Customer Contact Advisor - NHS BUSINESS SERVICES AUTHORITY - Stella House Goldcrest Way, Newburn Riverside, Newcastle Upon Tyne, United Kingdom. NE15 8NY.
(2025-01)
- Deliver high-quality customer support across multiple channels, ensuring service-level agreements are met.
- Resolve complex system-related issues affecting dental and prescription services.
- Maintain accurate and confidential patient records in line with NHS governance standards.
- Helping patients to understand claim of benefits and exemptions regarding the collection of prescriptions and receiving dental treatments.
- Guiding patients with the process of payment of penalties.
- Identify and support vulnerable service users through tailored communication.
- Contribute to service improvement through coaching sessions and team meetings.
Specialist Customer Care - Fraud - BARCLAYS U.K. (RANSTARD SOURCERIGHT UK) - 5 Admiral Way, Doxford, SR3 3XW, Sunderland, United Kingdom.
(2024-08 - 2024-10)
- Provided customer service through various communication channels including email, and phone.
- Executed customer service requirements to resolve more complex, specific customer needs, and provided unique, personalized resolution for each case.
- Collaborated with teams across the bank to align and integrate customer care processes.
- Identified areas for improvement to provide recommendations for change in customer care processes.
- Developed and implemented customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolved specific customer inquiries and issues related to the bank's products and services, including account balances, transactions, and payments.
- Developed and executed reports and presentations on customer care performance and communication of findings to internal senior stakeholders.
- Identified industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Customer Care Administrator - NORTHUMBRIA PRIMARY CARE - NPC Northumbria Way, Northumbria Health & Care Academy, Unit 2 Northumbria Way, Cramlington Northumberland, United Kingd
(2024-01 - 2024-08)
- Dealt with telephone calls from patients and third parties as appropriate.
- Scanned all incoming patient information into their computerized medical records.
- Answered telephone calls and responded to all inquiries, directing the public as appropriate.
- Provided administrative support to nursing and clinical staff.
- Issued invoices and sought payment for private work, keeping a record of monies received and owed using a Microsoft Excel spreadsheet.
- Received confidential information by telephone or face-to-face and inputted accurately into SystmOne as appropriate.
- Ensured external mail was posted off daily.
- In the instance of staff absence due to annual leave or sickness, provide cover for the other members of the secretarial team.
- Helped in reception when required
Patient Services Officer - VALENS MEDICAL PARTNERSHIP - Northumbrian Rd, Cramlington, United Kingdom. NE23 1XZ.
(2023-09 - 2023-12)
- Managed patient navigation and appointment pathways.
- Ensured all patient records were kept up-to-date at the point of transaction and that such record-keeping was accurate and complied with all data protection legislation.
- Handled patient complaints professionally to positive resolution.
- Ensured compliance with information governance standards.
Manager/Team Lead - NIRSAL MICROFINANCE BANK - Ado Ekiti Branch, Ekiti State. Nigeria.
(2019-08 - 2023-02)
- Led and supervised a multidisciplinary team to achieve KPIs.
- Coached staff and supported performance development.
- Managed high-value client portfolios and improved customer retention.
- Conducted risk assessments and supported compliance decisions.
