optical manager resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Seasoned Optical Manager offering over 21 years of experience and unparalleled dedication to customer satisfaction. Knowledgeable about prescriptions, sales promotions, insurance practices and work order requirements. Successful at building loyal relationships with customers, meeting unique needs and managing dynamic requirements in busy office settings. Excellent reputation for resolving problems and improving customer satisfaction. Proficient eye care professional experienced in taking facial measurements, discussing lenses and submitting accurate work orders. Multitasks effectively to handle different needs of multiple clients with speed and accuracy. Excellent communication and conflict resolution skills. Assists customers in making choices that meet vocational, lifestyle and personal needs.

  • Insurance approvals
  • Written Communication
  • Leadership
  • Customer service
  • Good listening skills
  • Decision Making
  • Interdepartmental Functions Coordination
  • Operational Records Maintenance
  • Process Implementation
  • HIPAA Guidelines
  • Compassion
  • Computer skills
  • Data management
  • Adaptability
Work History
10/2014 to 03/2020
Optical Manager Kaiser Permanente Long Beach, CA,
    • Collaborated with store manager to maintain daily operations.
    • Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
    • Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
    • Established and tracked quality department goals and objectives.
    • Monitored staff organization and suggested improvements to daily functionality.
    • Resolved issues with product development from inception through post-commercialization processes.
    • Designed processes to increase efficiency by minimizing error and reducing repetitive tasks.
    • Provided primary customer support to internal and external customers in fast-paced environment.
    • Communicated with vendors regarding back order availability, future inventory and special orders.
    • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
    • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
    • Boosted sales revenue by skillfully promoting diverse eyeglass and frame options.
    • Filed claims with vision and medical insurance companies to garner payment for optical services.
    • Assisted with insurance questions, eligibility and prior authorizations of medications and glasses.
    • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
    • Observed strict procedures to protect sensitive patient information, including medical records and payment data.
    • Verified client information by analyzing existing evidence on file.
    • Made contact with insurance carriers to discuss policies and individual patient benefits.
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
    • Demonstrated items to customers and created customer awareness, interest and sales.
    • Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
    • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
    • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
    • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
    • Maintained accurate and current customer account data with manual forms processing and digital information updates.
    • Conferred with customers about concerns with products or services to resolve problems and drive sales.
    • Oversaw optician apprentice program to teach upcoming professionals valuable skills with real-world applications
    • Enforced HR policies and procedures to continually meet customer expectations and promote store productivity
    • Supervised and managed opticians using feedback, constructive conversations, and leading daily activities on sales floor
06/2011 to 08/2014
Optician Virginia Mason Kirkland, WA,
    • Filed claims with vision and medical insurance companies to garner payment for optical services.
    • Operated lensometers to orient and mark uncut lenses for eyeglasses.
    • Instructed patients on proper insertion, removal and cleaning techniques for contact lenses.
    • Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
    • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
    • Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
    • Calibrated seg heights, vertex and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
    • Adjusted and repaired new and previously purchased frames to satisfy customer demands.
    • Educated clients about how to adapt to, wear and care for eyeglasses.
    • Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.
    • Managed check-in and check-out procedures, verified patient information and submitted lens orders.
    • Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
    • Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
    • Prepared work orders outlining all specifications for new lenses and frames.
    • Set up attractive displays, shared current promotions and offered excellent customer service to increase satisfaction.
    • Discussed optimal lens, coating and frame recommendations with customers to meet individual needs.
    • Educated patients of all ages on proper care and transportation of spectacles
03/1998 to 02/2011
Optician/Lab Technician Supervisor Stein Optical City, STATE,
    • Balanced and organized cash register by handling cash, counting change and storing coupons.
    • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
    • Fielded questions and solved problems by informing customers of current promotions and store policies.
    • Used POS system to process sales, returns, online orders and gift card activations.
    • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
    • Skilled using cash register, including processing sales discounts and refunds.
    • Trained in loss prevention, visual merchandising and general sales skills.
    • Prioritized helping customers over completing other routine tasks in store.
    • Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior. Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction. Used consultative sales approach to understand customer needs and recommend relevant offerings.
    • Up-sold and cross-sold products effectively, driving sales and increasing revenue.
    • Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
    • Cultivated customer loyalty, promoted repeat customers and improved sales.
    • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
    • Answered questions about store policies and concerns to support positive customer experiences.
    • Provided excellent customer service to cultivate loyalty and satisfaction.
    • Offered advice and assistance to customers, paying attention to special needs or wants.
    • Employed strategic tactics such as cross-selling and upselling to drive sales
    • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
    • Increased sales by offering advice on purchases and promoting additional products.
Expected in to to
No Degree: General Studies
Waukesha County Technical College - Pewaukee, WI
Expected in 06/1999 to to
High School Diploma:
Muskego High School - Muskego, WI

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Resume Overview

School Attended

  • Waukesha County Technical College
  • Muskego High School

Job Titles Held:

  • Optical Manager
  • Optician
  • Optician/Lab Technician Supervisor


  • No Degree
  • High School Diploma

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