Vaelua Seuala
Brisbane,QLD
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Contact Centre Team Leader
Qscan Radiology Clinics
07.2023 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behaviour identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed process controls and metrics for daily management of call centre.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Service Trainer
Qscan Radiology Clinics
04.2021 - 07.2023
- Investigated and resolved patient inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of service changes.
- Responded proactively and positively to rapid change.
- Educated patients about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Creating additional resources for newly trained staff to better their learning and understanding.
- Understanding different learning styles and finding alternative teaching methods to accommodate others.
Contact Centre Agent
Qscan Radiology Clinics
01.2019 - 04.2021
- Experience using a call centre switch board phone system
- Utilizing Karisma to book appointments, reflect notes and referral details, register patients and update their details
- Responding to bookings and general enquiries via phone and other booking methods to complete new bookings or adjust booking times as needed, taking and relaying messages as required
- Leverage knowledge in examinations preparation and procedures to give clear and accurate instructions to patients with confidence and no supervision
- Professionally communicating with patients and referrers ensuring follow up action is taken when required.
- Supporting technical staff with daily workflow of the clinic in the setting of booking times
- Ensure the highest level of patient and referrer care and service standards is always maintained
- Abide by organization-wide non-clinical procedures, processes and systems to achieve patient/referrer expectations
- Analyze own service performance to establish opportunities for improvement in performance
- Strong referrer satisfaction and engagement when interacting with referring Doctors
- Ensuring the recording of quality booking notes within Karisma to ensure a seamless end to end customer journey exists with minimal patient disruption from time of booking through to departure post procedure.
- Assisted patient and referrers by answering questions and responding to inquiries.
- Helped large volume of patient every day with positive attitude and focus on patient satisfaction.
Ultrasound Booking Agent
Qscan Radiology Clinics
09.2018 - 01.2019
- Scheduling specialized bookings in the call centre and acting as subject matter expert for Ultrasound modality bookings
- Answering telephone calls regarding booking and general enquiries while taking and relaying messages as requested
- Using knowledge of examination preparation and procedures to give clear and accurate instructions to patients with confidence and no supervision
- Professionally communicating with patients and referrers ensuring follow up action is taken when required
- Maintaining patient records, examination statistics and related information as required
- Requesting blood results when required as well as fax/scanning of documents.
Medical Receptionist
Qscan Radiology Clinics
03.2017 - 09.2018
- Handling face-to-face patient registration, bookings, triage and queries as first point of contact within the clinic
- Accurately receiving payments and issuing receipts, completing all billing and invoicing of patients
- Opening and closing the practice from time to time
- Operating Karisma
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Supported office staff and operational requirements with administrative tasks.
Skills
- High level customer service and communication skills
- Ability to work independently as directed with minimal supervision and collaboratively in a team environment
- Sound problem solving skills in event of technical failures, patient complaints
- High level of organizational, administrative and word processing skills
- Administrative and medical terminology qualifications
- Strong written and oral communication,
- Interpersonal and customer service skills
- Capacity to deal confidently and courteously with people at all levels
- Invoice Preparation and Processing
- Staff Training
- Constructive Feedback
- Customer Service and Assistance
- Performance Feedback
- Calm and Professional Under Pressure
Timeline
Contact Centre Team Leader
Qscan Radiology Clinics
07.2023 - Current
Customer Service Trainer
Qscan Radiology Clinics
04.2021 - 07.2023
Contact Centre Agent
Qscan Radiology Clinics
01.2019 - 04.2021
Ultrasound Booking Agent
Qscan Radiology Clinics
09.2018 - 01.2019
Medical Receptionist
Qscan Radiology Clinics
03.2017 - 09.2018
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