Nasima Begum

Team Leadership and Management:

• Managed a team of 44 coordinators, with direct line management for 15 individuals.
• Conducted daily meetings, coaching sessions, and performance reviews, fostering a culture of continuous improvement.
• Acted as the escalation point for complex issues, incidents, and complaints, ensuring timely resolution.

Performance and Strategic Achievements:

• Increased team performance from 70–80% to 100% target achievement through strategic process improvements and team development.
• Supported the decommissioning of the department during redundancies, ensuring a smooth and safe transition.

Process Improvement:

• Designed and implemented a training program to upskill team members.
• Introduced safety netting processes to mitigate clinical risks and improve patient outcomes.

Recognition and Mentorship:

• Nominated for "Colleague of the Month," "Dedication to Workplace," and "Inspiring Leader" awards.
• Coached and mentored team members, enabling them to meet and exceed performance objectives.

• Answered incoming calls, directed to appropriate staff, and greeted and checked in patients for appointments
• Scheduled appointments and monitored patient schedules
• Scanned insurance cards and documents and entered demographic information into electronic health records
• Managed urgent referrals and ensured follow-up care
• Completed daily administrative tasks and reviewed documents from third-party organizations
• Triaged calls, prioritized queries, and redirected to appropriate departments
• Identified patient needs and referred to further care as necessary
• Obtained patient authorization for medical records release
• Managed diary, typed correspondence, created presentations, and recorded meeting minutes

• Compiled and typed statistical and budget reports, maintained databases, and entered new data
• Completed administrative tasks using word processing, spreadsheet, and database software
• Took minutes of meetings and presented research findings
• Handled sensitive and confidential information
• Assisted vulnerable residents with needs and complaints, conducting research to resolve issues
• Prepared reports, letters, and spreadsheets

• Resolved customer issues and complaints by researching and providing solutions
• Investigated the cause of complaints, gathered information, and communicated findings to customers
• Delivered world-class customer service, meeting deadlines and targets
• Communicated with various departments and solved problems under challenging circumstances
• Produced daily reports on products, cash flow, and deliveries, identifying and resolving discrepancies
• Trained new staff and familiarized them with company operations and standards

• Completed the In-house Smart Start program, developing skills in negotiation, debating, presenting, networking, analysis, and teamwork
• Highlighted special promotions to customers and internal/external partners
• Advised customers on specific products and services
• Worked efficiently and accurately in a fast-paced environment
• Answered inbound calls and provided clerical support, including filing, copying, and database input
• Delivered high-standard customer service, welcomed visitors, maintained attendance records, and managed deliveries
• Maintained a professional office environment and coordinated incoming and outgoing post