Catherine Ellis McLeod

Starting out as an optical retail apprentice in 2016 with Vision Express Opticians, I rapidly made my way through the bronze, silver and gold retail training. Upon completion of this, I entered into a specialist degree to become a qualified Dispensing Optician. As this chapter is now complete, I am looking to take my retail experience, customer service abilities and transferrable skills into new challenges to further my career.

Locum Dispensing Optician - Self-employed

(2022-05)

Dispensing Optician / Key holder - Premier Eyecare Opticians - Leeds

(2022-04 - 2022-05)

Trainee Dispensing Optician / Key holder - Premier Eyecare Opticians - Leeds

(2022-03 - 2022-04)

Trainee Dispensing Optician / Key holder / First Aider - Vision Express - Yeadon

(2021-08 - 2022-03)

Store Manager - Vision Express - Yeadon

(2020-09 - 2021-08)

My role as practice manager, which I did for one year, was something I hugely enjoyed. In this role, I gained valuable insight into how a successful store runs effectively and efficiently. I am confident in my abilities to analyse KPI reports and find common trends and opportunities for improvement to maximise revenue.

Working with other members of my region, I enjoyed attending conference calls: giving feedback on the previous weeks, and creating a plan of action for the weeks ahead to align with the needs of the business.

• My daily briefings meant the team understood their daily expectations and targets.
• I was able to delegate effectively; as a result, my team had clear direction.
• I ensured reviews for each member of my team were completed regularly. In these meetings, we discussed key personal aims to ensure the overall store KPI targets were achieved.
• This also gave my team an opportunity to give open and honest feedback, sharing ideas and having their thoughts heard.
• My management style supported and inspired my team to promote a great customer journey whilst maintaining a warm and professional atmosphere.
• Due to my management of the practice, in my first six weeks we had achieved unprecedented daily, weekly and monthly sales revenue figures.

Remote Eyecare Project – Contact Lens Team - Vision Express

(2020-07 - 2020-09)

I was headhunted by my previous employer to become part of the Vision Express Remote Eyecare service. This was a brand new project within Vision Express, designed to enable patients to have clinical check-ups from the comfort of their own home during the pandemic. This was a very proud moment for me as they were looking for one candidate for this new role out of over 6,000 colleagues.

• During this role, I remotely ensured the diaries were organised effectively for three clinicians.
• I triaged patients to ensure they were suitable for a remote appointment.
• I liaised with the project development team to discuss new objectives and ways to improve to meet the needs of the business.
• I demonstrated computer based skills; I learn quickly and enjoy learning about new systems and processes.
• I demonstrated adaptability and great organisational skills.
• Later in the project, I trained further colleagues to the same standards to ensure a smooth and continuous service.

Trainee Dispensing Optician / Key holder / First Aider - Vision Express - Trinity Leeds

(2017-03 - 2020-07)

My duties as a Dispensing Optician are to ensure the quality of the customer experience and journey through the practice. I consider one of my main strengths is my ability to quickly build rapport with a wide variety of customers from varying demographics, finding effective ways to communicate. One area of paramount importance is to ensure that the customer is delighted with the products they choose, whilst looking for appropriate upselling opportunities and making personalised recommendations.

Another area of strength is being able to discuss technical aspects without jargon. This means the customer is involved and understands every aspect of their product, whilst building trust and ensuring the customer is not overwhelmed by unnecessary technical detail. I also ensure that when customers leave the store, they have had the very best experience possible and they leave feeling happy with their purchase and are eager to receive their products.

Commitment to customer satisfaction is something that is very important to me and I often have customers who ask for me expressly as I have built great relationships with them; they feel comfortable trusting me to always to have their best inte

• During my employment with Vision Express, I was twice nominated for the recognition scheme: Vision Express Heroes. This was due to praise from customers, detailing the high quality service they had received from me.
• I was asked to take part in the filming for the Vision Express Annual Conference Video (2019). The aim of this video was to discuss my personal achievements within the company and aim to inspire other colleagues to develop their skills and careers.
• I was headhunted in 2017, to take part in the Vision Express Vision Van tour, where we visited several cities around the UK. The aim of the tour was to engage with patients and advise them to ensure their eye exams were up to date whilst promoting the professional eye care services of Vision Express.

Optical Retail Apprentice - Vision Express - Trinity Leeds

(2016-02 - 2017-03)

Rapidly made my way through the bronze, silver and gold retail training.

Fellowship Dispensing Diploma - Dispensing Optician - Abdo College (2017-09 - 2022-04)

Apprenticeship in Optical Retail – Level 2 - Optical Retail - Vision Express Opticians, Trinity Leeds (2016-02 - 2017-03)

A/AS-levels - Multiple - Temple Moor High School Sixth Form (2013-09 - 2015-07)

GCSE qualifications - Multiple - Temple Moor High School (2013-08)

BA (Hons) - Printed Textiles and Surface Pattern Design - LCA (2015-09 - 2016-01)