Victoria Velasco

Front Desk:

• Handled sensitive guest complaints with discretion and professionalism, working towards a speedy resolution that maintained positive relationships with valued clientele.
• Processed payments accurately while adhering to data security protocols, safeguarding sensitive customer information from unauthorized access or misuse.
• Provided valuable feedback on guest preferences or trends observed during daily interactions, helping inform future marketing or service improvement initiatives.
• Kept a well-maintained front desk area, creating an inviting atmosphere for guests upon arrival and throughout their stay.
• Improved customer satisfaction by efficiently handling front desk operations and addressing guest concerns promptly.
• Conducted regular audits of reservations and billing systems, ensuring accuracy in record-keeping and minimizing errors.
• Assisted management with administrative tasks, improving office organization and productivity levels.
• Maintained clean and organized front desk areas to uphold polished company image.

Contact Lens Coordinator:

• Maintained accurate inventory records for supplies, streamlining the ordering process and reducing costs associated with overstocking items.
• Resolved customer problems and complaints.
• Collected credit card/CareCredit/Sunbit payments, processed transactions and updated relevant records.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
• Compiled information from files and research to satisfy information requests.
• Maintained a high level of product knowledge, staying current with the latest advancements in contact lens technology.
• Assisted patients in finding the most suitable contact lens solutions based on their individual preferences and lifestyle needs.
• Entered prescription data into computer and initiated new contact lens orders.
• Enhanced customer satisfaction through timely and accurate order processing for contact lenses.
• Troubleshot any issues related to contact lenses, resolving problems quickly to maintain client satisfaction levels.
• Ensured accurate record-keeping of patient information, maintaining confidentiality at all times while adhering to HIPAA regulations.
• Provided personalized consultations to educate patients on proper contact lens care and maintenance practices.
• Operated and worked with basic and advanced optical laboratory equipment, tools, supplies and materials.
• Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
• Filled and dispensed eyeglass prescriptions, fitting frames, lenses and contact lenses for comfort and convenience.
• Instructed patients on contact lens insertion and removal and lens care guidelines.
• Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
• Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
• Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
• Educated clients about how to adapt to, wear, and care for eyeglasses.
• Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.

(Added additional skills with our optical team because we were required to cross train in every department, so I'm versatile.)

• 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.
• Managed check-in and check-out procedures, verified patient information, and submitted lens orders.

• Maintained a clean and organized workspace, promoting a welcoming environment for customers.
• Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Processed customer orders and accurately handled payment transactions.
• Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
• Developed and managed relationships with customers to increase customer loyalty.
• Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
• Utilized POS system to handle customer cash and credit card transactions.
• Demonstrated versatility by cross-training in various departments throughout the store when required.

• Greeted customers entering store and responded promptly to customer needs.
• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Built relationships with customers to encourage repeat business.
• Stocked, tagged and displayed merchandise as required.
• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Provided backup support for other departments when needed, showcasing versatility within the retail environment.
• Handled cash with high accuracy and took care to check bills for fraud.
• Performed cash, card and check transactions to complete customer purchases.
• Operated cash register to record transactions accurately and efficiently.
• Assisted with new hire processing and existing training programs.
• Led team by answering complex customer questions and mentoring personnel one-on-one.