Summary
Overview
Work History
Education
Skills
Software
Certification
Languages
Expected Pay
Job Referee
Timeline
Generic

Sarah Yeong

Senior Operations Executive

Summary

Experienced Senior Operations Executive with IHH Healthcare Singapore, adept at enhancing patient flow and service delivery. Collaborative team player and cultivating key referral relationships. Detail-oriented and skilled in financial integrity and customer engagement, driving revenue growth through effective management of stakeholders.


Overview

23
23
years of professional experience
8
8
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Senior Operations Executive

IHH Healthcare Singapore Pte Ltd
09.2013 - Current
  • Oversee daily front counter operations, ensuring efficient patient flow and exceptional service delivery.
  • Facilitate patient registrations and provide comprehensive customer support, resolving queries from clinics, doctors and external parties regarding appointment, scan scheduling, including but not limited to insurance related matters.
  • Manage inventory control and procurement of essential stationery and supplies, ensuring optimal stock levels and timely availability.
  • Served as the designated approval authority for end-of-day financial collections and voiding of payment transactions, thoroughly verifying accuracy and completeness to ensure financial integrity.
  • Managed staff duty rosters, optimizing staffing levels for operational efficiency while effectively coordinating leave requests.
  • Prepare and meticulously verify the accuracy of daily and call-back reports, and generating monthly reports for medical doctors payments, ensuring timely payout.
  • Cultivate and strengthen key referral relationships in collaboration with clinic and business office teams, contributing to patient acquisition and revenue growth.
  • Analyze and optimize operational processes through the successful implementation of a new pricing chart, enhancing financial counseling accuracy for patients and departmental efficiency.
  • Verify clinic discount in the system, ensuring accurate application and preventing discrepancies.
  • Managed departmental document storage and retrieval systems.

Customer Experience Executive

Watsons Personal Care Stores Pte Ltd
Singapore
01.2011 - 04.2013
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Liaised with the respective buyer and department to develop solutions and accomplish shared objectives pertaining to the customer's feedbacks and complaints.
  • Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
  • Ensure that customer's and member's queries, feedbacks, complaints and escalated cases through emails and calls are well attended.
  • Managing of the email account opened to the public and membership email account.
  • Handled escalated calls efficiently, finding satisfactory resolutions for the customers.
  • To assess and evaluate the complexity of the escalation cases as to improve the customer experience.

Customer Service Officer

IC Frith (Asia Pacific) Pte Ltd
Singapore
05.2003 - 10.2010
  • Delivered prompt service to prioritize customer needs.
  • Assisted call-in customers with feedbacks and complaints.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Generating claims to the respective repairers for the repair of the faulty product that customer reports.
  • Authorizing of repair quotations that are faxed over by the respective repairers.

Operations Clerk (On Contract)

Amercian Express Bank
Singapore
08.2002 - 02.2003
  • Processing of structured product tickets for clients that are being issued by the relations managers.
  • Provided clerical support to company employees by filing up of related banking documents and performing of administration duties.
  • Assisted the operations department to update the bond prices in the Telekurs Financial System on every month-end.

Accounts Trainee

Boon Suan Lee & Co
Singapore
03.2002 - 05.2002
  • Upheld ethical standards in all accounting practices, demonstrating integrity and professionalism at all times.
  • Demonstrated commitment to ongoing professional development, staying current with industry trends and best practices in accounting.
  • Assisted in the preparation of the bank reconciliation for the company.
  • Assisted and support the accounts executive with the filing and administration duties.

Education

Diploma - Diploma in Business Management

Management Development Institute of Singapore
Singapore
01.2007 - 01.2008

High School Diploma -

Institute Of Technical Education (Bishan)
Singapore
07.1999 - 06.2001

High School Diploma -

Institute Of Technical Education (Bishan)
Singapore
01.1998 - 12.1998

High School Diploma -

East View Secondary School
Singapore
01.1994 - 12.1997

Skills

Collaborative teamwork

Software

Microsoft Word, Excel, Powerpoint, SAP, Sunrise, Philips RIS

Certification

[Area of expertise] License - [Timeframe]

Languages

English
Advanced (C1)
Chinese (Mandarin)
Advanced (C1)

Expected Pay

$6000 to $6300

Job Referee

Ms Serene Seng, assistant manager, HP: 93833186

Timeline

Senior Operations Executive

IHH Healthcare Singapore Pte Ltd
09.2013 - Current

Customer Experience Executive

Watsons Personal Care Stores Pte Ltd
01.2011 - 04.2013

Diploma - Diploma in Business Management

Management Development Institute of Singapore
01.2007 - 01.2008

Customer Service Officer

IC Frith (Asia Pacific) Pte Ltd
05.2003 - 10.2010

Operations Clerk (On Contract)

Amercian Express Bank
08.2002 - 02.2003

Accounts Trainee

Boon Suan Lee & Co
03.2002 - 05.2002

High School Diploma -

Institute Of Technical Education (Bishan)
07.1999 - 06.2001

High School Diploma -

Institute Of Technical Education (Bishan)
01.1998 - 12.1998

High School Diploma -

East View Secondary School
01.1994 - 12.1997

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Sarah Yeong Senior Operations Executive