Sameerah Esbach

Customer-focused support professional with experience assisting patients and business customers through phone, email, text and digital platforms. Skilled in appointment coordination, onboarding support, account updates, troubleshooting, CRM record keeping and follow-up. Brings an empathetic communication style, strong attention to detail and a practical approach to resolving enquiries. Comfortable working remotely, managing priorities independently and learning new systems and procedures.

Patient Engagement Specialist / Acquisition Engagement Specialist - Niva Health - Remote

(2025-05 - 2026-08)

• Managed inbound enquiries from patients who registered through social media and online channels, offering clear and supportive guidance.
• Scheduled appointments directly in the clinic calendar and completed follow-ups to support patient engagement and booking goals.
• Updated patient records and CRM details accurately, keeping interaction notes organised.
• Used Five9 for phone communication and the Patient Journey CRM workflow for text and email follow-ups.
• Explained service information, answered questions and helped patients understand next steps with an empathetic, professional approach.

Technical Support Engineer - Tender Business Solutions - UK-based company | Remote

(2022-04 - 2025-04)

• Worked directly with business owners to support onboarding, account updates and ongoing service requirements.
• Investigated technical issues, assisted with troubleshooting and explained practical next steps in accessible language.
• Followed up on customer queries and supported issues through to resolution or appropriate escalation.
• Maintained professional customer relationships while handling account information carefully and adapting communication to customer needs.

Customer service, sales and contact-centre experience - Capita, Teleperformance, 3i Solutions and Prime Talk

These roles strengthened customer communication, relationship-building, sales support, service delivery and the ability to work toward performance targets.

Human Resource Management course - Human Resource Management (2025)