Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
Generic

Donita Murdoch

Feltham

Summary

Dedicated and hardworking professional with 18 years of experience, known for strong organizational skills, effective communication, and keen observational abilities. Proactive and compassionate team player committed to supporting company goals and improving daily operations. Skilled in managing day-to-day responsibilities while consistently seeking opportunities to add value and make a positive impact.

Overview

20
20
years of professional experience

Work history

Care Assistant

Care UK
Isleworth
09.2022 - Current
  • Participated actively in team meetings discussing ways to improve service delivery leading to enhanced quality of life for the residents.
  • Worked closely under supervision from registered nurses contributing to efficient workflow within the facility.
  • Delivered excellent customer service by addressing concerns of patients' families.
  • Encouraged independence among patients whilst assisting them with tasks.
  • Provided emotional support to patients, improving their mental wellbeing.
  • Assisted in daily living activities for enhanced patient comfort.
  • Respected privacy and dignity of each resident during provision of care services.
  • Helped with personal care tasks, promoting hygiene and cleanliness amongst patients.
  • Maintained up-to-date knowledge on latest care practices by attending regular meetings and training opportunities.

Home tutor

Self Employed
Chennai , South India
04.2019 - 07.2022
  • Hired by student families to provide in-home academic tutoring, instructional support, and homework assistance after school, on weekends and during summer breaks.
  • Tutor school aged children ranging from 4 to 8 in English, Math's, and Reading for the academic performance enhancement. Created day to day plans to better improve student reading comprehension and writing skills.


Senior Process Associate

Tata Consultancy Services Ltd
Chennai, South India
03.2013 - 04.2019
  • In charge of Process Training, Quality Analyst and Customer Service Associate for Citi Bank- commercial credit card Asia Pacific process.
  • Trained new hires about the process and how to be efficient and productive while complying to banking protocols/ quality standards.
  • Monitoring of day 2 transactional checks to ensure they are no fatal and non-compliant errors.
  • · Monitoring of calls for all associates to check for fatal and non-compliant errors and provided quality score/feedback on regular basis.
  • Provided coaching, feedback, soft skill and refresher's training to all members of the team on process protocols and new updates.
  • Conducted regular call calibrations sessions on a weekly basis with our client.
  • Joined on calls with leads for better performance of the team.
  • Organized quiz on regular basis as a learning module to bridge the process gap.
  • Handled enquires and escalation from corporate customers via telephone/email communication.
  • Worked on disputes.

Senior Account Executive

Ajuba Solutions Pvt Ltd
Chennai, South India
06.2005 - 08.2012
  • Handling Inbound and outbound collection calls pertaining to a variety of consumer debts and collection of delinquent medical accounts in the US.
  • Responsible for collecting and negotiating payment arrangements on accounts that were past due adhering to FDCPA rules and regulations.
  • Monitoring a team consisting of five agents to ensure quality & productivity scores are met on regular basis.
  • Responsible for handling escalated calls.
  • Trained and qualified in ACA Internationals collector training Program, MDHBA Collector Certification.
  • Calling Insurance companies and following up on the claims filed, adhering to HIPAA.
  • Initiated consumer contact in order to obtain relevant insurance information for payment on physician claims.
  • Initiated contacts with attorneys, hospital record keeping staff and other third party payers for the purpose of negotiating payments while exercising FDCPA regulations.
  • Pre-set payment arrangements on large dollar balances according to consumer's ability to pay.
  • Negotiate credit extensions when necessary.
  • Perform various administrative functions for assigned accounts, such as skip tracing address changes and purging the records of deceased consumers.
  • Received and process miscellaneous correspondence from patients and insurance companies.
  • Evaluate the present situation and status of every account and suggest proper action to be taken.
  • Maintaining talk/wrap time, service for consumer and client satisfaction levels.

Education

Certificate of Higher Education - English, Economics, Computer Science, French, Commerce, Accountancy

St. Aloysius Anglo-Indian Higher Secondary School
Chennai India
05.2001 -

Skills

  • Broad knowledge of commercial banking procedures
  • World-Class customer-service experience in a challenging environment to achieve corporate goals
  • Having 6 years of experience in Debt collections for Healthcare Industry
  • Handled enquires and escalation from corporate customers via telephone/email communication
  • Telephone Etiquette and a quality Caller
  • Excellent communication and interpersonal skills
  • Palliative care experience
  • End-Of-Life support
  • Dementia care expertise
  • Hoist operation mastery

Accomplishments

  • Carer of the Month
  • Awarded the “BPS star performer” on 28th October 2015 from TCS
    firm.
  • “Top Collector of the Year 2007”.
  • Nine-Times “Top Collector of the Month,” June 2005 to December
    2008.
  • Quality Star Award” on February 2006.


Timeline

Care Assistant

Care UK
09.2022 - Current

Home tutor

Self Employed
04.2019 - 07.2022

Senior Process Associate

Tata Consultancy Services Ltd
03.2013 - 04.2019

Senior Account Executive

Ajuba Solutions Pvt Ltd
06.2005 - 08.2012

Certificate of Higher Education - English, Economics, Computer Science, French, Commerce, Accountancy

St. Aloysius Anglo-Indian Higher Secondary School
05.2001 -

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Donita Murdoch