Charlotte Jaina
Kirkby-in-Ashfield,England
Summary
Dedicated professional with a strong foundation in critical thinking and empathy, excelling in patient care and customer service. Demonstrates effective communication and leadership skills, adept at appointment scheduling and adapting to fast-paced environments. Committed to leveraging initiative and problem-solving abilities to enhance team performance and achieve organisational goals.
Overview
15
15
years of professional experience
Work history
Dispensing Technician & Domiciliary Scheduler
Specsavers Home Visits
2025.01 - Current
- Managed telephone and switchboard operations for timely call handling.
- Established clear procedures for team work, document tracking and data reporting.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Spoke with customers on phone to schedule, remind and follow up on appointments.
- Maintained confidentiality of client information, adhering to data protection regulations.
- Acted as first point of contact for routine scheduling queries and escalated necessary issues.
- Achieved monthly targets by securing a consistent number of quality appointments.
- Took messages from clients and relayed them to relevant staff promptly.
- Transferred calls or took accurate messages, recording caller's name, time of call and nature of business.
- Assisted customers in selection of glasses and contact lenses, providing expert advice on fit and style.
- Repaired and adjusted glasses frames, providing a personalised service to meet individual client needs.
- Fostered a welcoming environment, greeting customers promptly and making them feel valued.
- Managed complaints with calm, clear communication and problem-solving.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Picked up additional tasks to aid team success.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Developed excellent working knowledge of industry trends and improvements in processes.
Optical Assistant
Specsavers Home Visits
East Midlands
2023.07 - 2024.12
- Resolved concerns of dissatisfied patients swiftly to ensure satisfaction.
- Maintained patient records according to practice standards.
- Assisted with patient care and eye examinations by overseeing records and improving patient flow.
- Adapted to various examination scenarios while fostering positive interactions with patients and staff.
- Adjusted diverse frames for optimal comfort and usability.
- Guided patients in selecting frames and lenses by providing accurate measurements for proper fit.
- Reviewed client prescriptions alongside their visual needs for both work and leisure.
Optical Assistant
Specsavers Home Visits
Norfolk, Suffolk & Essex
2022.10 - 2023.07
- Provide home visits to customers to deliver essential optical services.
- Ensure comfort and safety for customers while addressing optical requirements.
- Assist optician by documenting important notes and supplying current patient records.
- Facilitate selection of frames and lens measurements during visits.
- Engage in conversations with patients, positively impacting their day and alleviating feelings of isolation.
- Travel to designated areas for scheduled work, ensuring punctuality.
- Maintain up-to-date documentation, verifying contact details and addresses.
- Deliver spectacles to patients, confirming vision meets expectations and making necessary adjustments.
- Adhere to safe-driving procedures to ensure reliable transportation to various locations.
- Demonstrate safe driving practices consistently throughout daily tasks.
Dental Receptionist
The Dental Design Studio
Stowmarket
2021.05 - 2022.09
- Worked as a productive and polite receptionist, handling all phone calls and initial meetings with patients and families
- Recorded patient dental histories and noted patient concerns
- Worked to remain up-to-date on the latest dental advancements and industry news
- Brought forth a strong ability for multitasking and prioritizing tasks
- Answered phone calls, greeted clients, and handled all front desk responsibilities
- Provided clients and prospective clients with information regarding services and products offered
- Aimed for the highest level of customer service possible
- Brought forth excellent troubleshooting and problem-solving skills
- Ensured all sensitive data was handled with the utmost care and managed efficiently
- Handled any customer problems with grace and compassion
- Advised all patients of any cancellations and find appropriate alternatives
- Print all appropriate day sheets and NHS documentation ready for the following day
- Ensure the area is GDPR compliant and keep appropriate items/documentation in their secure location.
Optical Assistant
Specsavers
Bury St Edmunds
2016.02 - 2021.05
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Completed customer orders with strict adherence to deliver consistent quality and optimize customer satisfaction
- Continually served as a helpful and enthusiastic assistant with a proven track record of doing work in a timely and professional manner
- Helped to meet and exceed quarterly goals
- Brought forth in-depth industry knowledge and experience
- Worked with a humble attitude and a willingness to learn
- Maintained an eagerness to add to my knowledge and skills.
Optical Assistant
Specsavers
Ipswich
2014.03 - 2015.08
- Responded positively to staff feedback, and adjusted strategies accordingly
- Led with a can-do attitude and a positive mindset
- Cooperated with superiors and colleagues to achieve goals
- Managed all patient documents including insurance filing and billing
- Handled correspondence, filing systems, and calendar plans
- Performed various administrative duties such as filing, typing, and copying
- Assisted customers and reported any customer complaints
- Maintained a clean and organized working environment to enhance productivity
- Helped to increase customer return rates by providing excellent customer service at all times
- Provided superior customer service to clients by addressing all questions and concerns.
Financial Claims Advisor
Experiences Connect LTD
Ipswich
2013.11 - 2014.02
- Served as a thoughtful advisor, working with Sales and Marketing professionals
- Gathered and verified all required customer information for tracking purposes
- Cold called people using a phone directory
- Worked well independently and on a team to solve problems
- Served as a friendly, hardworking, and punctual employee
- Organized and prioritized work to complete assignments in a timely, efficient manner
- Participated in staff and team meetings and offered a positive presence and outlook
- Maintained positivity and poise, even in stressful situations
- Always handled sensitive information in a confidential and respectful manner.
Bartender
Square Bar
Ayia Napa
2013.05 - 2013.09
- Responded to customer inquiries and orders in a timely manner
- Brought forth a high level of customer service at all times
- Monitored bar inventory and made notes for needed supplies when necessary
- Greeted guests with a friendly and helpful attitude at all times
- Maintained a clean and orderly bar
- Carried on friendly conversations with patrons and answered any questions or concerns to the best of my ability
- Waited on tables, taking drink orders in this high traffic pub
- Adhered to all safety and sanitary rules and regulations
- Acted as a support to other bartenders by creating drinks, and helping to maintain and stock the bar when necessary.
Hotel Receptionist
Pambos Magic
Ayia Napa
2012.06 - 2012.08
- Maintained strong work relationships with all hotel departments
- Contacted appropriate hotel departments to resolve guest issues or concerns
- Worked as a productive and polite receptionist, handling all phone calls and initial meetings with patients and families
- Adhered to all hotel rules and policies
- Followed hotel safety and security procedures
- Provided interested persons with information about the hotel, available rooms, and rates.
Optical Assistant
Specsavers
Stowmarket
2011.01 - 2012.05
- Stocked and replenished merchandise according to shop merchandising layouts
- Priced merchandise, stocked shelves and took inventory of supplies
- Cleaned and organised the shop, including the checkout desk and displays
- Identified potential shoplifters and alerted management
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Welcomed customers into the shop and helped them locate items
- Educated customers about the brand to incite excitement about the company's mission and values
- Shared best practices for sales and customer service with other team members to help improve the shop's efficiency
- Followed merchandising guidelines to present visually appealing displays
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner
- Answered customer telephone calls promptly and in an appropriate manner
- Determined customer needs by asking relevant questions and listening actively to the responses.
Education
TQUK Level 2 - Digital Marketing (RQF)
The Skills Network
GCSE -
Stowmarket High School
TQUK Level 2 - Business Administration
The Skills Network
BTEC Level 3 Certificate - Cert 3 Qualification in Optical Dispensing
Pearson
Skills
- Critical thinking
- Empathy
- Quick learner
- Patient care
- Appointment scheduling
- Effective communication
- Leadership and teamwork
- Initiative and problem-solving
- Customer service
- Phone and email etiquette
- Adapting to fast-paced environments
HOBBIES AND INTERESTS
I absolutely adore travelling, seeing new places, and exploring new cultures. I attend the gym religiously, and I am always looking for ways to improve myself.
Affiliations
- Reading
- Videogames
- Gym
- Gardening
Timeline
Dispensing Technician & Domiciliary Scheduler
Specsavers Home Visits
2025.01 - Current
Optical Assistant
Specsavers Home Visits
2023.07 - 2024.12
Optical Assistant
Specsavers Home Visits
2022.10 - 2023.07
Dental Receptionist
The Dental Design Studio
2021.05 - 2022.09
Optical Assistant
Specsavers
2016.02 - 2021.05
Optical Assistant
Specsavers
2014.03 - 2015.08
Financial Claims Advisor
Experiences Connect LTD
2013.11 - 2014.02
Bartender
Square Bar
2013.05 - 2013.09
Hotel Receptionist
Pambos Magic
2012.06 - 2012.08
Optical Assistant
Specsavers
2011.01 - 2012.05
TQUK Level 2 - Digital Marketing (RQF)
The Skills Network
GCSE -
Stowmarket High School
TQUK Level 2 - Business Administration
The Skills Network
BTEC Level 3 Certificate - Cert 3 Qualification in Optical Dispensing
Pearson