Aleza Puot
Melbourne,VIC
Summary
Highly motivated Consumer Support Specialist with experience in administrative and leadership roles within the Healthcare - Aged & Disability framework. Strong coordination and organizational skills enable efficient task management in fast-paced environments. Proven ability to build relationships with customers and stakeholders, ensuring exceptional service delivery.
Overview
5
5
years of professional experience
Work History
Consumer Support Specialist
Access Telehealth
03.2022 - Current
- Responsible for timely response to all customer queries and feedback.
- Working closely with all stakeholders, internal (Access Telehealth nurses and administration staff, doctors), and external (RACFs/next of kin, power of attorneys, and other contacts); maintaining positive relations to achieve Company objectives.
- Ongoing maintenance of the quality and CRM database with up-to-date, accurate information.
- Manage the day-to-day operations for the team.
- Delivering insights into growth metrics for CFO report
- Assisted with Medicare billing reconciliation diligently
- Contributing to scaling business operations
- Identify changes in process/systems that will improve residents' and customers' engagement experience.
- Provided input to management regarding consumer feedback.
- Follow organization standards to maintain quality service and provide exceptional customer service.
Medical Receptionist
I-Med Radiology
03.2020 - 03.2022
- Manage all inquiries, questions, and interactions from patients, carers, referrers, and other customers via phone, email, and website as required, ensuring responsiveness, follow-up, and resolution as appropriate.
- Oversee clinic booking systems utilizing Visage platform
- Show unwavering dedication to enhancing satisfaction among patients and referrers
- Build strong and cooperative relationships with referrers, particularly regarding their urgent/complex requests and requirements.
- Support and participate in the development and implementation of ideas and changes to improve the way services are delivered and business targets achieved.
APS3 Service Officer
Australia Taxation Officer
11.2019 - 03.2021
- Tailored services to client and stakeholder requirements
- Advanced level of customer interactions complying with industry best practices.
- Enable efficient service delivery by keeping effective communication with all parties involved
- Identified optimal customer solutions through comprehensive analysis
- Abided by Australia Taxation Office regulations according to company guidelines
- Maintained accurate records of customer interactions and transactions.
- Answered phone calls professionally and provided information to callers as needed.
- Resolved client financial statement discrepancies
- Collaborated with other departments to ensure prompt resolution of client requests.
Education
Diploma of Event Management
Swinburne University of Technology
01-2018
Diploma of Early Childhood Teaching
Tennyson Institute
01-2016
Skills
- Office Software
- Email Management
- Conflict Escalation Oversight
- Strategic Development
- Strategic Problem Resolution
- Employee Coaching
- Relationship Development
- Promotional support
- Organization and recordkeeping
- Helix Medical Director
- Data Report Generation
- Expertise in Industry Software
- Employee Development
- Stakeholders Relationship
Additional Experience
- Sales Assistant - Connor Australia
- Bar Staff Vanilla Lounge
- Store Manager - Wild Rhino
- Internship - Victorian State School Spectacular
References
References available upon request.
Timeline
Consumer Support Specialist
Access Telehealth
03.2022 - Current
Medical Receptionist
I-Med Radiology
03.2020 - 03.2022
APS3 Service Officer
Australia Taxation Officer
11.2019 - 03.2021
Diploma of Event Management
Swinburne University of Technology
Diploma of Early Childhood Teaching
Tennyson Institute
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