Viktorija Murasina

I am committed and competent individual with our 15 years providing high class customer service and building lasting relationships. I am effective communicator with an eye for a detail and ability to remain calm, consistent, and well humoured under pressure. I am a super fast learner with CAN DO attitude, I would be delighted given this opportunity.

Medical receptionist/administartor - Parkshot Medical Richmond - London, UK

(2025-12)

• Supported duty doctors in delivering efficient, high-quality clinical care within a fast-paced environment
• Coordinated care for both private and NHS patients, ensuring smooth patient flow and timely service delivery
• Effectively triaged patients, prioritising urgent cases and directing individuals to appropriate services
• Managed and optimised the scheduling of minor surgical procedures to maximise clinic efficiency
• Assisted the Operating Doctor (OD) during minor surgical procedures, ensuring adherence to clinical standards
• Handled a high volume of incoming calls, maintaining professionalism while responding promptly to patient needs
• Maintained accurate patient records and upheld strict confidentiality in line with practice protocols
• Carried out all additional responsibilities as outlined in the role at Richmond Lock Surgery, demonstrating flexibility and reliability
• Facilitating communication between patients, doctors, resulting in improved care delivery
• Ensuring confidentiality of sensitive data through robust information management practices
• Boosting patient satisfaction by ensuring prompt response to enquiries
• Documenting patient encounter information, laboratory results, and correspondence for records

Medical administrator/receptionist - Richmond Lock Surgery - London, UK

(2025-01 - 2025-12)

First point of contact for patients, delivering exceptional service and ensuring welcoming atmosphere.

• Filing and scanning
• Docman
• Accurx
• EMIS
• GPvoice
• Building relationships
• Operational skills
• Problem solving
• Teamwork
• Processing
• Administration
• Planning and organising
• Client/customerfocused
• Managing and maintaining patient records and medical correspondence
• Scheduling appointments and coordinating with clinical staff
• Handling incoming queries with professionalism and confidentiality
• Providing general administrative support to medical professionals
• Managing telephone and web enquiries
• Ensuring smooth operations within the practice
• Processing payments, handling insurance information, and assisting with billing as needed
• Improved patient experience by efficiently managing appointments and queries
• Providing exemplary customer service, leading to high patient satisfaction rates

Digital Onboarding Manager - Barclays Bank Plc - London, UK

(2018-12 - 2024-11)

• Onboarded business customers across UK and international markets
• Provided continuous support to clients during onboarding, addressing queries and concerns promptly
• Continually updated knowledge of product advancements and updates
• Conducted KYC checks, collecting information and documentation
• Proactively explained digital services to boost customer confidence in channels
• Going above and beyond, by identifying business customers' needs and offering solutions that are right for them
• Owning, managing and resolving business customer queries within agreed timescales, dealing with feedback effectively to improve services
• Understand local market and customer needs

Community Banker - Barclays Bank Plc - London, UK

(2013-05 - 2018-12)

• Understanding customers' financial needs and showing them how to get the greatest possible value from our products and services
• Finding satisfaction in offering the right financial solutions to help customers with large expenses, such as saving for college, buying a home, and planning for retirement
• Promoting business for the Bank by maintaining good customer relations and referring customers to specialists for new services
• Analysing existing customer relationships and proactively contacting customers with recommendations to help them achieve financial success
• Regularly interacting with branch management team, coaching and developing other community bankers
• Accurately recording transactions, handling customer enquiries and processing documentation – all in line with set standards and procedures
• Building relationships that lead to sales through conversations with customers, incorporating needs analysis, building rapport and overcoming objections
• Resolving customer queries using discretion when providing the appropriate solution and advise on necessary action to prevent reoccurrence within policy guidelines

Customer Advisor - Barclays Bank Plc - London, UK

(2011-11 - 2013-05)

• Accurately recording transactions, handling customer enquiries and processing documentation – all in line with set standards and procedures
• Building relationships that lead to sales through conversations with customers, incorporating needs analysis, building rapport and overcoming objections
• Resolving customer queries using discretion when providing the appropriate solution and advise on necessary action to prevent reoccurrence within policy guidelines
• Coordinating bookings
• Processing and administration of payments

Relationship Manager - Nordea Bank Finland Plc - Latvia, Finland

(2009-05 - 2010-08)

• Company Overview: Private Banking division
• Acquisition of new clients
• Provision of a high-level quality relationship service & products as well as service client solutions
• Advising customers on estate planning and investments with regard to their private wealth
• Building and developing long-term business relationships with clients

Mortgage Advisor - Nordea Bank Finland Plc - Latvia, Finland

(2008-04 - 2009-04)

• Providing customers with excellent customer service
• Maintaining long term relationships with customers and high customer satisfaction index
• Preparation of client packs for Family meetings, which require a sound knowledge of the client and good financial analytical skills
• Deciding on a mortgage loan granting under the bank's credit policy

Private Banking Assistant - Nordea Bank Finland Plc - Latvia, Finland

(2007-04 - 2008-04)

• Private Banking division
• Providing pro-active support to Private Bankers
• Supporting Private Bankers in client acquisition/retention
• Performing other duties related to making out a credit
• Evaluating estate properties and credit standing of customers according to the bank's policy

Customer Service Officer - Nordea Bank Finland Plc - Latvia, Finland

(2006-02 - 2007-04)

• Sales of products and services, finding sales leads
• Financial consulting of customers, searching for individual solutions
• Performing daily operations and transactions for customers

Master's and bachelor's degree - Law studies - Baltic International Academy