Luckiya Shanmuganathan

Dedicated and detail-oriented Optical Assistant with five years of experience in the optical retail sector, seeking an administrative role. Adept at providing exceptional customer service, managing daily operations, and supporting both clients and team members. Proven ability to handle high-pressure environments, multitask effectively, and work independently or collaboratively.

Strong communication skills and a commitment to delivering efficient and reliable support, developed through hands-on experience in retail and academic settings. Eager to contribute organisational and problem-solving abilities in an administrative position.

Audiology - Specsavers - Harrow, London

(2025-02)

• Provided administrative support to audiologists ensuring smooth day to day operations of the audiology department
• Acted as the first point of contact for patients via inbound and outbound calls, providing excellent customer service for hearing care enquiries and support.
• Scheduled and managed hearing test appointments, hearing aid fittings, and follow-ups across multiple clinic locations using booking systems.
• Handled answering phone/email enquiries, and processing referrals.
• Processed referrals and managed waiting lists, prioritising urgent cases where necessary.
• Responded to a high volume of calls and emails daily, handling queries about hearing aids, aftercare, repairs, and general audiology services.
• Played a key role in ensuring smooth clinic operations by managing appointment capacity and minimising no-shows through timely reminders.
• Provided clear and compassionate communication, especially to elderly and hard-of-hearing patients, ensuring they felt supported and understood.

Optical Assistant - Specsavers - Ruislip, London

(2021-09 - 2025-02)

• Dispensed and fitted spectacles, contact lenses, and vision aids to meet individual patient needs.
• Interpreted and fulfilled prescriptions provided by GPs and Optometrists.
• Advised patients on the selection of lenses and spectacle frames, considering factors such as style, weight, colour, brand, material, and durability.
• Conducted pre-screening procedures and medical history questionnaires to assess patient suitability.
• Addressed and resolved customer concerns, complaints, and compliments to ensure high levels of satisfaction.
• Managing store operations in the absence of the Manager, overseeing day-to-day activities.
• Processed and fulfilled customer orders with accuracy and efficiency.
• Handled incoming and outgoing phone calls, ensuring prompt and professional communication.
• Performed fittings and adjustments of glasses during collection to ensure optimal comfort and fit.
• Managed the CLSP scheme, ensuring seamless implementation and patient satisfaction.
• Responsible for opening and closing the premises in the absence of the Store Supervisor.
• Responded to enquiries both in person, over the phone, and via email, providing clear and helpful information.
• Boosted average transaction value by 25% by recommending premium eyewear solutions.

Optical Assistant - Boots Opticians - Hayes, London

(2020-02 - 2021-06)

• Improved data accuracy by 15% by conducting pre-screen assessments and administering medical history questionnaires monthly.
• Improved diagnostic accuracy by 20% by managing 150 retinal imaging and vision field tests monthly.
• Handled incoming calls and efficiently scheduled appointments.
• Prioritised customer needs by asking open-ended questions to ensure personalised service.
• Oversaw inventory management, including ordering and restocking supplies.
• Supported customers throughout their appointments in a busy high street optician setting.
• Delivered exceptional customer service, fostering a welcoming atmosphere to drive sales.

Sales Assistant - British Heart Foundation - London

(2018-02 - 2019-06)

• Increased customer satisfaction by 20% by effectively addressing client needs and providing timely support.
• Developed strong till operation skills, maintaining efficiency under pressure.
• Handled display setup, item selection, and pricing for merchandise and clothing.
• Demonstrated the ability to work effectively both independently and as part of a team.
• Delivered exceptional customer service, ensuring customer satisfaction and addressing their concerns.

Optical Assistant - M&S Opticians - London

(2019-02 - 2019-03)

• Improved client retention by 25% by delivering exceptional customer service.
• Improved customer satisfaction by 20% through proactive engagement with 20-30 customers addressing their needs.
• Expertly dispensed single vision lenses with precision and care.
• Managed phone inquiries and efficiently scheduled patient appointments.
• Promoted eye tests and glasses offers by distributing leaflets and announcing special promotions.

BSc - Forensic Science - Kingston University (2020-09 - 2023-05)

BTEC Level 2 & 3 - Applied Science - Uxbridge College (2017-09 - 2020-07)

Secondary School - 6 GCSEs including Maths and English - Rosedale College (2012-09 - 2017-07)