Yadira Villafane
Santa Ana, CA 92703-3862,CA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Detail-oriented Assistant Manager offers more than 10-year progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Orange County Urology Associates
Huntington Beach, CA
12.2022 - Current
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Assisted with scheduling appointments for clients and visitors.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
- Coordinated travel arrangements for employees and visitors when required.
- Updated customer information in databases regularly to ensure accuracy of records.
- Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Greeted visitors to provide information and direct to appropriate personnel.
- Explained policies and procedures to visitors.
- Completed basic bookkeeping and document filing.
- Scheduled appointments and maintained and updated appointment calendars.
Assistant Manager
National Vision Center
Anaheim, CA
10.2012 - 12.2022
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Communicated regularly with customers to gain insights into their needs.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Delegated daily tasks to team members to optimize group productivity.
- Ensured compliance with safety regulations and company policies.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Resolved conflicts between team members in an effective manner.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Completed inventory audits to identify losses and project demand.
- Collaborated with management on developing strategic plans for achieving business goals.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created reports on sales trends, inventory levels, and financial data.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Optician
LensCrafters
Santa Ana, CA
08.2004 - 08.2008
- Investigated and resolved customer complaints and adjusted and repaired customer eyewear.
- Stocked and restocked merchandise, maintained inventory, cleaned and straightened displays and entire store and processed defective, spoiled and cannibalized frames.
- Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.
- Inspected finished eyeglasses to conform to company's quality check process and verified proper fit to customer satisfaction.
- Sold and recommended eyewear products, merchandise and services in retail and clinical settings in order to drive company revenue and meet customer needs.
- Maintained accurate records of all transactions in computer system.
- Assisted customers with selecting frames and lenses that best suited their needs.
- Calculated measurements for eyewear using optical measuring devices.
- Greeted patients warmly upon arrival at office or store location.
- Telephoned appointment-holders on day before to confirm times, contacted no-shows, obtained insurance pre-authorization and notified patients upon eyewear availability.
- Provided information on lens types, frame styles and materials, lens coatings, and accessories.
- Assisted patients and customers with choice of frames to best fit budgetary requirements and style preferences.
- Instructed patients on insertion, removal, cleaning, care and proper handling of contact lenses.
- Inspected completed eyeglasses to ensure accuracy before releasing them to patients.
- Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt.
- Processed payments for products purchased by customers.
- Dispensed contact lenses upon completion of fitting process.
- Adjusted eyewear for proper fit and comfort level.
- Explained the benefits of various types of eyewear protection options such as anti-glare coating or UV protection.
- Repaired broken frames using specialty tools and equipment.
- Demonstrated how to insert, remove, and care for contact lenses.
- Monitored patient progress while wearing new lenses or frames.
- Educated patients about proper use of corrective eyewear, lifestyle habits, diet, exercise, which can affect vision health.
- Conducted follow-up calls to ensure customer satisfaction with purchase.
- Submitted patient insurance forms and managed simple bookkeeping.
- Recommended specific lenses, coatings and frames to suit individual client needs.
- Maintained records of prescriptions, orders and payments.
- Instructed customers on how to care for, insert and remove contact lenses.
Education
Psychology
Irvine College
Irvine, CASkills
- Cash Handling
- Supply Management
- Inventory Control
- Correspondence Typing
- Cost Reduction
- Recruiting and Interviewing
- Employee Scheduling
- Sales Monitoring
- Product and Service Knowledge
- Employee Performance Evaluations
- Operations Management
- Task Delegation
- Project Management Abilities
- Policy Enforcement
- Employee Performance Evaluation
- Display Building
- Order Preparation
- Insurance Billing
- Insurance Verification
- Product Upselling
- Transaction Processing
- Retail Sales
- Customer Service
- Optical Needs Assessment
Languages
Spanish
Professional
Certification
- CERTIFIED OPTOMETRIC
Technician, National Vision
Timeline
Front Desk Receptionist
Orange County Urology Associates
12.2022 - Current
Assistant Manager
National Vision Center
10.2012 - 12.2022
Optician
LensCrafters
08.2004 - 08.2008
Psychology
Irvine College
- CERTIFIED OPTOMETRIC
Technician, National Vision
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