Appointment Scheduler
Cleveland Clinic Abu Dhabi
Total years of experience :18 years, 7 Months
• Receive calls from people requiring medical care and provide the information needed.
• Understand the requirements of the callers and provide precise information.
• Take notes and convey information to respective clinics or medical care providers.
• Deal with various aspects of medical insurance.
• Transferring calls to the respective place as per caller’s requirements.
• Learning urgent call management techniques.
• Preregistering patient’s information prior booking the appointments.
• Coordinate with respective departments for solving Patients queries.
• Identify and ensure genuine grievances are taken and forwarded to Service Excellence team.
• Problem solving
• Greet and Welcome customers entering and leaving the branch.
• Take the initiative to ask customers needs and guide them accordingly.
• Accurate answers to the customers enquires and clarifications
• Provide high quality service.
• Use an appropriate manner with the key customer to establish long term stable relationship.
• Properly handle customers, critical comments to reduce or avoid complaints.
• Maintain the flow of the customers that’s come through and if there is a huge traffic in the branch, he/she will oversee the process of making it go quickly and efficiently as possible.
• Listen to customers effectively and get as much detail as needed to begin the customer with his/her banking needs.
• Assisting and helping the customers with simple transactions for example filling forms, vouchers.
• Carryout routine tasks such as provide basic enquires in frontline.
• Educating and directing the customers to use the alternative channels for example I-banking/Phone Banking /ATM/CCDM
• To make sure all the promotional materials, Vouchers Stationeries are neatly placed, maintained and available for the customers.
• Handle customers routine enquiries regarding the Bank’s standard Tariff and rates
• Deal with customers general account queries, arrange inter account transfers and order statements
• Arrange for ordering of cheque books and paying in books, including any customized stationery
• Arrange opening, closing and transfer of accounts, as well as input and amendment of customer a/c details
• Coordinate set up, amendment and cancellation of regular payment instructions
• Deal with inward and out ward payments
• Arrange deposit of funds with Treasury Department
• Obtain and action customer requests for international payments through trade finance Department
• Act as principal point of contact in Corporate Managers Assistants absence
• Deal with customer queries regarding branch based Bank products and services
• Deal with customer complaints to rectify causes to avoid recurrence of similar queries / complaints
Personal Assistant - ( March 2008- Jan 2012 )
• Fix and arrange Head of Corporate Banking appointments
• Meet and welcome Head of Corporate Banking guests
• Schedule and assign driver for appointments
• Maintain bills of Head of Corporate Banking on Adhoc basis
• Peripheral Access Process
• Financial discretion (signing authority - limits)
• Contact list updating and Courier management
• Maintain received Calls report and follow up action points with Head of Corporate Banking
• Remind Relationship Managers to update the status of the clients based on action point
• Total control of the Head of Corporate Banking diary scheduling
• Ensure Head of Corporate Banking is always in the correct place on time with all relevant papers
• Book all travel arrangements and accommodation, planning full itineraries, where necessary arrange travel facilities, visas, medical requirements etc
•Acquire new businesses by selling/cross selling Retail products based on client’s objective and constraints.
•Build and Maintain customer relationships
•Provide a complete Banking solution and deliver high quality service in light of the organization objective
• Provide a differentiated service experience to Royal Customers
• Adhere to Local and corporate policies relating to Compliance and Anti-Money Laundering
• Handling customer queries and instructions while maintaining Central Bank
• Educate and demonstrate the usage of alternative channels
• Secondary Custodian of security items
•Provide Internal and External Customers with accurate information regarding bank products
•Handling telephonic enquiries and cross-selling of bank retail banking products
•Assisting team leaders in preparing of shifts schedules
•Ensuring correct information and alternatives given to customers
•Checking forms for error on monthly basis
•Coordinating with respective branches and departments for solving customer queries within the turnaround time on a case to case basis
• Providing leads to departments promoting various retail banking products
• Identifying and ensuring that genuine grievances are taken and forwarded to service quality team on a timely basis
• Have confidence and customer focused attitude while dealing with customers telephonically
• Maximizing on the returns and minimizing the risk to the bank while enhancing relationships for the bank
• Decision making authority and responsibility
• Problem solving complexity
• Data cleaning and updating customers' database.
• Marketing for Etihad Airlines
• Opening Accounts, Credit Cards, Debit Cards, Loans and Fixed Deposits
• Back Office Department - Clearance of cheques and Funds transfers
Bachelors – Business Administration \ Accounting