Rouella Salas-de Jesus
9 Conjola St.,North Kellyville
Summary
Organized, self-motivated customer service, sales, account and relationship management professional with over a decade of experience. Dedicated in providing quality service for ultimate customer satisfaction. Adept in general accounting and transactions. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Clinical Records - Release of Information
Te Whatu Ora - Health New Zealand
Grafton, Auckland
10.2021 - 09.2023
- All requests are processed in line with New Zealand Privacy Act 2020, Health Information Privacy Code 2020 and Te Whetu Ora Health New Zealand's own internal and legal processes.
- Promoted positive internal and external relations and focused on prompt and complete responsiveness to stakeholders.
- Provide high-quality customer service to patients, carers, staff and members of the public and ensuring the Te Whatu Ora Health New Zealand CORE (Welcome, Respect, Together and Aim high) values are embedded in all day-to-day interactions.
- Provide advice to facilitate authorised access to personal health information from health care professionals and other health facilities, patients and their authorised representatives, third parties, government agencies, law enforcement and quality review agencies.
- Apply established release of patient information policies, guidelines and procedures to day-to-day decision making.
- Comply with subpoenas, orders of production and search warrants issued by a court, law enforcement or statutory bodies through the accurate and timely production of patient records.
- Liaise with various internal and external stakeholders to coordinate the release and/or completion of deceased paperwork, expert statements, medical reports and record viewing applications.
- Use the patient administration system, electronic medical record and various other patient information systems to search, review, analyse, abstract and redact patient information.
- Assist, contribute, participate and identify process improvement opportunities and implemented new standard practices that saved time and money.
- Maintain the Release of Information database by ensuring all requests for information are logged and updated accurately in a timely manner.
- Develop professional written correspondence including the creation and modification of letters and invoices using Microsoft Office applications such as Word and Outlook.
- Perform administrative functions including data entry, photocopying, scanning, faxing and printing of paper and electronic patient records.
- Complete any other duties in accordance with the Health Employees Administrative (Staff) Award and as directed by the manager.
Customer Service Officer
Samalex Ltd. / Rad Car Hire West Auckland
West Auckland, New Zealand
10.2018 - 10.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Communicated information to customers about product quality, value and style.
- Processed payments and updated balances and customer totals.
- Reviewed customer account information to determine current issues and potential solutions.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Answered questions from customers by email, offering company details and policy information as requested.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues. Managed over 50 customer calls per day.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
- Avoided payment errors by carefully implementing all credit and debit card data into system.
- Managing all incoming Bookings/Calls/Emails/Walk-ins.
- Ensuring all vehicles are ready to be collected and presented clean and tidy.
- Ensuring all contracts are completed accurately including documents to be presented by customers prior release of vehicles
- Ensure inbound phones are answered promptly and in professional and polite manner constantly striving for customer satisfaction.
- Manage all customer payments, including tolls, fines, infringement, etc.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Provisioning Specialist
Vodafone
Auckland, AUK
07.2018 - 09.2018
- Examine work orders are facilitated accurately and efficiently and identify and allocate necessary hardware and equipment.
- Performed data entry and maintain accurate records and accounts for all subscribers.
- Rack and inventory existing deliveries and orders.
- Ensure inbound phones are answered promptly and in professional and polite manner constantly striving for customer satisfaction. Managed over 50 customer calls per day.
- Work with Technical personnel to ensure trouble tickets are addressed quickly.
- Established rapport and support of all stakeholders.
Front Desk Officer
Waldorf Serviced Apartments Hotel
Auckland, AUK
09.2016 - 07.2018
- Trained new staff on correct procedures, compliance requirements, and performance strategies
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Handled tasks and responsibilities for front office employees during periods of understaffing
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency
- Collaborated with team members to handle guest requirements from check-in through check-out
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Planned coverage needs and organized services to support incoming special events
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Area Sales Manager
Globe Telecom, Inc.
07.2002 - 01.2016
- Exceeded and grew revenue, incremental and collection targets at 102% managing portfolio of managed revenue of PhP50M
- Leads team of six account managers in charge of more than 250 accounts from top 1000 corporations in Philippines from Shared Services, Financial Services, Manufacturing and Logistics Industries.
- Executed proven strategies to hit sales quota and help company achieve goals
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory
- Built lasting relationships with clients through outstanding customer service interactions
- Helped team stay productive and focused on higher-value tasks to improve sales efficiency
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota
- Prepared sales presentations for clients showing success and credibility of products
- Introduced new products to meet customer demand and increase profits
- Formulated tactics and strategies to target new potential customers within prioritized markets
- Led targeted training programs to educate staff on product benefits and service capabilities
- Forecasted sales and established processes to achieve sales objectives and related metrics
- Developed sales strategy based on research of consumer buying trends and market conditions
- Accompanied sales reps in field for ride-alongs to teach, observe and work one-on-one
- Introduced cost-saving initiatives to reduce losses and increase profit margins
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients
- Developed and implemented key account strategies and programs to optimize revenue contribution and return on investment
- Evaluated costs against expected market price points and set structures to achieve profit targets
Ground Stewardess / Passenger Service Agent
Miascor Groundhandling - Asiana Airlines
NAIA, Paranaque Philippines
04.1999 - 06.2002
Advertising and Promotions Coordinator
Sari-Sari Store / Mariko Novelwares Inc.
San Lorenzo Village, Makati Philippines
08.1996 - 02.1999
Education
Bachelor of Arts - Fine Arts Major in Advertising Arts
University of Sto. Tomas
Espana Manila Philippines03.1996
Skills
- Proven attention to detail and high level of accuracy
- Capacity to retain and apply knowledge of established release of information policies to day-to-day decision making
- Excellent flexibility, adaptability, empathy and positive attitude
- Strong verbal and written communication skills and interpersonal skills
- Excellent work ethic and organizational skills
- Teamwork skills with the ability to independently multitask and prioritize work demands
- Computer proficiency skills including proficient keyboard and data entry skills
- Strong customer service skills with experience in managing diverse clientele
Referees
Carmell Fayers
Manager - Clinical Records and Scan Centre
Information Management Service / Te Toka Tumai - Auckland
Te Whatu Ora Health New Zealand
Mobile: +61 21753 122 Email: carmellf@adhb.govt.nz
Brett Miller
Owner / General Manager
Samalex - Rad Car Hire West Auckland
Mobile: +61 211907357 Email: brett@radcarhire.co.nz
Languages
English
Full Professional
Tagalog
Native/ Bilingual
Hobbies
I love painting and baking sweets. Totally different from one another but both are relaxing, can be a method for income and can increase one's creativity.
Timeline
Clinical Records - Release of Information
Te Whatu Ora - Health New Zealand
10.2021 - 09.2023
Customer Service Officer
Samalex Ltd. / Rad Car Hire West Auckland
10.2018 - 10.2021
Provisioning Specialist
Vodafone
07.2018 - 09.2018
Front Desk Officer
Waldorf Serviced Apartments Hotel
09.2016 - 07.2018
Area Sales Manager
Globe Telecom, Inc.
07.2002 - 01.2016
Ground Stewardess / Passenger Service Agent
Miascor Groundhandling - Asiana Airlines
04.1999 - 06.2002
Advertising and Promotions Coordinator
Sari-Sari Store / Mariko Novelwares Inc.
08.1996 - 02.1999
Bachelor of Arts - Fine Arts Major in Advertising Arts
University of Sto. Tomas