Janine Thomas
Riverhills,QLD
Summary
Dynamic customer service professional with 30 years experience in both face to face and over the phone interactions. I am a good communicator with proven inter personal skills and am used to working in a team whilst also being capable of using own initiative. I am skilled In dealing with problems in a resourceful manner and negotiating to achieve beneficial agreement. I am always enthusiastic to learn and undertake new challenges.
Overview
31
31
years of professional experience
Work History
Store Manager
LENSPRO AUSTRALIA
03.2012 - Current
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Optical Receptionist
NICHOLAS VASSILOU OPTOMETRIST
01.2011 - 01.2012
- Increased customer satisfaction by promptly addressing inquiries or concerns related to eye care products and services.
- Supported optical sales team by providing product knowledge, offering recommendations, and assisting with inventory management.
- Developed strong relationships with patients, leading to increased loyalty and repeat business.
- Managed incoming phone calls professionally, ensuring accurate message taking and prompt response times.
- Improved office efficiency by accurately maintaining patient records and updating information as needed.
Optical Recruitment Officer
HEALTHWISE RECRUITMENT
01.2010 - 01.2011
- Recruiting Optometrists and Dispensers for practices- Australia wide
- Reduced time-to-fill for open positions by proactively cultivating a robust talent pipeline through various sourcing techniques.
- Evaluated applicant qualifications against position requirements, identifying top candidates for further consideration by hiring managers.
- Managed offer negotiation process between candidates and hiring managers, securing mutually beneficial agreements that contributed to long-term employee satisfaction levels.
- Conducted thorough pre-employment screenings, including reference checks, background verifications, and skills assessments, ensuring compliance with all legal regulations and company policies.
Optical Dispenser
GRANVILLE OPTICAL
01.2007 - 01.2008
- Improved customer satisfaction by providing personalized eye wear recommendations based on individual needs and preferences.
- Enhanced sales performance by establishing rapport with customers and addressing their concerns effectively.
- Provided exceptional customer service, consistently receiving positive feedback from clients regarding their shopping experience.
- Collaborated with optometrists to ensure accurate prescription and optimal visual outcomes for customers.
- Handled customer complaints, resolving issues promptly and professionally to maintain client loyalty.
Store Manager
OPSM
01.1993 - 01.2007
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
Cert IV - Optical Dispensing
OTEN
Sydney, NSWSkills
- Customer Service Management
- Multitasking and Organization
- Outstanding Communication Skills
- Problem-Solving
- Decision Making
- Work Planning and Prioritization
Awards Education Training
- Cert IV Optical Dispensing Qualification
- High Achiever – chosen one of the top 25 Managers in the country (out of 700)
- Won an award for the best new manager
- Won an award for best sales training
- Situational Leadership
- Interview Skill Training
- Certificate in Coaching Skills
- Bridging the Performance Gap
- Staff Performance Appraisal Training
- Optical Skills Training
- Customer Service Skills
- Wastage 5:25 Pilot Training
- Interviewing the Client (Recruitment Course)
References
AVAILABLE ON REQUEST
Timeline
Store Manager
LENSPRO AUSTRALIA
03.2012 - Current
Optical Receptionist
NICHOLAS VASSILOU OPTOMETRIST
01.2011 - 01.2012
Optical Recruitment Officer
HEALTHWISE RECRUITMENT
01.2010 - 01.2011
Optical Dispenser
GRANVILLE OPTICAL
01.2007 - 01.2008
Store Manager
OPSM
01.1993 - 01.2007
Cert IV - Optical Dispensing
OTEN
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