Toni Rose Rotula, Customer Service Executive

Toni Rose Rotula

Customer Service Executive

DM Healthcare

Location
United Arab Emirates - Sharjah
Education
Diploma, Computer Programming
Experience
17 years, 8 months

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Work Experience

Total years of experience :17 years, 8 months

Customer Service Executive at DM Healthcare
  • United Arab Emirates - Sharjah
  • My current job since October 2012

• Greeting, attending to and ensuring customer satisfaction to all patients and clients.
• Handling all internal and external telephone calls with courtesy and promptness.
• Scheduling and coordinating appointments of all doctors in the respective counter.
• Inquiring from the patient, details regarding first visit or follow-up, name of the doctor for consultation and whether the patient is covered by insurance.
• Inputting in OP visit entry details into the computer and ensuring that the patient is made comfortable in the waiting area.
• Informing the patient the approximate time of waiting before the consultation.
• Updating the on-line requisition for the patients’ files to the medical records room.
• Informing patient regarding follow up dates, if any, specified by the doctor after the consultation.
• Obtaining the approval of the concerned doctor if the patient requests for a discount and ensure the signature of the doctor on the discount form.
• Completing billing procedures / insurance formalities and informing the patient the total bill amount.
• Handling bill and coordinating with patients for payments.
• Supporting cash handling at peripheral counters when and where required.

Executive Secretary cum Receptionist at DM Healthcare
  • United Arab Emirates - Dubai
  • July 2010 to September 2012

• Performed and coordinated administrative activities of the office, retrieved and integrated data and disseminated information to employees and clients.
• Performed various duties like scheduling and planning meetings, organizing, appointments, conducting research and circulating information using telephone, e-mail, letters and web sites.
• Managed and monitored Executive Director’s calendar, appointments or upcoming events including matters requiring immediate attention.
• Assisted project team in preparing presentations, summarizing reports and weekly updates in related to the ongoing projects.
• Maintained and kept track of staff vacations and absences in accordance with divisional guidelines to ensure consistency in entitlement and to determine staff availability.
• Coordinated agendas, and dispatched meeting invitation and agendas, booked meeting rooms and arranged audio visual resources and other requirements in support of smooth and efficient meeting facilitation.
• Drafted and transmitted correspondence, reports, project proposals and other documents.
• Screened telephone calls, inquiries and requests, and addressed issues when needed.
• Organized the office, order office supplies and coordinate with the repairs of the office machines, maintained office systems, including data management, filling, open and distribute the office mail and running the office smoothly.
• Prepared various types of documents, such as invoices, purchase orders, quotations and expense report.
• Handled travel documents such as booking of tickets, hotels and meeting’s venue and necessary travel arrangements.
• Took initiative on requests and inquiries of administrative nature.
• Maintained a flow of information to co-workers via email.
• Managed and prioritized the multiple tasks that have been assigned.

Administrative Assistant at F. Acbang Construction
  • Philippines
  • January 2008 to March 2010

• Reported to General / Manager for concerns and or provide feedback on administration matters.
• Maintained workflow by studying methods, implementing cost reductions, and developing reporting procedures.
• Created and revised systems and procedures by analyzing operating practices, record-keeping systems, forms control, office layout, budgetary and personnel requirements; implementing changes.
• Developed administrative staff by providing information, educational opportunities, and experiential growth opportunities.
• Resolved administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
• Ensured operation of equipment by completing preventive maintenance requirements, calling for repairs, maintaining equipment inventories, evaluating new equipment and techniques.
• Provided information by answering questions and requests.
• Maintained supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies, verifying receipt of supplies.
• Completed operational requirements by scheduling and assigning administrative projects, expediting work results.
• Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional societies.
• Contributed to team effort by accomplishing related results as needed.

Customer Service Representative at APAC Customer Services Inc.
  • Philippines
  • September 2006 to November 2007

• Supported and provided superior service via phones, e-mails and faxes.
• Efficiently and effectively resolved issues and managed angry callers, and upset customers.
• Handled varied client issues by applying proper telephone etiquette to satisfy customers.
• Managed clients by building positive rapport at onset of call.
• Applied appropriate actions to effectively control a telephone call.
• Identified voice skills and how to enhance a good telephone presentation.
• Ensured commitments to clients are met at all times.
• Displayed time flexibility towards shifts as per work floor requirements.

Office Staff at HRD (S) PTE., LTD.
  • Philippines
  • March 2006 to August 2006

• Specified all mahogany materials in a given Japanese floor plan.
• Estimated the quantity and size of the given mahogany materials.
• Requested further information for floor plans that are deemed incomplete.
• Performed any assigned tasks.

Education

Diploma, Computer Programming
  • at Informatics Computer Institute
  • May 2009
Bachelor's degree, Economics
  • at Cavite State University
  • April 2005

Specialties & Skills

Company Secretarial
Outlook
Customer Service
Administrative Support
Team Management
Typing 60 (words per minute)
Outlook
MS Office (Word, Excel, PowerPoint)
Public Speaking
Teaching
Secretarial
Business & Communication English

Languages

English
Expert
Tagalog
Expert