Andrew Furniss

Optical Assistant (All Stores)

• Delivering excellent customer service levels, leading to high level of customer retention (even between stores) has been a key drive for me. Creating a memorable experience the customer wont forget leading to customer coming back and asking for me to serve them again or even going between different stores I have worked at. And even when a young customer drew a picture of me at there school of someone they admired.
• Building knowledge on products sold and how to explain them in the correct way to customers, this can include new products such as latest lenses or frames.
• Looking at personal sales targets and trying to exceed them.
• Handle sales transactions with accuracy and a professional manner.
• Handling patient information in professional manner and in line with data protection guidelines.
• Handling minor and major repairs on patients frames.
• Dealing with minor and major adjustments on patients frames.
• Being able to work on my own and as part of a team.

Supervisor (Sheffield and Hillsborough)

• Help with opening and closing procedures of stores i worked at.
• Making sure daily checks have been done, for example glasses have been ordered by suppliers and glasses are here for patients to collect at there appointment the next day.
• Communication between store and lab/suppliers to make sure glasses and any concerns are dealt with proficiently.
• Help with training of new starters, using knowledge gained on product and customer service experience. Learning different techniques including one to one training, group training sessions and practical training sessions.
• Supporting the manager and team with daily/weekly team targets and KPI's, knowing what targets are and working on different communication techniques between colleagues and customer to get the best results.
• Dealing with customer complaints in a friendly and professional manner, by listening to the patient in a calm and friendly manner and coming up with a solution.

Manager (Firth Park)

• Looking in detail at KPI's and daily sales figures, and where may need more focused training.
• Building a stronger rapport with staff, to help ensure staff loyalty.
• Coming up with incentives aimed at staff to help build sales figures and KPI's.
• Cash and declaration management. Ensuring tills balance and if not being able to investigate swiftly to account for why.
• Dealing with more major store complaints and handling them professionally. This can include emailed complaints and online reviews.