Ria Coles
Inverness,Inverness-Shire
Summary
Compassionate and driven professional with exceptional communication and problem-solving skills, coupled with background in customer service and healthcare environments. Demonstrates ability to build rapport with clients and deliver personalised solutions. Ready to make meaningful impact in [Desired Position] role.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work history
Hearing aid dispenser
Specsavers
Inverness/Elgin, Inverness-Shire
10.2019 - Current
- Triaging enquiries to arrange appointments best suited for patient needs, leading to reduced waiting times.
- Enhanced patient comfort by adjusting hearing aid devices to suit individual needs.
- Implemented hygiene protocols during device handling, minimising infection risk.
- Conducted diagnostic tests for accurate assessment of hearing loss.
- Managed inventory control for efficient stock management and order fulfilment.
- Provided counselling support to patients, alleviating anxiety related to their condition or device use.
- Demonstrated excellent customer service skills whilst handling client enquiries and scheduling appointments.
- Assisted in the repair of faulty devices, ensuring optimum functionality.
- Offered personalised solutions with the selection and fitting of suitable hearing aids.
- Maintained sensitivity at all times to support emotional needs of patients.
- Counselled patients and family members on recommended devices and outcome expectations.
- Established rapport with patients to gather accurate histories and facilitate positive experiences.
- Interpreting prescriptions and specifications to select proper devices and materials.
- Identified factors affecting appliance fit and made recommendations for resolution.
- Guided patients in understanding hearing aid limitations and ongoing maintenance.
- Training new team members on diary systems and basic hearing aid repairs.
Optical Assistant
Specsavers
Dingwall, Ross-Shire
05.2012 - 10.2019
- Established strong rapport with customers through attentive listening skills.
- Collaborated closely with other healthcare professionals, ensuring comprehensive patient care.
- Performed repairs on damaged eyewear, saving costs on unnecessary replacements.
- Answered customer queries with excellent product knowledge and professionalism.
- Improved patient experience by conducting thorough pre-screening procedures.
- Adapted well to high pressure situations during peak times, maintaining quality service standards.
- Streamlined operations by managing stock levels of optical frames and lenses.
- Ensured cleanliness and sterility of optical instruments, maintaining a safe working environment.
- Advised customers on lens types, boosting their understanding and making informed choices easier.
- Coordinated appointments to enhance efficiency in the clinic.
- Managed patient records to ensure data accuracy and confidentiality.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Helped customers try on spectacles and deciphered needs and preferences to make recommendations.
- Educated customers on lens and frame requirements to assist in decision-making.
- Answered inbound calls and enquiries to provide top-level service.
- Advised customers on spectacle and sunglass choices based on prescription, style and budget.
- Processed customer payments and provided receipts for services and purchases.
Education
Diploma of Higher Education - Hearing aid audiology
Queen Margaret University
Edinburgh 09.2016 - 07.2020
Skills
- Service adjustment capabilities
- Patient consultation
- Sales persuasion
- Dexterity for small repairs
- Strategic product recommendation
- Schedule management
- Clinical judgement
- Empathetic communication
- Complex problem resolution
- Product demonstrations
- Clear communication
- Stock ordering
- Empathy and compassion
- Time efficiency
References
References available upon request.
Timeline
Hearing aid dispenser
Specsavers
10.2019 - Current
Diploma of Higher Education - Hearing aid audiology
Queen Margaret University
09.2016 - 07.2020
Optical Assistant
Specsavers
05.2012 - 10.2019
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