Has almost 10 years of experience in different industries including healthcare, information management and customer service. Last position held was Lead Data Management Analyst for almost three years handling and analysing multiple healthcare data such as pharmaceutical products, diseases and diagnosis for clients in Australia and New Zealand. Skilled in managing a team, training, allocating workloads and ensuring that all data reports are completed as scheduled. Proficient in data reconciliation, referencing and quality assurance. Has deep understanding in ICD-10 codes and HIPPA (Health Insurance Portability and Accountability Act of 1996) trained. Have excellent communication skills, decision making and strong passion to deliver business results with quality. I have also worked in different contact centres offering range of products and services (healthcare insurance, appointment setting, order fulfillment, telecommunication, banks, logistics etc.) and during that time I have developed impeccable phone etiquette and an ability to politely deal with disgruntled customers. I am accustomed to working on multiple projects simultaneously and can offer ideas and strategies to surpass all goals and objectives. Tasks include handling inbound and outbound calls, average of 60 plus per day and customer enquiries through other communication routes such as chat and email. General tasks involved end to end process of purchases from order fulfilment, payment and refund. My experiences have helped me improve my leadership skills, hone my organisational skills and provided me with extensive knowledge on how to up sell services and products to potential customers. In addition to the roles mentioned above, I am proficient in making thorough documentation of all tasks delivered including reports, service requests, and complaints through ticketing system and other tool/applications used by the company. I am skilled at balancing multiple tasks at once and deliver positive results. My ability to perform cross utilisation allowed me to manage call volume with very low to zero abandon rate.