GERALDINE GADIAN
Summary
As a customer-centric professional, I excel in delivering exceptional service while efficiently managing operations and administrative tasks. My strong communication and adaptability allow me to navigate diverse environments, ensuring seamless customer interactions. With extensive experience in crisis intervention, I specialize in de-escalating challenges and transforming them into positive outcomes, strengthening client relationships and organizational success. I am committed to continuous career growth, leveraging my skills in customer support, and operations to drive efficiency and enhance overall service excellence.
Overview
18
18
years of professional experience
Work History
Client Services Manager
Healthstin Australia
08.2023 - Current
- Developed strong relationships with clients through excellent customer service and timely responses to inquiries and other concerns via phone calls, email/chat and SMS.
- Scheduling clients appointments, follow ups, and efficiently handle all forms of client requests, while promoting seamless cross-departmental communication.
- Client onboarding and account management ensuring accurate data entry and timely follow-ups on invoices and collaboration with account representatives, insurers, healthcare sectors, and support coordinators.
- Managed and maintained client files, including contracts, treatment notes, and records of client interactions, ensuring strict confidentiality and compliance with data protection regulations.
Operations and Customer Support
US
04.2021 - 06.2023
- Engaged proactively in inbound chat interactions across multiple platforms, enhancing customer satisfaction.
- Oder processing through Shopify, print shipping labels for each order, calculate shipping costs based on customer address, and seamlessly integrate UPS delivery services into checkout process.
- Provided administrative support with accurate document preparation and data entry.
- Collaborated with other departments to foster smooth operation of daily processes.
Call Center Agent
Dubai Health Authority
09.2017 - 08.2019
- Assisted patients with appointment scheduling, billing inquiries, and general healthcare information, delivering excellent customer service.
- Provide expert guidance to healthcare professionals on licensing procedures, ensuring a seamless process for obtaining or renewing credentials.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Customer Service Officer
Etisalat Telecommunications
09.2015 - 08.2017
- Managed high-volume inbound and outbound calls, including VIP clients, addressing customer inquiries, technical issues, and service requests with efficiency and professionalism.
- Provided expert support on telecommunications services, including billing, troubleshooting, and plan upgrades, ensuring customer satisfaction and retention.
- Assessed customer needs and recommended tailored telecommunications products and services while ensuring compliance with regulatory standards, enhancing customer experience and driving sales growth.
Call Center Trainer/Coach
Kapaserv
12.2013 - 06.2015
- Orchestrated and supervised sales teams, consistently exceeding revenue targets.
- Directed daily operations, driving collaboration with senior management and technical teams to enhance operational efficiency.
- Delivered comprehensive training, coaching, and mentorship to new sales associates, optimizing performance and productivity.
- Assisted in recruiting and interviewing candidates, ensuring the selection of high-caliber professionals for a high-performing team.
- Analyzed and evaluated training effectiveness and program outcomes.
Process Trainer
Customer Contact Channels
10.2011 - 10.2013
- Boosted team efficiency and performance through targeted productivity monitoring and actionable feedback.
- Maintained meticulous documentation of agent's attendance, engagement, and progress for precise record-keeping.
- Delivered training programs on schedule, ensuring timely completion and maximizing learning outcomes.
- Collaborated in calibration sessions with quality and management teams to enhance and optimize training processes.
- Conducted interviews and assessed candidates for call center roles, evaluating communication skills, problem-solving abilities, and customer service aptitude to ensure alignment with company standards. Facilitated onboarding and training programs to equip new hires with the necessary skills for success.
Social Media Reviewer and Back Office Support
Sutherland Global Services
07.2009 - 09.2011
- Conducted thorough reviews of posts, ads, and videos to ensure quality, accuracy, and relevance standards.
- Uphold strict ethical standards and safeguard the confidentiality of evaluation tasks.
- Identified and flagged illegal or obscene content.
- Monitored for security risks and potential hacks.
- Efficiently processed client service requests, including activation and cancellation of services.
Customer Service Officer
People Support
06.2007 - 05.2009
- Assisted customers with financial inquiries, including billing, transactions, account management, and payment processing.
- Provided expert guidance on financial products and services, tailoring solutions to meet customer needs and improve satisfaction.
- Maintained strict confidentiality and security protocols when handling sensitive financial information, adhering to compliance regulations.
- Utilized CRM and financial systems to document customer interactions, track issues, and ensure seamless communication across teams.
- Met and exceeded key performance indicators (KPIs), such as call resolution time, customer satisfaction scores, and adherence to compliance protocols.
Education
BACHELOR OF ARTS - MASS COMMUNICATION
Notre Dame of Marbel University
03-2007
Skills
- Customer service
- Account management
- Onboarding and orientation
- Scheduling and coordinating
- Problem-solving abilities
- Client relationships
- Administration and data entry
- Teamwork and collaboration
- Adaptability and flexibility
- Hiring and training
Timeline
Client Services Manager
Healthstin Australia
08.2023 - Current
Operations and Customer Support
US
04.2021 - 06.2023
Call Center Agent
Dubai Health Authority
09.2017 - 08.2019
Senior Customer Service Officer
Etisalat Telecommunications
09.2015 - 08.2017
Call Center Trainer/Coach
Kapaserv
12.2013 - 06.2015
Process Trainer
Customer Contact Channels
10.2011 - 10.2013
Social Media Reviewer and Back Office Support
Sutherland Global Services
07.2009 - 09.2011
Customer Service Officer
People Support
06.2007 - 05.2009
BACHELOR OF ARTS - MASS COMMUNICATION
Notre Dame of Marbel University
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