LORMIE DELA CRUZ

A licensed physiotherapist for four years in a repatriation center for seafarers that needs rehabilitative care of acquired injuries and diagnosed conditions while on board. Conducted clinical assessment and evaluation to determine patient needs and help them to have their fit to work recommendations.

• Educated patients and family members regarding diagnosis, injury prevention, and therapeutic treatments.
• Planned individually-designed treatment programs to restore, maintain and improve physical functioning, alleviate pain, and prevent disability.

Assisted department with email-based and phone support when call center was busy or short-staffed. Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action. Researched customer inquiries to provide accurate and up-to-date information. Provided online demonstrations to educate customers on product features and online help resources. Assisted customers with order placement, product returns and order tracking.

Served as primary point of contact for triaging technical issues. Reviewed technical guidelines to verify compliance with information security standards and best practices. Assessed risk for new project proposals, suggesting liability mitigation efforts where necessary. Designed technical diagnostic timelines to determine technical change viability without disrupting operations.

Assisted call-in customers with questions and orders. Resolved concerns with products or services to help with retention and drive sales. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Responded to customer needs through competent customer service and prompt problem-solving. Analyzed customer feedback for process improvements to achieve long-term business objectives.