Cindy Virak

Detail-oriented and customer-focused Customer Coordinator with extensive experience in healthcare, logistics, and administrative support. Skilled in handling high-volume customer interactions, appointment scheduling, and service coordination while ensuring compliance with NHS and GDPR regulations. Adept at using CRM systems, SAP, Microsoft Office, and logistics platforms to streamline processes and improve operational efficiency.

Recognized for problem-solving, stakeholder management, and process optimization, delivering excellent customer and patient experiences in fast-paced environments.

Customer Coordinator - Doctor Care Anywhere

(2021-02)

Serve as the first point of contact for patients, managing high-volume calls and inquiries about healthcare services.

• Coordinate and schedule patient appointments, reducing wait times and ensuring optimal clinician availability.
• Resolve patient concerns efficiently, maintaining a 95%+ customer satisfaction rating.
• Liaise with clinical teams and service providers, ensuring seamless service delivery and accurate information flow.
• Ensure strict data accuracy and confidentiality, complying with NHS and GDPR regulations when handling patient records.
• Train and mentor new team members, enhancing service delivery and operational consistency.
• Identify and implement process improvements, reducing escalations by 20% and increasing efficiency.

Customer Service Coordinator - Parcelforce Worldwide

(2020-10 - 2021-02)

Managed lost parcel cases and customer inquiries.

• Managed lost parcel cases, ensuring all inquiries were handled within a 24-hour SLA, with regular customer updates.
• Investigated and tracked missing packages, collaborating with couriers and drivers to achieve timely resolutions.
• Handled high-volume customer queries via phone and email, ensuring clear and professional communication.
• Processed custom charge payments and bookings, ensuring accuracy and compliance with company policies.
• Built strong customer relationships, improving satisfaction levels and reducing complaints by 15%.
• Monitored third-party courier services, identifying service gaps and enhancing operational efficiency.

Customer Service Coordinator - City Sprint

(2019-06 - 2020-08)

Managed lost luggage cases and customer service operations.

• Managed lost luggage cases, liaising with airlines and couriers to resolve 95% of cases within 24 hours.
• Proactively updated customers on case progress, improving communication and service transparency.
• Used City Track system to track deliveries, manage records, and ensure timely service completion.
• Developed client relationships, leading to a 20% increase in repeat business.

Customer Support Advisor - Camelot Lotteries

(2021-01 - 2021-02)

Provided customer support and technical assistance.

• Handled customer inquiries and technical support requests from retailers and lottery players.
• Troubleshot and resolved technical issues, maintaining a 90% first-time resolution rate.
• Used SAP system to log and escalate cases, ensuring prompt problem resolution.

Receptionist / Administrative Assistant - Orchard Hill College

(2018-11 - 2019-04)

Managed front-desk operations and administrative support.

• Managed front-desk operations, providing a professional and welcoming environment for students, parents, staff, and visitors.
• Answered and directed phone calls, emails, and in-person inquiries, ensuring prompt and accurate responses.
• Maintained and updated confidential student records in the college's MIS system, adhering to GDPR and data protection policies.
• Scheduled and coordinated appointments and meetings, streamlining communication between students, faculty, and administration.
• Provided general administrative support, including document preparation, data entry, inventory management, and report generation.
• Operated office equipment such as multi-line telephone systems, photocopiers, and laminators, ensuring seamless daily operations.
• Followed safeguarding policies and procedures, maintaining a safe and inclusive environment for students and staff.
• Assisted students with learning difficulties or disabilities, offering guidance and support to promote accessibility and engagement.