Customer Success and Client Support Professional

Delivered monthly KYC onboarding, product-update, and refresher training for cohorts of 10–12 new hires. Achieved an 85% pass rate per batch by explaining product features, service workflows, and customer-handling procedures through demonstrations and structured guidance.

Monitored learner progress, coached knowledge gaps, and tracked QA and CSAT performance during trainees’ first 90 days in production. Coordinated with Operations and Instructional Design teams on training handovers, resource maintenance, learner feedback, and content improvements.

Supported customers through phone, chat, and email regarding products, services, functionality, promotions, billing, and payments. Managed up to 30 chats, 15 calls, and 30 emails daily while handling up to two concurrent chat sessions.

Investigated concerns, provided solutions, documented cases in Google Sheets, and escalated complex issues to relevant teams. Ranked among top-performing agents, earned monthly and quarterly performance awards, and supported new hires through workflow guidance, case reviews, agent coaching, and process updates as part of the Quality Assurance Apprentice Program.

Prepared, organized, and maintained medical and surgical records to support accurate documentation and timely retrieval of patient information. Retrieved and coordinated laboratory, ultrasound, and other clinical results for doctors during patient appointments.

Responded to patient and family enquiries, requests, and complaints via phone, email, and face-to-face interactions. Coordinated with doctors and hospital departments and provided clear service instructions to help ensure smooth patient visits.

Managed patient registration and appointment scheduling for walk-in, appointment, corporate, and insurance categories. Maintained accurate customer, registration, and appointment records and prepared daily patient-segmentation reports.

Explained hospital services, patient rights, and service requirements while directing patients, relatives, and visitors to appropriate departments. Handled feedback and complaints, supported service recovery, and coordinated with Finance on charge entry, billing accuracy, payment collection, and patient account information.

Responded to guest enquiries by phone and email, introduced hotel services, provided booking information, and handled customer concerns and complaints. Supported guest satisfaction through responsive communication and issue resolution.

Coordinated daily reception activities, assigned and monitored staff duties, and worked with hotel departments to resolve guest needs. Participated in recruitment and reception-staff training, and supported marketing and promotion activities through social media content and service communications.

Bachelor's degree in English Linguistics.