Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Borg

Gosnells,WA

Summary

Dynamic Optical Multi Site Manager with a proven track record at OPSM, excelling in operations management and productivity improvement. Skilled in enhancing team performance and customer satisfaction through effective communication and strategic decision-making. Achieved significant revenue growth by analyzing sales data trends, demonstrating strong problem-solving abilities and attention to detail.

Professional manager with strong background in overseeing multiple sites. Proven ability to lead teams, adapt to changing needs, and deliver consistent results. Known for fostering collaboration and driving performance in dynamic environments.

Overview

2026
2026
years of professional experience

Work History

Optical Multi Site Manager

OPSM
08.2024 - Current
  • Led cross-functional teams to achieve project milestones and deliver results on time and within budget.
  • Conducted regular audits to ensure compliance with regulations, safety standards, and company policies at each location.
  • Monitored site performance metrics closely, identifying areas for improvement and taking corrective actions as needed.
  • Optimised site layouts for improved workflow efficiency, resulting in faster processing times and higher customer satisfaction ratings.
  • Improved multi-site management efficiency by streamlining communication and collaboration between sites.
  • Maximised revenue generation by analysing sales data trends across various regions to identify new growth opportunities.
  • Collaborated with upper management to establish operational goals for each site while aligning with overall company objectives.
  • Developed and implemented site-specific strategies for enhanced performance, resulting in increased productivity across all locations.
  • Training of New management - approximately 4 new managers over 1 year

Optical Technician

OPSM
02.2023 - 08.2024
  • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
  • Delivered exceptional customer service by addressing concerns promptly and professionally, ensuring customer loyalty.
  • Contributed to team success with strong collaboration skills, participating in staff meetings and offering support when needed.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
  • Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
  • Reduced wait times by effectively scheduling appointments and managing patient flow within the office.
  • Ensured accuracy in billing practices by meticulously verifying insurance information for each patient encounter.
  • Increased sales by educating customers on lens options, frame styles, and overall eyewear benefits.
  • Demonstrated commitment to ongoing professional development through attendance at industry conferences, workshops, and seminars.
  • Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
  • Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
  • Achieved high levels of customer satisfaction through personalized attention to individual needs during frame selection.
  • Developed expertise in specialized tasks such as edging lenses, repairing frames, and adjusting eyewear for optimal fit and comfort.
  • Conducted thorough quality control checks on completed eyewear orders before dispensing them to patients.
  • Established a welcoming environment for patients by maintaining a professional appearance and demeanor throughout each workday.
  • Provided valuable feedback on product offerings and services, contributing to the continuous improvement of the optical practice.
  • Maintained up-to-date knowledge of industry trends and advancements in optical technology to provide informed recommendations to clients.
  • Facilitated seamless transitions between departments by coordinating effectively with other staff members involved in the patient care process.
  • Streamlined inventory management by organizing stock and maintaining accurate records of available products.
  • Improved workflow efficiency by maintaining and calibrating optical equipment regularly.
  • Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Maintained a clean work environment by adhering to established hygiene standards during all phases of the optical process.
  • Learned new catalog of items to present current options to patients.
  • Operated lensometers to orient and mark uncut lenses for eyeglasses.
  • Assisted optometrists with eye examinations, ensuring accurate results and a comfortable experience for patients.
  • Enhanced patient satisfaction by providing efficient and accurate optical services.
  • Supported company objectives with consistent performance meeting or exceeding sales targets on a regular basis.
  • Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
  • Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
  • Filled and dispensed eyeglass prescriptions, fitting frames, lenses and contact lenses for comfort and convenience.
  • Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
  • Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
  • Acquainted patients with procedures and explained purpose of testing to establish consent.
  • Collaborated with optometry staff to reach individual and team goals.
  • Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
  • Managed administrative duties with phone reception, appointment scheduling and payment processing.
  • Requested equipment and supplies, maintaining inventory to complete necessary repairs.
  • Performed scheduled and planned installation and maintenance duties.

Optical Lab Technician

Opticare
2018 - 2020
  • Ensured accurate order fulfillment with meticulous attention to detail throughout the lens creation process, from inputting prescriptions to final inspections.
  • Increased operational efficiency by cross-training in multiple roles, providing flexibility within the team during peak periods or staff absences.
  • Exceeded company benchmarks for product quality and consistency through rigorous adherence to established manufacturing standards.
  • Maintained high customer satisfaction with timely delivery of accurately produced prescription lenses.
  • Improved lens production quality by implementing advanced inspection techniques and maintaining clean work environments.
  • Reduced errors and rework by conducting thorough quality checks at multiple stages of the lens production process.
  • Minimized equipment downtime with proactive maintenance checks, troubleshooting issues as they arose to maintain efficient operations.
  • Continually sought opportunities to improve personal skills and knowledge, attending industry training sessions and applying new learning to daily tasks.
  • Stayed up-to-date on industry advancements, incorporating new technologies into daily practices to stay ahead of competitors in providing top-quality products.
  • Identified areas for improvement within laboratory processes, leading to increased accuracy and faster turnaround times for customer orders.
  • Demonstrated exceptional problem-solving skills when addressing unique customer requests or complex prescriptions, ensuring optimal outcomes for each client''s vision needs.
  • Reduced waste and saved resources by utilizing precise measurements and cutting techniques in the lens manufacturing process.
  • Streamlined inventory management by regularly updating stock levels, ensuring necessary materials were always available for production needs.
  • Assisted in training new lab technicians, sharing expertise to ensure consistent performance across the team.
  • Collaborated with team members to efficiently meet production goals.
  • Assembled eyeglass frames and lenses.
  • Mounted and secured lens blanks or optical lenses in holding tools or chucks of cutting, polishing or grinding machines.
  • Set up machines to polish, bevel or grind lenses, flats or other precision optical elements.
  • Cleaned finished lenses and eyeglasses using cloths and solvents.
  • Used specialized tools to repair and adjust eyeglasses.
  • Examined prescriptions, work orders or broken eyeglasses to determine specifications for lenses, contact lenses or other optical elements.
  • Shaped lenses appropriately for insertion into frames.
  • Provided patient education on proper use and care of lenses.

Optical Dispenser

Spectrum Family Eyecare
2012 - 2018
  • Skillfully handled customer complaints, resolving issues promptly and professionally to maintain client loyalty.
  • Provided support to store management by assisting with staff training, ensuring that new hires were knowledgeable of products and services offered.
  • Collaborated with optometrists to ensure accurate prescription fulfillment and optimal visual outcomes for customers.
  • Assisted coworkers with complex cases, sharing expertise in lens materials, coatings, tints, and other optical options available to suit specific requirements.
  • Enhanced sales performance by establishing rapport with customers and addressing their concerns effectively.
  • Educated clients on proper eyewear care techniques, prolonging the lifespan of their glasses or contact lenses.
  • Operated lensometers to orient and mark uncut lenses for eyeglasses.
  • Educated clients about how to adapt to, wear, and care for eyeglasses.
  • Helped clients try on and select new frames and recommended lens options to meet specific needs.
  • Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
  • Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.
  • Aided in selection of eyeglass frames based on customer preferences.
  • Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
  • Verified and updated patient records promptly to guarantee accurate prescription information.
  • Utilized advanced knowledge of ocular anatomy, physiology and optics to provide proper eyewear.
  • Confirmed quality control standards were met for all eyewear and contact lenses.
  • Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
  • Managed check-in and check-out procedures, verified patient information, and submitted lens orders.
  • Adjusted and repaired new and previously purchased frames to satisfy customer demands.
  • Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
  • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
  • Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
  • Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
  • Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
  • Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Learned new catalog of items to present current options to patients.

Customer Service Officer

Hoya Lens
03.2007 - 01.2011
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Assisted call-in customers with questions and orders.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
  • Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
  • Lens fitting of Rimless and Nylon frames
  • Sorting & Dispatching of orders to clients
  • Production of lenses - blocking of blanks, grinding of lenses, edging lenses, tinting of lenses

Education

No Degree - Cert IV Optical Dispensing

Leederville Tafe
Leederville, WA
01-2019

No Degree - Cert IV Competitive Manufactoring

Wiseman Institute Od Applied Learning
Welshpool, WA
01-2008

Skills

  • Operations management
  • Productivity improvement
  • Staff development
  • Sales management
  • Key performance indicators

Timeline

Optical Multi Site Manager

OPSM
08.2024 - Current

Optical Technician

OPSM
02.2023 - 08.2024

Customer Service Officer

Hoya Lens
03.2007 - 01.2011

Optical Lab Technician

Opticare
2018 - 2020

Optical Dispenser

Spectrum Family Eyecare
2012 - 2018

No Degree - Cert IV Optical Dispensing

Leederville Tafe

No Degree - Cert IV Competitive Manufactoring

Wiseman Institute Od Applied Learning

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Melissa Borg