Guest Services Manager (Call Centre)
Healthpoint
Total years of experience :3 years, 11 Months
Primarily handled 13 guest service officers under the Contact Centre and ensured targets are
met, with over twenty thousand calls handled each month with a service level of greater than 80%,
making sure that patients and callers alike are responded to with little to no delay. Expanded the team
and on boarded support roles to streamline policies and processes.
Moved on to overseeing and managing GSOs in clinic receptions as well as GSAs, with a total
manpower of over 100. Coordinating with supervisors and team leaders with the day-to-day operations,
providing coaching and feedback to continually monitor and improve performance of staff, thus improving
service to patients and visitors.