Mikaela Bartlam
Wulkuraka
Summary
Dynamic and results-oriented professional with extensive experience in customer service and support roles, notably at Tokai Optical Australia. Excelled in training and mentoring, leveraging empathy and technical expertise to enhance customer satisfaction and operational efficiency. Proven track record in fostering customer loyalty and implementing process improvements, demonstrating exceptional collaborative and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Support Specialist
Tokai Optical Australia
09.2019 - 12.2024
- Delivered exceptional customer service via phone and email, ensuring timely and effective issue resolution
- Performed technical duties such as ordering and glazing eyewear, maintaining accurate stock levels, and providing product and sales expertise
- Represented the company at Optical Fairs and conferences
- Collated customer feedback to ensure sufficient support and resources
- Fostering industry relationships and staying up-to-date on industry trends
- Light bookkeeping duties
- Contacted customers regarding unpaid and underpaid accounts to resolve any issues
- Analysed sales reports to better understand trends and requirements
- Developed and implemented office protocols, processes, and procedures to drive operational efficiency and scalability
- Created training resources, for staff and clients, conducted training sessions, and mentored new employees to ensure a seamless transfer of knowledge
- Managed high-priority inquiries with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Experience with Word, Excel and PowerPoint and various optical software
- Created user accounts and assigned permissions.
- Improved customer retention with empathetic and efficient handling of inquiries
- Collaborated with development team to report bugs and suggest improvements, leading to more reliable software releases.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Implemented various recycling programs to reduce waste
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
Optical Dispenser
LensPro Booval Fair
10.2010 - 09.2019
- Skillfully handled customer complaints, resolving issues promptly and professionally to maintain client loyalty.
- Collaborated with optometrists to ensure accurate prescription fulfillment and optimal visual outcomes for customers.
- 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.
- Educated clients on proper eyewear care techniques, prolonging the lifespan of their glasses or contact lenses.
- Assisted coworkers with complex cases, sharing expertise in lens materials, coatings, tints, and other optical options available to suit specific requirements.
- Provided support to store management by assisting with staff training, ensuring that new hires were knowledgeable of products and services offered.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Enhanced sales performance by establishing rapport with customers and addressing their concerns effectively.
- Managed appointment scheduling efficiently while minimizing wait times for customers seeking consultations or adjustments.
- Helped clients try on and select new frames and recommended lens options to meet specific needs.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Learned new catalog of items to present current options to patients.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands and proper frame alignment.
- Performed Visual Field testing for patients and attended many school vision screenings
- Provided exceptional customer service, consistently receiving positive feedback from clients regarding their shopping experience.
- Achieved a high rate of repeat business through diligent relationship-building efforts with patients and clients alike.
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Assisted in inventory management, conducting regular stock checks and updating the database accordingly.
Education
High School Diploma -
Lowood High School
Lowood, QLD11-2003
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Training and coaching
- Empathy and patience
- Collaborative team player
Timeline
Support Specialist
Tokai Optical Australia
09.2019 - 12.2024
Optical Dispenser
LensPro Booval Fair
10.2010 - 09.2019
High School Diploma -
Lowood High School
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