Madinah Smith
Richmond
Summary
Dynamic professional with a strong background in providing excellent customer service, and resolving conflicts. Skilled in record maintenance and improving operational efficiency. Known for enhancing customer satisfaction and training team members effectively. Strong problem-solving abilities, and multitasking skills in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Essilor/Luxottica of America
05.2026 - Current
- Resolve customer inquiries efficiently, ensuring high satisfaction and loyalty levels.
- Manage complex customer accounts, providing tailored solutions to enhance service delivery.
- Met customer call guidelines for service levels, handle time and productivity.
- Analyze customer feedback to identify trends and recommend service improvements.
Optometric Technician
Americas Best Contacts And Eyeglasses
10.2024 - Current
- Greet customers upon arrival, delivering exceptional service and creating welcoming atmosphere.
- Assist optometrist with pre testing procedures, including glaucoma testing and retinal imaging.
- Performe administrative tasks, such as scheduling appointments and managing paperwork.
- Answer incoming calls from customers regarding available services and practice information.
- Educate patients on significance of regular eye exams and preventive care practices.
- Verify insurance coverage by contacting companies prior to treatment.
Account Resolution Specialist
Capital One
02.2019 - 04.2025
- Addressed routine inquiries and service complaints promptly and professionally.
- Investigated resolutions by collaborating with relevant departments and ensuring customer follow-up.
- Maintained accurate records of all customer interactions and updated database systematically.
- Delivered superior customer service through effective communication techniques.
Optical General Manager
US Vision/ Walmart
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
- Multitasking skills
- outbound calling
- Team leadership
- Communication skills
- Microsoft office/ excel
- Call center experience
- Data entry
- Staff education and training
Affiliations
- Enjoy organic gardening
- Baking
- Interior decorating
- Cold press juicing
Certification
- Certified dispensing optician
- Certified opt technician
Timeline
Customer Service Advocate
Essilor/Luxottica of America
05.2026 - Current
Optometric Technician
Americas Best Contacts And Eyeglasses
10.2024 - Current
Account Resolution Specialist
Capital One
02.2019 - 04.2025
Optical General Manager
US Vision/ Walmart
04.2016 - 12.2018
Bachelor of Science - Hospitality And Tourism Management
Virginia State University
References
References available upon request.