Sally Fitzell
Wollongong,Australia
Summary
Service-oriented professional with 20 years of experience in fast-paced, regulated environments. Skilled in managing complex inquiries, resolving issues, and maintaining accurate records across multiple systems. Strong administrative and customer service capabilities, dedicated to enhancing public support and engagement.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Optical Dispenser/Administration Coordinator
Vision on Kembla Optometry
Wollongong
04.2026 - Current
- Assisted customers in selecting appropriate eyewear based on their needs.
- Measured and fitted glasses to ensure proper alignment and comfort.
- Explained lens options and coatings to enhance customer understanding.
- Provided exceptional customer service to enhance client satisfaction.
- Collaborated with optometrists to address patient-specific eyewear requirements.
- Educated customers on the various lens options available and recommended appropriate lenses based on individual needs.
- Provided technical advice related to optical products including sunglasses, safety glasses and other vision care items.
- Managed inventory levels of frames and lenses to ensure adequate supply for customer demand.
- Operated optical dispensing software for order processing and tracking.
- Managed daily operations including opening and closing procedures and ensuring store cleanliness.
- Developed marketing strategies that drove customer engagement and increased revenue opportunities.
- Coordinate invoicing for the store & expense payments with the Store Director.
Receptionist
Dapto Foot Clinic
09.2025 - 02.2026
- Served as first point of contact for patients and customers, delivering clear, accurate, and empathetic information in person, by phone, and via digital channels to enhance patient experience
- Managed appointments, medical records, emails, and administrative tasks to ensure seamless service delivery and adherence to policies and procedures
- Coordinated services and assisted patients in accessing supports while fostering a professional, inclusive, and accessible environment for all
Leading Dispenser / Duty Manager
OPSM - Wollongong & Miranda
10.2023 - 08.2025
- Responded to client enquiries, complaints, and feedback in person, by phone, and via email, ensuring alignment with organisational policies and enhancing client satisfaction
- Managed appointments and client records while performing high-volume data entry across electronic systems, maintaining accuracy and confidentiality to support efficient operations
- Collaborated with staff to support day-to-day operations, consistently meeting service targets and adhering to compliance standards
Client Solutions Specialist
Insignia Financial - Wollongong
12.2021 - 09.2023
- Provided frontline support in high-volume contact centre, effectively addressing complex enquiries with accuracy and empathy
- Utilized multiple business systems to record client information, ensuring compliance with legislative and organisational requirements
- Triaged, resolved, and escalated client matters using structured workflows.
Assistant Store Manager / Acting Store Manager
Oscar Wylee - Miranda & Shellharbour
01.2021 - 11.2021
- Led frontline service delivery, addressing enquiries, complaints, and feedback across in-person, phone, and digital channels to enhance customer satisfaction
- Coordinated appointments and staff rosters, ensuring efficient service delivery while maintaining accurate records and compliance with transactional standards
- Supported team through supervision and coaching, implementing operational procedures to strengthen team effectiveness
Optical Assistant / Qualified Optical Dispenser
Specsavers - Multiple Locations across Sydney and Illawarra
10.2016 - 01.2021
- Delivered client-centred assistance, addressing diverse needs in fast-paced service environment
- Coordinated bookings, client files, and data entry across multiple systems, ensuring accuracy and accessibility
- Collaborated to resolve enquiries and meet client demands while ensuring compliance
Concierge / Optical Assistant
BUPA - George Street
04.2014 - 10.2016
- Provided customer support in health services, responding to enquiries and guiding clients through services and appointments
- Maintained accurate records to ensure administrative and organisational compliance
- Greeted and assisted guests with inquiries and requests promptly.
- Coordinated transportation arrangements for clients ensuring timely service.
- Managed booking systems for reservations and events efficiently.
Customer Service, Supervision & Administration
Earlier Roles - David Jones | Peter's of Kensington
Education
Certificate IV - Optical Dispensing
Australasian College of Optical Dispensing
02.2018 - 03.2019
Certificate III - Retail Supervision
Ultimo TAFE
01.2005 - 12.2006
Tertiary Preparation Certificate -
North Sydney Institute of TAFE
01.2001 - 12.2001
Some College (No Degree) -
Barker College
Hornsby 01.2000 - 12.2000
Some College (No Degree) -
Roseville College
Roseville 01.1996 - 01.1999
Skills
- Optical product knowledge
- Appointment scheduling
- Frontline customer support
- Enquiry resolution
- Complaint handling
- Health coordination
- Customer relationship management
- Coordinating services
- Compliance management
- Working within policies
- Working within procedures
- High attention to detail
- Accuracy
- Ability to manage competing priorities
- Team collaboration
- Stakeholder engagement
- Clear communication
- Empathetic communication
- Communication and interpersonal skills
Timeline
Optical Dispenser/Administration Coordinator
Vision on Kembla Optometry
04.2026 - Current
Receptionist
Dapto Foot Clinic
09.2025 - 02.2026
Leading Dispenser / Duty Manager
OPSM - Wollongong & Miranda
10.2023 - 08.2025
Client Solutions Specialist
Insignia Financial - Wollongong
12.2021 - 09.2023
Assistant Store Manager / Acting Store Manager
Oscar Wylee - Miranda & Shellharbour
01.2021 - 11.2021
Certificate IV - Optical Dispensing
Australasian College of Optical Dispensing
02.2018 - 03.2019
Optical Assistant / Qualified Optical Dispenser
Specsavers - Multiple Locations across Sydney and Illawarra
10.2016 - 01.2021
Concierge / Optical Assistant
BUPA - George Street
04.2014 - 10.2016
Certificate III - Retail Supervision
Ultimo TAFE
01.2005 - 12.2006
Tertiary Preparation Certificate -
North Sydney Institute of TAFE
01.2001 - 12.2001
Some College (No Degree) -
Barker College
01.2000 - 12.2000
Some College (No Degree) -
Roseville College
01.1996 - 01.1999
Customer Service, Supervision & Administration
Earlier Roles - David Jones | Peter's of Kensington