specific needs.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Collected room deposits, fees and payments.
• Monitored office supplies by checking inventory and placing orders.
• Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
• Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
• Referred and screened patients to make best use of resources, triage staff and serve community members.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Maintained current and accurate medical records for patients.
• Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
• Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
• Supported office staff and operational requirements with administrative tasks.

• Entered title and vehicle information into database.
• Received and processed paperwork for titles, new license plates and renewals.
• Prepared tax and title documents to submit legal transfer work to DMV.
• Organized and prepared tax and title documents to transfer ownership of property.
• Contacted IN and IL Motor Vehicle Department's to determine status of pending titles.
• Communicated with customers to resolve common title issues.
• Used Xerox machines and reader and printer machines to make, file and distribute copies of recorded documents.
• Calculated and remitted state sales tax, service and other charges.
• Maintained control log of vehicle certificates of origin and titles, using CVR and Cyberdrive IL.
• Processed payments for fines and fees, maintained accurate drawers, issued receipts and updated account balances.
• Stayed up-to-date on IN and IL laws and licensing requirements to complete accurate and efficient reviews.
• Informed customers by mail or telephone of additional steps needed to obtain licenses.
• Maintained fiscal records and accounts.
• Performed routine data entry or document management.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Administered drive examinations.
• Administered tests for various licenses and completed transactions for issuing of permits.
• Maintained 99% accuracy rate on transactions while providing fast and efficient service.
• Filing, scanning, and copying of customer information.
• Cash management of individual drawer.
• Entered title and vehicle information into database.
• Received and processed paperwork for titles, new license plates and renewals.
• Communicated with customers to resolve common title issues.