Ana Martins
London
Summary
A multitalented and experienced multilingual customer service specialist, with broad experience across dierent industries. Always driven by an unshakable positive attitude and contagious energy, I strive to accomplish my goals and excel in managing teams and customer interaction due to my natural interpersonal skills. All of my previously skills are easily transferable and I am now looking for a new challenge that will allow me to keep progressing.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Relations
Preventicum UK
London
09.2022 - Current
- Managing telephone and email enquiries ensuring accuracy, professionalism and 5 star client service
- Taking client bookings, direct or via client's assistants, including taking payments using Square and Clover
- Maintaining outstanding standards in all aspects of the role, from client service to relationships with colleagues, doctors, suppliers and visitors
- Collating clients' medical reports and sending these out physically or on our online portal, on time and accurately
- Greeting clients warmly and professionally when they arrive and check-out
- Booking client lunches, hotel rooms and taxis
- Booking and managing offsite medical appointments for clients
- Managing doctor referrals
- Ensuring deposit and balance payments are taken on time and invoices sent promptly
- Stock taking, ordering supplies and general office management
- Supporting the doctors and clinical team on audits
- Respecting GDPR and data protection laws
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels
- Managed complaints with calm, clear communication and problem-solving
- Built and maintained courteous and effective working relationships
- Customised customer experiences to build brand loyalty
- Managed all stages of new client onboarding with meaningful communication to garner all relevant information for required documentation
- Acted as customer voice within organization by staying aware of customer needs and providing valuable feedback internally
- Controlled workload consisting of multiple customers in various onboarding phases while maintaining focus and attention to detail
- Engaged with customers to better understand needs and deliver excellent service
- Handled customer concerns and escalated major issues to supervisor.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Managed medical reports to ensure accuracy
- Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
- Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
- Aligned client expectations with internal capabilities by setting clear objectives at the outset of each project or engagement period.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Senior Clinical Administrator
Pure Sports Medicine
London
04.2021 - 09.2022
- Continuous management of the customer experience and their satisfaction, facility checks and maintenance as well as creating a warm and friendly environment for both patients and staff, while managing conflict resolution calmly and in a timely manner to avoid escalations
- Deputise on behalf of the practice manager, in their absence, ensuring that all matters are handled appropriately and in a timely manner
- Delegating tasks to different members of the team, to ensure that all tasks are completed
- Training of new members of the clinical services team in order for all procedures to be executed the same way, across all clinics
- Daily facilities checks of the practice
- Maintaining a detailed log of Health and Safety procedures such as legionella testing, CQC audits, ensuring all drugs are within date and performing weekly checks on all drugs in practice including the emergency drug bag, spilling and first aid kits
- Liaising with patients and hospitals, as required
- Handling all patient enquiries over the telephone, email and in person
- Ensured the smooth running of all procedures in practice and assisting any team members
- Communicated with patients, ensuring that medical information was kept private.
- Managing conflict resolution quickly and calmly to avoid escalations
- Managing appointment bookings and consultants diaries
- Conducting weekly stock on medical stock usage, ensuring an auditable trail
- Develop and nurture relationships with third party providers such as GP's, hospitals, surgeons and other consultants
- Ensure the results of scans and pathology are on file and ready to be reviewed by the consultant
- Conduct quarterly CQC audits on consent forms
- Ensured the practice is operating under CQC requirements
- Handling prescription requests from consultants and patients and action them appropriately and in a timely manner
- Operate and efficient stock management and ordering system.
- Assembled charts for new patients, confirming inclusion of requested medical history and diagnostic information.
- Managed patient scheduling and rescheduling, directing related billing issues to supervisor.
- Developed comprehensive staff training programs for clinical administrators, enhancing overall performance and productivity.
Clinical Administrator
Pure Sports Medicine
07.2019 - 03.2021
- Continuous management of the customer experience and their satisfaction, facility checks and maintenance as well as creating a warm and friendly environment for both patients and staff, while managing conflict resolution calmly and in a timely manner to avoid escalations
- Deputise on behalf of the practice manager, in their absence, ensuring that all matters are handled appropriately and in a timely manner
- Delegating tasks to different members of the team, to ensure that all tasks are completed
- Training of new members of the clinical services team in order for all procedures to be executed the same way, across all clinics
- Daily facilities checks of the practice
- Maintaining a detailed log of Health and Safety procedures such as legionella testing, CQC audits, ensuring all drugs are within date and performing weekly checks on all drugs in practice including the emergency drug bag, spilling and first aid kits
- Liaising with patients and hospitals, as required
- Handling all patient enquiries over the telephone, email and in person
- Ensuring the smooth running of all procedures in practice and assisting any team members
- Managing conflict resolution quickly and calmly to avoid escalations
- Managing appointment bookings and consultants diaries
- Conducting weekly stock checks on medical stock usage, ensuring an auditable trail
- Develop and nurture relationships with third party providers such as GP's, hospitals, surgeons and other consultants
- Ensure the results of scans and pathology are on file and ready to be reviewed by the consultant
- Conduct quarterly audits on consent forms, ensuring the practice is operating under CQC requirements
- Handling prescription requests from consultants and patients and action them appropriately and in a timely manner
- Operate an efficient stock management and ordering system using Quickbooks.
Clinical Receptionist
Pure Sports Medicine
12.2018 - 06.2019
- Managing the front of house reception area, maintaining cleanliness in line with all company guidelines
- Debt collection
- Meeting, greeting and checking in patients upon arrival
- Registering of patients and data entry of patient information
- Conduct weekly stock checks
- Processing payments for appointments using SquareUp or invoicing private medical insurance companies
- Managing incoming deliveries
- Protected patients' rights by maintaining confidentiality of medical, personal and financial information on Meddbase
- Gave timely notice of patient arrival to keep appointments running smoothly and on time
- Completed photocopying, incoming and outgoing mail and other general administrative duties to facilitate smooth operations
- Maintained timely receipt and distribution of patient medical records
- Monitored office inventory and supplies, ordering new supplies to meet patient and practice needs
- Collected patient information and communicated to relevant medical team
- Helped patients access appropriate services or healthcare professionals in courteous and polite manner
- Developed and maintained systems and procedures, guaranteeing efficient management of confidential information
- Handled highly personal information over telephone and through email discreetly
- Scheduled appointments between doctors and patients using critical analysis and prioritization
- Kept strict compliance with policies and procedures relating to confidentiality and protection of personal and sensitive data.
Technical Advisor - Billing Department
Randstad for Concentrix
Porto
04.2018 - 08.2018
- Responded to customer calls to solve problems such as payments, refunds and information about the customer's account once identification was verified, complying with GRPD laws
- Fast paced call handling
- Utilized interpersonal and communication skills while providing excellent customer service and engaging with customers to tailor advice and recommendations
- Provided technical support to customers when necessary requiring the application of strong problem solving and troubleshooting skills
- Kept customer records updated and accurate by asking details during calls and documenting onto CRM system
- Operated remote access software to troubleshoot and repair systems
- Processed refunds in line with company policies, keeping thorough documentation for management team review
- Provided a friendly, supportive and empathetic approach when dealing with complex customer cases
- Employed active listening to identify customer needs and upsell products where appropriate
- Asked customer security questions before providing personal details, following confidentiality laws
- Dealt with complex customer complaints professionally and politely, resolving issues with favorable solutions
- Helped train and educate new employees about company customer management policies.
- Served as primary point of contact for triaging technical issues.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
Technical Advisor - iOS
Randstad for Concentrix
Porto
06.2017 - 04.2018
- Facilitated customer service excellence, addressing escalated concerns and issues promptly
- Coached and mentored new team members for career development
- Troubleshot iOS software issues across various devices
- Handled customer calls with empathy and expertise
- Offered advice, information, and assistance to callers, often resolving enquiries in one contact
- Achieved performance targets and KPIs related to call volumes
- Working towards call targets and performance targets
- Explained technical concepts clearly and concisely to non-technical service users, aiding understanding of issues and solutions
- Resolved customer queries, complaints and technical issues with excellent analytical skills
- Stayed updated on product range to effectively describe features and troubleshoot any issues that may arise
- Maintained excellent client satisfaction by proactively resolving queries within short timeframes
- Provided a friendly, supportive and empathetic approach when dealing with complex customer cases
- Adapted to feedback to enhance performance and customer experience
- Kept customer records updated and accurate by asking details during calls and documenting onto CRM system
- De-escalated complaints by maintaining empathetic and professional tone while resolving issues
- Employed active listening to identify customer needs and upsell products where appropriate
- Maintained detailed product knowledge to competently and expertly advise customers
- Increased customer satisfaction by offering friendly, helpful and informative customer service
- Guided callers through troubleshooting, navigating company site and using products or services
- Asked customer security questions before providing personal details, following confidentiality laws.
Freelancer Translator and Editor
Unbabel
05.2014 - 07.2017
- Organized and prioritized work to complete assignments in a timely, efficient manner
- Translation and edition of documents, brochures, routes for tourism, newsletters and emails from Portuguese to English and Portuguese to Spanish
- Proofread all translations prior to being sent to the client
- Proofread documents to remedy terminology and vocabulary errors
- Adapted existing translations to meet style guidelines
- Maintained focus under pressure to deliver accurate translation services.
Shop Manager
Lanidor
07.2016 - 02.2017
- Management and administration of the shop, including ordering and dealing with delicate situations
- Trained team members in successful strategies to meet operational and sales targets.
- Tracked stock levels to purchase new items and maintain consistent inventory
- Maintained impeccable visual merchandising standards, establishing use of space and stock availability
- Kept shop condition tidy to maintain aesthetics, appearance and support quality and cleanliness standards
- Observed surroundings to detect suspicious activities and thefts, reporting to security to define safety measures
- Managed client database to track purchasing history and maintain accurate records
- Responded to queries and resolved complaints by providing incentives to strengthen customer trust and reliability.
- Maintained a clean, safe, and inviting store environment for both customers and employees by enforcing proper safety protocols and cleanliness standards.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Managed inventory control, cash control, and store opening and closing procedures.
Skills
- Client satisfaction-driven
- Customer Engagement
- Interpersonal and client communications
- Schedule Management
- Training and mentoring
- Proficient in iOS, MacOS and Windows
- Social Media Savvy
- Conflict resolution skills
Certification
- Certificate of Achievement in Communication and Interpersonal Skills at Work 2020
- Certificate of Achievement in Management and Leadership: Growing as a Manager 2021
- Management and Managing People 2021
- Introduction to Business and Management 2021
- Google Fundamentals of Digital Marketing 2023
Personal Information
- Place of Birth: Porto
- Date of Birth: 06/20/1991
- Gender: Female
Additional Information
2024 Wizz Air Hackey Half - Production Assistant
Languages
Portuguese
Native language
English
Proficient
C2
Spanish
Intermediate
B1
Timeline
Client Relations
Preventicum UK
09.2022 - Current
Senior Clinical Administrator
Pure Sports Medicine
04.2021 - 09.2022
Clinical Administrator
Pure Sports Medicine
07.2019 - 03.2021
Clinical Receptionist
Pure Sports Medicine
12.2018 - 06.2019
Technical Advisor - Billing Department
Randstad for Concentrix
04.2018 - 08.2018
Technical Advisor - iOS
Randstad for Concentrix
06.2017 - 04.2018
Shop Manager
Lanidor
07.2016 - 02.2017
Freelancer Translator and Editor
Unbabel
05.2014 - 07.2017