Cassie Sanchez

C|S CASSIE SANCHEZ CUSTOMER SUCCESS MANAGER Chemical Engineering Technology Graduate SUMMARY Self-motivated and skilled professional with over 15 years of optometric experience, 9 years of experience of administrative duties and managing high-volume optometry clinics. EDUCATION OPTICAL SCIENCES – EYEGLASSES NAIT | Edmonton, Alberta | 2022 – 2023 BACHELOR OF TECHNOLOGY eLEARNING NAIT | Edmonton, Alberta | 2016 – 2017 CHEMICAL ENGINEERING TECHNOLOGY GRADUATE NAIT | Edmonton, Alberta | 2009 – 2011 PROFESSIONAL EXPERIENCE PROFESSIONAL RELATIONS MANAGER/CUSTOMER SUCCESS MANAGER Care1 | Remote | November 2023 – Present • Cultivate and maintain strong client relationships to drive retention and growth. • Identify client needs and collaborate on innovative solutions. • Serve as the primary point of contact for client issues, escalations, and inquiries. • Collaborate cross-functionally with Admin, Sales, Business, Product, and Development teams to enhance product efficiency and effectiveness. • Develop and execute plans to engage with new and existing clients, fostering long-lasting relationships. • Collaborate with marketing to gather client feedback and shape communication strategies. • Lead onboarding processes for new clients, ensuring comprehensive understanding and value realization of software products. CLINIC MANAGER/OPTICAL LEAD/ADMINISTRATIVE ASSISTANT Castledown Vision Centre | Edmonton, AB | June 2023 – November 2023 • • CERTIFICATES • • CANADIAN CERTIFIED OPTOMETRIC ASSISTANT Edmonton, Alberta | 2015 • • • • PROFESSIONAL SKILLS • •       Office Management Teambuilding & Supervision Staff Development & Training Policies and Procedure Manuals Accounts Payable & Receivable Records Management - STREET NW EDMONTON, ALBERTA-- • • • Help develop medical and optical practice from ground level into a profitable business. Meet with industry reps to ensure inventory and knowledge are up to date. Oversee finances including cash flow, payroll, co-payments, and accounts receivable. Organized and monitored the office to become more efficient through workflow improvements, detail-oriented process changes, and increased focus on customer satisfaction. Manage all supply orders within budgeted guidelines. Submit and reconcile Alberta Health Care billing. Assist the office and staff in the optical and doctor side of the office. Manage all aspects of inventory including costs, mark-ups, gaining reports, and reconciliation. Keep track of all payments and expenditures including orders, invoices, statements, etc. Handling customer complaints and providing a solution with a positive outcome. Organized in-office frames and lens tasks for higher efficiency and managed relations with contact vendors. Verify eyeglass job orders to ensure the correct prescription and frame style have been received. Taking customer information and measurements of the ocular C|S   CASSIE SANCHEZ CUSTOMER SUCCESS MANAGER Chemical Engineering Technology Graduate Inventory Management Strong communication skills – email, telephone and video calls • • • TECHNICAL SKILLS           Microsoft Office – Word, Excel, PowerPoint, Access, and Project – Intermediate Google Workspace Adobe Photoshop Adobe Acrobrat Adobe Lightroom WINK Visual Eyes Visio iFile • • • • • - STREET NW EDMONTON, ALBERTA-- area. Recommending frames that suit the customer's style, face, and specifications. Adjusting and fitting frames according to the prescriptions and customer's specifications and suit the customer's face. Preparing work orders for the optical labs to use to manufacture the lenses. Used specialized equipment, such as callipers, lensometers, and lens gauges. Repair broken frames. Educate customers on how to wear and maintain glasses and contact lenses. Deliver an excellent customer service experience for each guest. Drive profitable sales results by fostering a fashion forward culture that focuses on educating the guest and helping them meet their vision needs. CLINIC MANAGER/OPTICAL LEAD/ADMINISTRATIVE ASSISTANT The Monocle Optometry | St. Albert, AB | August 2021 – May 2023 • • • • • • • • • • • • • • • • • Help develop medical and optical practice from ground level into a profitable business. Meet with industry reps to ensure inventory and knowledge are up to date. Recruit, hire, and train staff, providing direct supervision, ongoing staff development, and continuing education to 1 employee. Administrative operations including hiring, firing, staff reviews, training objectives and management team meetings. Manage annual budget, working closely with the owner and technicians to achieve optimal productivity and practice growth. Oversee finances including cash flow, payroll, co-payments, and accounts receivable. Organized and monitored the office to become more efficient through workflow improvements, detail-oriented process changes, and increased focus on customer satisfaction. Manage all supply orders within budgeted guidelines. Submit and reconcile Alberta Health Care billing. Order office supplies and research new deals and suppliers Plan and organize staff meetings and events. Assist the office and staff in the optical and doctor side of the office. Run bi-weekly payroll for the office staff. Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll. Manage all aspects of inventory including costs, mark-ups, gaining reports, and reconciliation. Keep track of all payments and expenditures including orders, invoices, statements, etc. Handling customer complaints and providing a solution with a C|S CASSIE SANCHEZ CUSTOMER SUCCESS MANAGER Chemical Engineering Technology Graduate • • • • • • • • • • • • • • - STREET NW EDMONTON, ALBERTA-- positive outcome. Deliver an excellent customer service experience for each guest. Drive profitable sales results by fostering a fashion forward culture that focuses on educating the guest and helping them meet their vision needs. Organized in-office frames and lens tasks for higher efficiency and managed relations with contact vendors. Verify eyeglass job orders to ensure the correct prescription and frame style have been received. Taking customer information and measurements of the ocular area. Recommending frames that suit the customer's style, face, and specifications. Adjusting and fitting frames according to the prescriptions and customer's specifications and suit the customer's face. Preparing work orders for the optical labs to use to manufacture the lenses. Used specialized equipment, such as callipers, lensometers, and lens gauges. Repair broken frames. Educate customers on how to wear and maintain glasses and contact lenses. Deliver an excellent customer service experience for each guest. Drive profitable sales results by fostering a fashion forward culture that focuses on educating the guest and helping them meet their vision needs. Create development plans for online content; recommend content types and organization based on user needs and marketing goals, identifying content gaps. CLINIC MANAGER Lendrum Eyecare | Edmonton, AB | May 2017 – August 2021 • • • • • • • • • • • Responsible for clinic operations. Met with industry reps to ensure inventory and knowledge is up to date. Recruited, hired, and trained staff, providing direct supervision, ongoing staff development, and continuing education to 4 employees. Administrative operations including hiring, firing, staff reviews, training objectives and management team meetings. Manage annual budget, working closely with the owner and technicians to achieve optimal productivity and practice growth. Oversee finances including cash flow, payroll, co-payments, and accounts receivable. Organized and monitored the office to become more efficient through workflow improvements, detail-oriented process changes, and increased focus on customer satisfaction. Manage all supply orders within budgeted guidelines. Submit and reconcile Alberta Health Care billing. Order office supplies and research new deals and suppliers Plan and organize staff meetings and events. C|S CASSIE SANCHEZ CUSTOMER SUCCESS MANAGER Chemical Engineering Technology Graduate • • • • • • • • - STREET NW EDMONTON, ALBERTA-- Assist the office and staff in the optical and doctor side of the office. Run bi-weekly payroll for the office staff. Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll. Manage all aspects of inventory including costs, mark-ups, gaining reports, and reconciliation. Keep track of all payments and expenditures including orders, invoices, statements, etc. Handling customer complaints and providing a solution with a positive outcome. Deliver an excellent customer service experience for each guest. Drive profitable sales results by fostering a fashion-forward culture that focuses on educating the guest and helping them meet their vision needs. CLINIC MANAGER SD Eye Care | Edmonton, AB | December 2013 – February 2017 • • • • • • • • • • Responsible for clinic operations. Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development, and continuing education to 9 employees. Managed annual budget, working closely with the owner and technicians to achieve optimal productivity and practice growth. Oversaw finances including cash flow, payroll, co-payments, and accounts receivable. Scheduled appointments and verify insurance coverage. Increased annual revenue by 15% and reduced costs through meticulous business management. Made practice more efficient through workflow improvements, detail-oriented process changes, and increased focus on customer satisfaction. Managed all supply orders within budgeted guidelines. Organized in-office contact lens tasks for higher efficiency and managed relations with contact lens vendors. Handling customer complaints and providing a solution with a positive outcome.