Cathy Bachman
Williamsport
Summary
Dynamic manager with a proven track record at ESM, excelling in customer service and staff training. Enhanced operational efficiency through strategic planning and process improvements, resulting in increased customer satisfaction and loyalty. Skilled in decision-making and employee engagement, fostering a high-performing team dedicated to excellence.
Overview
33
33
years of professional experience
Work History
Manager on Duty
ESM
03.2026 - Current
- Supervised daily operations to ensure compliance with company policies and procedures.
- Trained staff on customer service excellence and operational efficiency standards.
- Resolved customer inquiries promptly, enhancing overall satisfaction and loyalty.
- Monitored team performance, providing constructive feedback to improve productivity.
- Implemented process improvements that streamlined workflow and reduced wait times.
- Collaborated with management to develop strategic initiatives for operational enhancements.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
Contact Lens Specialist
Medical Eyeglass Center
Williamsport, PA
07.1993 - Current
- Supervised daily operations to ensure compliance with company policies and procedures.
- Trained staff on customer service excellence and operational efficiency standards.
- Resolved customer inquiries promptly, enhancing overall satisfaction and loyalty.
- Monitored team performance, providing constructive feedback to improve productivity.
- Implemented process improvements that streamlined workflow and reduced wait times.
- Collaborated with management to develop strategic initiatives for operational enhancements.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
Education
High School Diploma -
Williamsport Area High School
Williamsport, PA1990
Skills
- Customer service focus
- Sales and marketing
- Staff training and development
- Scheduling proficiency
- Employee engagement
- Customer service
- Goal oriented
- Decision-making
- Strategic planning
- Task delegation
- Complex Problem-solving
- Schedule development
Timeline
Manager on Duty
ESM
03.2026 - Current
Contact Lens Specialist
Medical Eyeglass Center
07.1993 - Current
High School Diploma -
Williamsport Area High School