NURAINI YUMSI
Executive
Summary
Encouraging and analytical problem-solver with talents for motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to enhance employee engagement and boost performance. Organized representative with 11 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at maintaining professionalism in stressful situations. Excellent communications skills and empathetic nature enabled achievement of positive outcomes.
Overview
23
23
years of professional experience
Work History
Corporate Service Lead
Etann Consultants Pte Ltd
3 2022 - Current
- Front service duties: registration, enrolments, inquiries, email correspondence and incoming calls
- Identify new business leads and communicate effectively with corporate clients
- Cultivate good relationships with corporate clients and stakeholders
- Ensure customer/ business, client, support, and technical parties are represented in the definition and evolution of services
- Ensure the team follows best practices and maintains level agreements
- Anticipate service associate needs using proper leadership techniques and problem-solving methods
- Track and monitor Flavor (CRM) administrations, Moneyworks (sales and purchase invoices)
- Assist with SkillsFuture transactions and follow-up
- Support forecasting and budgeting exercises as per corporate guidelines
- Monitor top-tier customer problems to ensure a high level of response time and proper problem resolutions
- Manage SSG funding and inquiries
- Monitor cost and budgeting measures
- Put up costing metrics report to General Manager monthly
- Representing the opinions and suggestions of the customers to the company
- Suggesting improvements to customer service to higher management and staff
- Assist General Manager with Consultancy Services
- Provide a full spectrum of projects, monthly reports, and administrative support to General Manager.
Telemedicine
Intemedical
07.2021 - 02.2022
- Logging of cases that are seen via video consultation at Doctor Anywhere and ensure the right medicines prescribed are packed
- Working closely with operations team and delivery partners to ensure that medications are delivered smoothly and on time
- Arranging for deliveries for medications
- Able to assist on simple queries such as registration and enquiries from patients/visitors.
Client Service Executive
Farrer Park Hospital
05.2019 - 03.2020
- Provide prompt and quality front-line services to patients
- Perform clerical and support functions in Diagnostic Imaging suite department
- Coordinates interventional radiologist (IR) procedures for the requesting clinic/doctors.
Clinic Assistant (Part time)
Teeth Q Dental Surgeons
04.2017 - 04.2019
- Frontline job to attend to walkin/calls with patients' queries and arrange dental appointments and payments
- Administrative duties
- Ensure clinic operations run smoothly and be attentive to daily appointments should there be any delay.
Customer Service Executive
International SOS Tricare
04.2013 - 04.2017
- Has been a team leader and mentor/buddy for the new staff
- Answer all incoming calls using the prescribed protocols
- Handled medical evacuation cases, ensuring quotations received and approval obtained from TPMRC (Transportation Command's Patient Movement Requirement Center)
- Maintains confidentiality of all patients and/or client information
- Maintain all cases in accordance with company policies and client procedures, utilizing the case management application for all in/out-bound tasks and actions as per operating procedures
- Provide relevant information in accordance with operations procedures that are required.
Guest Relations Assistant
Singapore General Hospital
05.2008 - 04.2013
- Preceptor to new staff and assist Nurse Clinician
- Supervise counter duties and clerks and chaperon for doctors when needed
- Handles handover reports, and monthly clinic statistics, report
- Handles phone calls and requests for patients and other departments' enquiries
- Service recovery for constructive feedback.
Assistant Manager
The Coffee Bean & Tea Leaf
09.2001 - 05.2008
- General duties such as making drinks and serving food, managing a team of 4-5 staff and reports daily
- Volunteered in charity for United World College fund
- Monthly stock takes and report compilation.
Education
Bachelor of Arts with Honors - Business Information Technology
Coventry University
11.2009 -
Diploma - undefined
Temasek Polytechnic
08.2006 -
Skills
Adaptability and Flexibility
Call center experience
Medical terminology knowledge
MS Office
Attention to Detail
Problem-Solving
Complaint Handling
Interpersonal Skills
Administrative Support
Microsoft Excel
Multitasking Abilities
Building rapport
References
- Fazly Johari, General Manager, Etann Consultants Pte Ltd, 4 years, 87841579
- Belma Yebka, Clinic Manager, Complete Healthcare International, 10 years, 87000710
Timeline
Telemedicine
Intemedical
07.2021 - 02.2022
Client Service Executive
Farrer Park Hospital
05.2019 - 03.2020
Clinic Assistant (Part time)
Teeth Q Dental Surgeons
04.2017 - 04.2019
Customer Service Executive
International SOS Tricare
04.2013 - 04.2017
Bachelor of Arts with Honors - Business Information Technology
Coventry University
11.2009 -
Guest Relations Assistant
Singapore General Hospital
05.2008 - 04.2013
Diploma - undefined
Temasek Polytechnic
08.2006 -
Assistant Manager
The Coffee Bean & Tea Leaf
09.2001 - 05.2008
Corporate Service Lead
Etann Consultants Pte Ltd
3 2022 - Current