Mark Gregory Cruz
Somerset,Tasmania
Summary
Accomplished Customer Service Representative of 14 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues, and winning customer loyalty.
Overview
16
16
years of professional experience
Work History
Ambulance Dispatcher - Patient Transport Service
South Central Ambulance Service NHS
11.2022 - 04.2024
- Prioritization and Dispatch: Analyze patient appointment times and mobility needs
- Assign appropriate transport resources (internal or external) for efficient patient pick-up and drop-off
- Utilize live data capture system (mapping and two-way data) to minimize delays and optimize resource allocation
- Patient Management: Monitor daily patient activity using the Patient Transport Information System
- Track patient appointment/discharge times, mobility, medical conditions, care packages, and locations
- Communication and Coordination: Liaise with NEPTS Call Handlers to gather patient details
- Use the Trust's radio communication system appropriately to coordinate with transport resources
- Act as the first point of contact for out-of-hours inquiries from customers, public, patients, and relatives
- Collaborate with the Vehicle and Equipment Unit regarding vehicle issues
- Answer phone calls professionally and follow call scripts as per Standard Operating Procedures
- Participate in relevant conference calls and take necessary actions
- Ensure assigned crews are logged on and have received planned work details
- Reporting and Documentation: Generate reports as instructed by the Contact Centre Manager
- Additional Duties: Perform other tasks assigned by the Contact Centre or Locality Manager.
Vaccination Data Resolution Service Call Agent
South Central Ambulance Service NHS
09.2021 - 11.2022
- Form part of a team of who will be responsible for outbound calling and investigating reported issues to COVID-19 Vaccine status
- Using a range of specialist databases and web-based applications to investigate and rectify incorrect caller vaccine records
- Obtained information to resolve customer inquiries
- Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
Customer Care Representative
South West Water (Smart Solutions)
02.2021 - 09.2021
- Taking ownership of customers issues at times when the customers’ needs us most
- Solve the customers initial query and proactively identifying any future benefits or requirements the customer might have.
Technical Support
Distribution Website Corporation
12.2017 - 02.2021
- Worked closely with end-users to assess business requirements, support change, and deliver consistently high-quality customer experience outcomes
- Employing advanced troubleshooting methodologies and expert knowledge of school software scheduling applications to efficiently solve complex issues.
Health Advisor
Optum Global Solutions
05.2015 - 12.2017
- Maintained a detailed understanding of health insurance policies and procedures to demonstrate best practices in all patient interactions
- Educate customers on their health insurance policy benefits and services
- Help customers with their billing questions.
Customer Service Representative
Stellar Philippines - Simply Energy Australia
11.2012 - 05.2015
- Assisting customer's queries and requests through telephone, email, and live chat.
Technical Support Representative - Dish Network USA
Concentrix (formerly Convergys)
09.2011 - 10.2012
- Resolve customer's concerns about their satellite TV and billing.
Customer Service Representative
Globe Telecom
02.2008 - 08.2011
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns
- Informed customers on billing procedures, processed payments, and provided assistance to set up payment options.
Education
Bachelor of Science Major in Nursing -
Dr. Carlos Lanting College
Quezon City, Philippines04.2007
Skills
- Outstanding customer service
- Problem solver
- Adaptive team player
- Results oriented
- Administrative support
- Customer service expert
- Basic computer knowledge
- Relationship-building
- Critical Decision-Making
- Stress Tolerance
- Prioritizing Situations
- Accuracy and Precision
Timeline
Ambulance Dispatcher - Patient Transport Service
South Central Ambulance Service NHS
11.2022 - 04.2024
Vaccination Data Resolution Service Call Agent
South Central Ambulance Service NHS
09.2021 - 11.2022
Customer Care Representative
South West Water (Smart Solutions)
02.2021 - 09.2021
Technical Support
Distribution Website Corporation
12.2017 - 02.2021
Health Advisor
Optum Global Solutions
05.2015 - 12.2017
Customer Service Representative
Stellar Philippines - Simply Energy Australia
11.2012 - 05.2015
Technical Support Representative - Dish Network USA
Concentrix (formerly Convergys)
09.2011 - 10.2012
Customer Service Representative
Globe Telecom
02.2008 - 08.2011
Bachelor of Science Major in Nursing -
Dr. Carlos Lanting College
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