MS Office
Sona Jain
Healthcare Administrative Officer
Jeddah,02
Summary
Qualified Senior Customer Service Executive with proven track record in managing high-volume customer interactions and resolving complex issues. Successfully led initiatives to improve customer satisfaction and streamline service processes. Demonstrated proficiency in team leadership and problem-solving abilities.
Overview
5
5
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Senior Customer Service Executive
Dubai London and Specialty Hospital
11.2023 - 07.2024
- Resolved 95% of customer issues on first contact, improving first-contact resolution rates by 20%.
- Increased customer satisfaction scores (CSAT) by 15% through personalized and empathetic service delivery.
- Managed escalations effectively, providing tailored solutions and retaining 90% of high-value clients.
- Streamlined communication workflows, reducing average wait times and enhancing service efficiency.
- Trained and mentored junior team members, boosting team productivity by 25% and ensuring consistency in service quality.
- Utilized CRM tools to track and manage customer interactions, ensuring accurate issue resolution and improved data insights
Customer Experience Executive
Life Clinics & Medical Centre
03.2023 - 09.2023
- Provided exceptional customer support through various channels, including phone, email, and live chat, to assist customers with product inquiries, technical issues, and general concerns.
- Handled an average of 120 customer interactions daily, ensuring a high level of satisfaction and resolution for each customer.
- Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
- Proactively reach out to customers to follow up on previous inquiries, ensuring a seamless customer experience and maintaining a strong customer retention rate.
- Collaborated with the sales and marketing teams to identify potential upselling opportunities and promote new products and features to existing customers.
- Managed high-profile client accounts, ensuring consistent delivery of exceptional service levels.
- Participated in weekly training sessions to stay updated on product knowledge, industry trends, and customer service best practices.
- Act as a mentor to new customer support team members, providing guidance and support during their onboarding process.
- Consistently achieved and exceeded performance metrics, including average response time, customer satisfaction ratings, and resolution rates.
Patient Relationship Executive
Aims Health Care
02.2022 - 02.2023
- Acted as liaison between patients and other health care service providers.
- Served the doctors, nurses, and other assistants by keeping the daily schedule current, while communicating any changes.
- Enhanced client relationships by consistently providing exceptional service and promptly addressing concerns.
- Contributed to the growth of the business by identifying new opportunities and potential clients through market research.
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
- Managed a diverse portfolio of clients, ensuring their financial goals were met or exceeded through personalized recommendations and solutions.
- Coordinated with various departments to resolve complex client issues quickly and effectively, demonstrating excellent problem-solving skills.
Insurance Coordinator
MARHABA MEDICAL CENTRE
10.2021 - 01.2022
- Verified insurance and communicated coverage to staff and patients.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Booked Appointment's on call. Coordinate with Doctors for Patient's Diagnostic History.
- Conducted detailed market research to advise on potential insurance products, aligning with client needs.
- Document basic insurance information in the patient's file for quick reference. Process and submit insurance claims daily.
- Monitored and daily follow-ups on outstanding claims.
- Correspond with insurance companies to resolve payment delays, requests for additional information, or to discuss denied treatment coverage.
- Negotiated with insurance carriers to secure competitive rates for clients, enhancing customer satisfaction.
- Reduced errors in policy documentation, meticulously reviewing and updating insurance records.
Knowledge Officer
DREAM WEAVERS INFOCOM
01.2020 - 09.2021
- Applied user-centered design principles when creating interactive interfaces for knowledge-based systems, enhancing usability and customer satisfaction.
- Mentored junior team members on various aspects of knowledge engineering, contributing to their professional growth and skill development.
- Performed rigorous validation testing on developed systems to guarantee reliability and accuracy in real-world scenarios.
- Established best practices for ontology development, fostering consistency and interoperability across organizational units.
- Worked as a comprehensive physician engagement program via phone calls, emails, SMS, Health Apps and Postal Drops.
- Communicated with the hospital health care team to determine the patient's hospital course and family's understanding of the patient's condition.
- Coordinated for smooth admission process for all cases at the hospital.
- Provided assistance to doctors and other staff in case of emergency and facilitated efficient services.
- Ensuring complete and accurate patient registration, which includes recording a patient's registration.
- Monitored Patients and patient -relative's feedback during the hospital stay and used it for further improvement.
Education
MBA - Healthcare & Human Resources
Manipal Academy of Higher Education
Dubai Campus 04.2001 -
Bachelor of Dental Surgery - Dental Surgery
Babu Banarasi Das University
Lucknow, India 04.2001 -
Skills
CRM software
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Affiliations
- Society of Human Resource Management
Software
HealPro
HeartBeat
Unite
Xtend
Twixer
Certification
Diabetes in Pregnancy Study Group as Young Leader
Timeline
Senior Customer Service Executive
Dubai London and Specialty Hospital
11.2023 - 07.2024
Certification of Appreciation as Most Productive Customer Service Executive
07-2023
Customer Experience Executive
Life Clinics & Medical Centre
03.2023 - 09.2023
Patient Relationship Executive
Aims Health Care
02.2022 - 02.2023
Insurance Coordinator
MARHABA MEDICAL CENTRE
10.2021 - 01.2022
Knowledge Officer
DREAM WEAVERS INFOCOM
01.2020 - 09.2021
Certificate of Participation in American College of Physicians India Chapter Congress
09-2018
Certificate of Excellence in Public Health Dentistry
08-2018
MBA - Healthcare & Human Resources
Manipal Academy of Higher Education
04.2001 -
Bachelor of Dental Surgery - Dental Surgery
Babu Banarasi Das University
04.2001 -
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