Experience

McKenzie Veterinary Services

• Canada
• Veterinary Services
• 1 - 100 Employee

• Client Care Representative

  • Jan 2022 - Present

  • Answering and triaging phone calls. Must be able to recognize an emergency and coordinate schedules and staff to accommodate. Identify and work compassionately and patiently with clients in various emotional states. • Scheduling appointments, surgeries and procedures according to clinic guidelines and staffing levels. • Checking in clients while collecting and updating information for them and their pets. Discharging patients and communicating post‐surgical home care. Reviewing proper use of dispensed medications. • Client education. • Filling prescriptions and ensuring all items have been verified and dispensed accurately. • Maintaining proper medical records and documenting accurately. Managing record requests between other hospitals and specialty practices. • Filing and preparing files for appointments. • Processing POS transactions. • Communicating appropriate information to/from clients to DVMs and/or management and staff. Show less



Denarii

• Financial Services

• Head of Customer Experience and Business Development

  • Jun 2017 - Nov 2021

  • Shape Denarii’s overall customer experience strategy to acquire, convert and retain more engaged and loyal customers, driving ROI and enabling the company to meet its growth objectives • Lead a small multi-faceted team to facilitate central oversight of customer experience programs which include customer research and analytics, customer relationship management, customer service and business process improvement • Develop holistic customer journeys and shaping all customer touchpoints: events, digital communication, social media interactions, in order to drive customer conversion rates across all stages of engagement • Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points. • Develop an effective portfolio of internal communications that educate executives and employees about customer experience realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value. • Ensure ongoing skill development and capability-building within the customer experience management roles and among executives and employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations • Conducts and leads customer calling campaigns and case studies to have an in-depth understanding of business complexities in order to curate approaches and strategies applicable to the growth of the business, improve operational functions, and correspondingly staying relevant with the demand of the targeted market Show less



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Senior Associate

  • Oct 2014 - Dec 2016

  • Gives constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction • Creates better modes of operations to make customer service easier for both team members and customers • Gives detailed statistical feedback on performance of team members to the management for staff evaluation • Observes performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends; also, take disciplinary measures against any team members whom is found wanting • Provides assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching • Serves as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work Show less



[24]7.ai

• United States
• Software Development
• 700 & Above Employee

• Sales Representative / Coach - Optus

  • Jul 2013 - Sep 2014

  • Serves as front-line representative and provided excellent customer service delivery as part of the fast-paced Inbound Call Center; excels at 'out-of-the-box thinking' to resolve customer issues • Answers multi-line phones and utilized active listening skills to assess client's issues and challenges • Assists customers with various service needs to include: device insurance rates and policy information • Works directly with clients to resolve identified problems at lowest level, while maintaining positive • Conducts administrative operations in relation to management of client's accounts • Selects to train new employees; provided on-the-job training through example and shadowed • Identifies errors in current guidelines; elevated issue to processors for resolution Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sales Professional - Sprint

  • Oct 2010 - Jun 2013

  • Responsible for inbound and outbound calling for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service • Provide responsive and competent telephone support to customers in the areas of problem solving and handling customer inquiries; obtains client information by answering telephone calls; interviewing clients; verifying information • Establishes policies by entering client information; confirming pricing; monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and merchandising techniques. • Informs clients by explaining procedures; answering questions; providing information • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures • Submits orders by referring to price lists and product literature. Processed credit payments rapidly and accurately. • Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, §§sales; accomplishes sales and organization mission by completing related results as needed Show less



MStudy

• India
• E-Learning Providers
• 1 - 100 Employee

• EFL (English as Foreign Language) Instructor

  • Nov 2007 - Mar 2010

  MStudy is one of the leading Language centers that provide competitive strategy and approaches in teaching English as a foreign Language to several levels of learners in South Korea. - Responsible for the development of each learner in practice of their acquired English Language Skills. - Ensures that at every end of the teaching session, learning agenda was met and Learners are aware of their progress. - Responsible for encouraging learners to study English by implementing various teaching strategies and approaches. - Responsible for creating instructional materials applicable for several learning requirements. - Responsible for the Recruitment of Potential Candidates for a Teaching Position. Show less