Alero Culpepper
Manchester,Lancashire
Summary
Dedicated professional with extensive expertise in email correspondence, live chat handling, and patient counselling. Proficient in record keeping, clinical assessment, and maintaining confidentiality within healthcare settings. Demonstrates strong skills in healthcare software proficiency, mental health support, and sensitive communication. Experienced in online triaging using NHS Pathways and managing NHS referrals. Adept at data entry proficiency and Microsoft Office suite expertise, ensuring efficient scheduling coordination and appointment management. Committed to delivering exceptional customer service through effective client correspondence and telephone etiquette.
Overview
7
7
years of professional experience
Work History
Healthcare administrator
Omnes Health Care (NHS)
Manchester, Lancashire
09.2023 - Current
- Generated referrals for patients in need of specialised care and completed paperwork to facilitate seamless transfers.
- Liaised with tour operators regularly; increased number of visitor referrals.
- Maintained confidentiality of patient records in compliance with NHS regulations.
- Provided empathetic support to patients while explaining diagnoses or treatment plans.
- Handled emergency cases effectively by employing quick decision-making skills.
- Carried out day-to-day duties accurately and efficiently.
- Delivered first class inbound and outbound customer service by employing outstanding active listening skills, detailed product knowledge and call handling expertise.
- Enhanced patient trust by providing compassionate and comprehensive care.
- Maintained accurate, detailed reports for patient record-keeping.
- Ensured patient comfort by thoroughly explaining MRI procedures.
- Supported team by demonstrating respect and willingness to help.
- Maintained detailed records of all transactions, ensuring transparency and accountability.
- Contributed to team success by consistently exceeding performance targets without compromising quality of work.
- Assisted in staff training sessions to share knowledge and experience.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in regular audit procedures, ensured compliance with NHS standards and regulations.
- Assessed priority of caller situations through investigative questioning.
- Logged critical information onto computer system.
- Followed up on queries within agreed timeframes to provide detailed response.
- Identified at risk individuals on calls, following safeguarding and medical procedures.
Customer service administrator
Phil’s & Cohen associates
Mancheser, Lancashire
01.2022 - 09.2023
- Processing inbound customer bereavement notification calls with a compassionate and mature approach.
- Dealing with email queries from customers and clients whilst ensuring agreed SLA’s and KPI’s are achieved
- Process inbound and outbound correspondence including scanning & attaching documents, ensuring an excellent level of service is consistently delivered, whilst ensuring service levels and key goals are achieved
- Accurate input of data & encryption of files
- Documenting accounts thoroughly with clarity & transparency
- Carry out a range of administrative tasks to support operations as well as other departments
- Coordinated with legal teams to ensure compliance in debt recovery operations.
- Upheld high standards of professionalism whilst handling confidential client information.
- Strictly adhered to industry regulations for ethical debt collection practices.
- Negotiated payment plans to facilitate smooth and efficient debt recovery.
Hospital Assistant (NHS)
Manchester royal infirmary
Mancheser, Lancashire
08.2020 - 12.2021
- Prepared fresh, enjoyable breakfasts, lunches, afternoon teas and dinners for diners.
- Correctly operated kitchen equipment, maintaining optimal performance and safety levels.
- Prepared uniform dishes with meticulous care and attention to detail and quality.
- Cleaned, sterilised and stored clinical equipment appropriately.
- Collected and disposed of clinical waste in line with regulations.
- Complied with COSHH regulations to protect health and safety of staff and residents.
- Executed regular deep cleans for optimal health and hygiene.
Administrator
Debt support service
Mancheser, Lancashire
06.2019 - 12.2019
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Effectively managed incoming and outgoing mail to maximise office efficiency.
- Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
- Ordered office supplies and researched new deals and suppliers.
- Took detailed minutes at meetings following instructions from senior team members.
- Provided printing, photocopying scanning support to colleagues.
- Kept and maintained accurate filing system for preservation of office information.
- Received, sorted and distributed incoming mail.
- Making phone calls to clients creditors
- Prepared professional business correspondence on behalf of senior staff and organisation.
Customer Service Representative
Verastar
Mancheser, Lancashire
06.2018 - 09.2018
- Answered customer telephone calls promptly and improved on-hold wait times.
- Built lasting relationships with clients through customer service interactions.
- Liaised with team to develop strategies in improving customer service.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Transferred customer calls to respective department or personnel to address specific issues.
- Responded to customer requests with friendly, knowledgeable service and support.
- Enhanced customer satisfaction ratings by managing client enquires through to resolution.
Sales Executive
St. Helens glass
Mancheser, Lancashire
02.2018 - 08.2018
- Built focused new client networks, growing business opportunities and increasing revenue possibilities.
- Making B2B phone calls to those entitled to double glazing, patio doors and new roofs
- Generated new leads and opportunities to maximise revenue.
- Worked with internal and external teams to initiate marketing strategies to grow at national, regional and specific sector levels.
- Achieved and exceeded sales targets in line with client growth across all products and services.
- Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
- Analysed sales to identify top-performing products.
Education
youth work certificate - Youth Mentoring
Teachers training
Manchester 09.2020 - 01.2021
Certificate of Higher Education - Music technology
Shena simon
Manchester, Lancashire05.2018
Certificate of Higher Education - Maths and English
Shena simon
Manchester, Lancashire05.2018
Skills
- Email correspondence
- Live chat handling
- Patient counselling
- Record keeping
- Clinical assessment
- Confidentiality understanding
- Healthcare software proficiency
- Mental health support
- Sensitive communication
- Online triaging
- NHS Pathways
- NHS referrals
- Data entry proficiency
- Microsoft office suite expertise
- Scheduling coordination
- Appointment management
- Customer service
- Scheduling proficiency
- Client correspondence
- Telephone etiquette
Additional Information
Volunteered at the Barlow Moor Community centre with youths & Elderly people.
Also volunteered at 42 second street with young people who deal with mental health & behavioural issues.
Ideally want to work with young people or in healthcare as it is my passion, my nature and happiness to make everybody feel better!
Timeline
Healthcare administrator
Omnes Health Care (NHS)
09.2023 - Current
Customer service administrator
Phil’s & Cohen associates
01.2022 - 09.2023
youth work certificate - Youth Mentoring
Teachers training
09.2020 - 01.2021
Hospital Assistant (NHS)
Manchester royal infirmary
08.2020 - 12.2021
Administrator
Debt support service
06.2019 - 12.2019
Customer Service Representative
Verastar
06.2018 - 09.2018
Sales Executive
St. Helens glass
02.2018 - 08.2018
Certificate of Higher Education - Music technology
Shena simon
Certificate of Higher Education - Maths and English
Shena simon
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