Ellie Shucksmith

As an Office Manager, I play a pivotal role in ensuring the day-to-day operations of the office run seamlessly. My responsibilities include a wide range of administrative, operational, and managerial tasks, all aimed at creating an efficient and productive work environment. I am the central point of contact for employees, visitors, and external partners, making me a key contributor to the organization's success.

Roles and responsibilities:

• Liaising with vendors, cleaners, couriers, internal teams & other third parties.
• Creating and managing quotes, purchase orders and invoices.
• Overlooking Work, Health & Safety.
• Onboarding and educating new staff
• General office maintenance.
• Customer service (verbal and written commination)
• Ordering and maintaining office supplies.
• Calendar and event management.

I worked as part of a small team, multitasking between reception, sterilisation and assisting to ensure the smooth running of the practice, for both clinicians and patients. I was responsible for scheduling, rescheduling and cancelling appointments for patients, greeting visitors and patients to determine their needs. I helped customers fill out necessary medical forms and documentation as well as handling patient payments and scanning in identification and insurance records, whilst adhering to
strict HIPAA guidelines to protect patients privacy. I have good understanding of dental terminology and insurance procedures and breakdowns. I answer telephone calls, providing office information, answering customer queries and directing calls to
staff. I also manage inventory, placing supply orders and restocking clerical areas.

Role & Responsibilities included:
• Telephone enquiries / emails and making appointments.
• Dental chair-side assistance.
• Sterilisation of dental equipment.
• Financial management of practice, including banking, Medicare and health funds.
• Data entry, general housekeeping, filling patient information and replenishing stock.
• Orthodontics.
• Ordering stock for practice.

I worked as part of a small team providing customer service on behalf of Toll group. Responding to customer enquiries, recording relevant data and ensuring maximum efficiency in respect of addressing and resolving customer queries.

Role & Responsibilities included:
• End to end customer service; phone and email enquires.
• Inbound and outbound calls to existing customers.
• Tracking parcels and liaising with depots.
• Receive and follow-up on customers orders.
• Update company databases.

In this role I worked as part of a large team working in different stations, to ensure the smooth running of the visa medical centre, helping customers feel supported and prepared as they began their journey to live, work and study in Australia. As part of the reception team I am the first point of contact, where we provide first level information and instructions, directing visa applicants into the initial waiting area after confirming their appointment and identifying them through ID/ Security checks as per procedure. Once at reception I was responsible for completing the customers data entry into Bupa's system as well as matching everything correctly across to immigrations system e-medical. I was responsible for determining which
services each applicant was required to complete (x-ray, doctor and/or nurse). This often required having to use translation systems to accommodate our clients of different nationalities, to make sure there was clear understanding of the process.

Role & Responsibilities included:
• Welcoming customers into the centre, conducting myself in a professional and friendly manner at all times.
• Working as part of a team in a fast-paced admin, reception and customer service environment, whilst focusing on process
and adherence standards.
• Using strong skills in service & administration to multi task, providing each customer with clear instructions and important
information, whilst entering personal data.
• Making sure customers were comfortable throughout their exam process using key communications skills
• Handling EFTPOS payments
• Providing support to senior administrator & leadership team in management duties, adherence to regulatory, compliance
and clinical quality and safety.

In this role I worked as part of the Commercial Card-member Servicing team within the Commercial Servicing Network. I was part of a team of Customer Care Professionals who were responsible for delivering the best in class client experience
for Corporate and Small Business Card-members in the UK market. As well as delivering extraordinary customer care, I was responsible for delivering value to our Small Business customers through relevant offers. During this role I took on extra responsibilities working with my team leader to set up monthly team incentives which resulted in a 17% improvement on everyone's status and boosted team moral. I also up-skilled my colleagues on their disputes knowledge, helping us achieve our goal of owning the entire commercial experience for our clients.

Role & Responsibilities included:
• Delivering extraordinary care on calls, to a wide range of American Express Commercial customers with a variety of requests.
• Building meaningful relationships through consultative questioning to ensure added value for the customer.
• Offering custom solutions and negotiating a positive outcome for the customer and American Express, aiming for first
call resolution.
• To meet and exceed quality goals, compliance regulations and productivity targets.
• Documenting necessary information.
• Re-prioritize to adapt to the ever-changing environment.

In this role I was responsible for taking inbound calls from International, Personal, Small Business and Corporate card members and resolving their variety of query's. From the 1st September 2017 to 1st April 2018 I was up-skilled and transitioned to being a Disputes Specialist, dealing primarily with complaints. This is one of my biggest achievements with
the company due to the successful results that lead to American Express rolling out Disputes specialist teams globally.

Role & Responsibilities included:
• Displaying exceptional listening skills and detailed attention to customer needs in order to fully resolve their query.
• To demonstrate a real sense of passion and pride about American Express products & customer service, recognizing the
Corporate Client and make the customer feel valued and special.
• Collaborating with team members on opportunities to improve business processes and the overall client experience.
• Operating all processes within pre-determined compliance and control requirements.
• To show personalization/ Empathy in communication.
• Adhere to quality and compliance guidelines.