Tiffany Matanane
ODESSA,FL
Summary
Dynamic leader with a proven track record at National Vision, adept in operations management and team leadership. Excelled in enhancing customer loyalty and driving sales through strategic relationship building and staff development. Achieved significant improvements in customer satisfaction and team engagement, showcasing exceptional P&L management and customer relationship skills.
Overview
13
13
years of professional experience
Work History
General Manager
National Vision
03.2021 - Current
- Cultivated strong relationships with customers and associates, to ensure long-term loyalty and retention.
- Analyzed performance, created action plans in order to controlled costs, drive sales, and protect the brand
- Improved customer satisfaction by providing personalized optical solutions and high-quality customer service.
- Coordinated staff schedules to maintain adequate coverage during peak hours, ensuring prompt and efficient service for all patients.
- Conducted regular performance evaluations for staff members, fostering professional growth and development within the team.
- Boosted team engagement and workplace satisfaction using managerial and motivational skills.
- Resolved escalated customer issues promptly and professionally, maintaining a positive brand reputation within the community.
- Enhanced store appearance by maintaining a clean, organized, and visually appealing environment.
- Supervised and managed opticians using feedback, constructive conversations and leading daily activities on sales floor.
Eyeglass Manager
National Vision
03.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Licensed Optician - Third Key
Visionworks
08.2020 - 03.2021
- Contributed to a positive work environment by collaborating effectively with team members and demonstrating strong problem-solving abilities.
- Ensured compliance with state regulations by maintaining up-to-date licensure as a Licensed Optician.
- Enhanced customer satisfaction by providing personalized optical care and recommending suitable products.
- Increased sales through expert knowledge of lens types, materials, and coatings for various customer needs.
- Exceeded sales targets consistently by utilizing excellent communication skills and product knowledge expertise when assisting customers.
EyeCare Supervisor
LensCrafters
08.2011 - 07.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Conducted thorough pre-testing for optometrist examinations, leading to more accurate diagnoses and treatment plans.
- Processed insurance claims accurately and efficiently, maximizing reimbursements for the practice.
- Collaborated with the optical team to meet monthly sales targets, driving business growth.
- Provided excellent customer service by addressing inquiries and resolving issues promptly, promoting customer loyalty.
- Trained new team members on office procedures and equipment usage, fostering a positive work environment and increased productivity levels.
- Managed administrative duties with phone reception, appointment scheduling and payment processing.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
Education
Associate of Science - Opticianry
Hillsborough Community College
Tampa, FL 05.2001 -
Skills
Operations Management
Customer Relationship Management
Team Leadership
Succession Planning
Relationship Building
P&L Management
Staff Training and Development
Languages
Spanish
Limited Working
Timeline
General Manager
National Vision
03.2021 - Current
Eyeglass Manager
National Vision
03.2021 - Current
Licensed Optician - Third Key
Visionworks
08.2020 - 03.2021
EyeCare Supervisor
LensCrafters
08.2011 - 07.2020
Associate of Science - Opticianry
Hillsborough Community College
05.2001 -
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