Madinah Smith
Richmond
Summary
Dynamic professional with a proven track record at excelling in customer service and conflict resolution. Adept at maintaining accurate records and enhancing operational efficiency. Recognized for delivering exceptional client experiences and training employees to achieve performance goals. Strong problem-solving abilities and effective multitasking skills drive results in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Optometric Technician
Americas Best Contacts And Eyeglasses
Glen Allen
10.2024 - Current
- Greeted customers upon arrival, delivering exceptional service and creating welcoming atmosphere.
- Assisted optometrist with complex procedures, including glaucoma testing and retinal imaging.
- Performed administrative tasks, such as scheduling appointments and managing paperwork.
- Answered incoming calls from customers regarding available services and practice information.
- Educated patients on significance of regular eye exams and preventive care practices.
- Verified insurance coverage by contacting companies prior to treatment.
Account Resolution Specialist
Capital One
Richmond
02.2019 - Current
- Responded to routine questions and service complaints with speed and professionalism.
- Investigated resolutions, engaged relevant departments, and ensured customer follow-up through calls.
- Maintained accurate records of all customer interactions and updated the database accordingly.
- Provided superior customer service through effective communication skills.
- Partnered with leadership teams to evaluate and improve handling of future customer concerns.
Optical General Manager
US Vision/ Walmart
Richmond
04.2016 - 12.2018
- Established performance goals and metrics for revenue, P&L, customer service, and retention.
- Delivered exceptional client experiences through effective leadership of associates and managers.
- Managed shrink processes and inventory levels to implement cost-saving corrective action plans.
- Developed employee handbook, job descriptions, and workflow plans to formalize operations.
- Consolidated data, payroll, and accounting programs into a centralized system to maximize efficiency.
- Coordinated training activities to ensure compliance with company policies and procedures.
- Facilitated monthly workshops to share best practices and enhance productivity.
- Assisted in recruitment by interviewing candidates for open positions.
Education
Bachelor of Science - Hospitality And Tourism Management
Virginia State University
Petersburg, VA05-2004
Skills
- Customer service and support
- Conflict resolution
- Time management
- Data entry and record keeping
- Employee training and development
- Problem solving
- Administrative support
- Goal orientation
- Multitasking skills
- Outbound calling
Affiliations
- Enjoy organic gardening
- Baking
- Interior decorating
- Cold press juicing
Accomplishments
- Appointed as team activities leader and follow up/ training leader.
- Co owner and HR acct manager for small juicing business, Katagious cold pressed juices and smoothies
Certification
- Certified dispensing optician
- Certified opt technician
References
References available upon request.
Timeline
Optometric Technician
Americas Best Contacts And Eyeglasses
10.2024 - Current
Account Resolution Specialist
Capital One
02.2019 - Current
Optical General Manager
US Vision/ Walmart
04.2016 - 12.2018
Bachelor of Science - Hospitality And Tourism Management
Virginia State University
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