GERALDINE GADIAN
Client Services Manager
Davao
Summary
Excellent expertise in working as part of a team and working independently. An analytical problem-solver with talents for team building, leading, and motivating, as well as exceptional customer relations aptitude and relationship-building skills. Dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Professionally committed and adaptable to changes and goal-oriented individual.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
CLIENT SERVICES MANAGER
Healthstin
08.2023 - Current
- Scheduled appointments, managed onboarding and verified insurance coverage.
- Maintained up-to-date information in electronic medical records software.
- Communicated with allied healthcare practitioners and other healthcare entities to identify and resolve clients' needs.
- Maintained client files with sales contracts, records of client interactions, client notes, and other confidential information.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients via phone, email and chat/text messaging.
OFFICE ADMINISTRATOR
My Beest Copy Center and Merchandise
04.2020 - 05.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Interacted with customers by phone, email, or in-person to provide information.
CUSTOMER RELATIONS MANAGEMENT
Dubai Health Authority
09.2017 - 08.2019
- Handle inbound calls from patients, healthcare providers, and other stakeholders to schedule appointments for medical consultations, diagnostic tests, and other healthcare services.
- Provide courteous and empathetic assistance to patients, guiding them through the appointment scheduling process. Gather necessary patient information, including demographics, insurance details, and medical history, while maintaining confidentiality and adhering to privacy regulations.
- Perform administrative duties, such as data entry, maintaining accurate records of appointment schedules, updating patient information in electronic systems, and managing patient waiting lists, cancellations, and rescheduling requests.
- Provide comprehensive guidance and support to healthcare professionals, such as doctors, nurses, and allied health practitioners, on the process and requirements for obtaining or renewing their professional licenses.
- Build and maintain positive relationships with licensing boards, regulatory authorities, and other relevant entities involved in the license process such as HR departments or credentialing teams, to streamline the license process and ensure timely completion.
SENIOR CUSTOMER SERVICE OFFICER
Etisalat Telecommunications
09.2015 - 08.2017
- Provide outstanding customer service by handling customer inquiries and resolving issues through various communication channels (phone, email, chat).
- Assist customers with billing inquiries, account changes, product information, and general support for telecommunications services.
- Troubleshoot and resolve technical issues related to telecommunication products and services, including internet, mobile, and landline services.
- Maintain up-to-date knowledge of the company's products, services, pricing, promotions, and policies to provide accurate information and solutions to customers.
- Collaborate with cross-functional teams, such as technical support, sales, and billing, to coordinate efforts in addressing customer needs and resolving issues.
TEAM COACH | TRAINER
Kapaserv
12.2013 - 06.2015
- Design and develop training materials, including presentations, sales guides, role-playing exercises, and e-learning modules, to support the learning process.
- Coach and mentor sales representatives, providing individualized feedback and guidance to improve their sales techniques, product knowledge, and customer engagement skills.
- Evaluate the effectiveness of training programs through assessments, surveys, and performance metrics, and make recommendations for continuous improvement.
- Assisted in recruiting top talent, ensuring the highest caliber individuals were selected to build a team of high-performing professionals.
- Maintain accurate training records, including attendance, training completion, and performance data, and generate reports to track training effectiveness.
PROCESS AND LANGUAGE TRAINER
Customer Contact Channels
10.2011 - 10.2013
- Design and deliver comprehensive training programs for call center agents, covering process and procedure knowledge, customer service skills, and language proficiency.
- Conduct training sessions using a variety of instructional techniques, such as classroom training, e-learning modules, role-playing exercises, and on-the-job coaching.
- Assess agent performance through various evaluation methods, such as call monitoring, quality assessments, and knowledge assessments.
- Provide timely and constructive feedback to agents, identifying areas for improvement and implementing targeted coaching and development plans.
- Collaborate with operations and quality teams to identify training needs and develop training initiatives to address performance gaps.
- Maintain accurate training records, including attendance, training completion, and performance data, and generate reports as needed.
ASSISTANT FACILITATOR
Sutherland Global Services
07.2009 - 09.2011
- Developed comprehensive materials for skills development classes,
ensuring effective delivery of training content. - Facilitated the recruitment process for training program participants,
ensuring a diverse and qualified pool of candidates. - Filed, organized, and archived training materials, ensuring easy access
for future training sessions. - Acted as a point of contact between trainers and participants,
providing logistical and technical support throughout the duration of
the course. - Created and maintained databases to accurately track and record
employee data, ensuring data integrity and accessibility.
CUSTOMER SERVICE REPRESENTATIVE
People Support
06.2007 - 05.2009
- Handle inbound and outbound customer calls in a professional and courteous manner, adhering to established call scripts and quality standards.
- Conducted thorough checks on the status of customer accounts, transactions, and tracked cheques and payments for accurate and timely information.
- Provided assistance to banking customers who were victims of fraud and theft, offering support and guidance throughout the resolution process.
- Assisted customers in replacing lost or stolen credit or debit cards, ensuring a seamless and secure transition.
- Meet or exceed performance targets, such as call quality, customer satisfaction, and sales goals, as set by the bank.
- Ensure compliance with regulatory guidelines and bank policies while handling customer transactions and sensitive information.
Education
Bachelor of Arts - Mass Communication
NOTRE DAME OF MARBEL UNIVERSITY
Skills
Client Relationships
Languages
Filipino
First Language
English
Proficient
C2
Spanish
Elementary
A2
Certification
Front Office Services NC II
Timeline
CLIENT SERVICES MANAGER
Healthstin
08.2023 - Current
OFFICE ADMINISTRATOR
My Beest Copy Center and Merchandise
04.2020 - 05.2023
CUSTOMER RELATIONS MANAGEMENT
Dubai Health Authority
09.2017 - 08.2019
SENIOR CUSTOMER SERVICE OFFICER
Etisalat Telecommunications
09.2015 - 08.2017
TEAM COACH | TRAINER
Kapaserv
12.2013 - 06.2015
PROCESS AND LANGUAGE TRAINER
Customer Contact Channels
10.2011 - 10.2013
ASSISTANT FACILITATOR
Sutherland Global Services
07.2009 - 09.2011
CUSTOMER SERVICE REPRESENTATIVE
People Support
06.2007 - 05.2009
Bachelor of Arts - Mass Communication
NOTRE DAME OF MARBEL UNIVERSITY
Similar Profiles
GERALDINE GADIANGERALDINE GADIAN
Client Services Manager at Healthstin AustraliaClient Services Manager at Healthstin Australia
Jay EncomiendaJay Encomienda
Executive Assistant at Stacks BrokerageExecutive Assistant at Stacks Brokerage
Melinda EliasMelinda Elias
Religious Education Teacher at Sacred Heart of Jesus ParishReligious Education Teacher at Sacred Heart of Jesus Parish