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.
