Summary
Work History
Education
Skills
Timeline
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Sarah Abaza

Sarah Abaza

Coventry

Summary

Customer-focused Repairs Advisor with track record of success in responding to customers' needs in accordance with procedures. Empathetic, kind, and professional individual with special talents in handling stressful situations in a professional, calm, and efficient manner.

Work History

Repairs Advisor

Orbit Housing
06.2023 - Current
  • Helped clients navigate social services system and access needed resources.
  • Built and maintained relationships with clients to provide ongoing support.
  • Trained new and existing employees on customer service best practices to improve overall customer handling skills.
  • Facilitated communication and collaboration between departments to help business function smoothly.
  • Improved processes by recommending operational changes during team meetings.
  • Monitored customer service operations to confirm compliance with quality standards.
  • Booking repair appointments for customers using our internal system called ActiveH.
  • Assisted clients with obtaining housing, employment and support resources.

Patient Service Officer

Harborne Medical Practice
8 2021 - 3 2022
  • Professionally assist doctors, staff, visitors, and patients.
  • Answer all phone calls quickly, efficiently, and professionally.
  • Ordering repeat prescriptions over the phone and taking repeat prescription requests in person.
  • Liaising with chemists to ensure the patient's medication is ordered correctly and requesting urgent prescriptions as and when necessary.
  • Identifying safeguarding concerns and passing these on to the safeguarding lead GP.
  • Liaising with hospitals on behalf of patients chasing their hospital appointments and test results.
  • Assisting with data entry for the Covid-19 vaccination program.
  • Ensure patient's medical records are kept up to date.
  • Always Representing the Practice in a professional manner.
  • Resolving complaints via email, telephone, and face to face in a professional, empathetic and calm manner.

Complaints Handler

Solution4U
1 2016 - 8 2021
  • Handling complaint calls from customers in a professional and empathetic manner.
  • Recording the details of the complaint on to the company database to ensure all concerns mentioned by the customer is addressed.
  • Investigating the complaint as per company policy and regulatory guidelines.
  • Responding to the customer's complaint via email or telephone (whichever way the customer prefers).
  • Offering good will gestures to customers in the form of BACS payments or vouchers.
  • Writing official apology letters to the customer on behalf of the company where needed.

Customer Care Advisor

Hallo Health Care Group
11 2022 - 06.2023
  • Responded to customer's emails in a timely manner.
  • Skilfully navigated challenging phone conversations with resilience, confidence, and interpersonal skills to achieve positive outcome.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Answered telephones and provided information about branch opening hours and pharmacy procedures.
  • Giving advice to organisations such as CGL (Drug and Alcohol Services) and Care Homes on where to go if the branch is closed and urgent medication is required.
  • Signposting patients who require urgent medication to the 111 service.
  • Listened actively to offer accurate information and best solution to the customer's needs.
  • Assisting the Rota Team with HR duties such as allocating shifts to pharmacists and dispensers, reviewing job applications from potential pharmacists, sending emails regarding declined job applications and advising the potential pharmacists why they have been declined and how they can re-apply, and negotiated payment rates with potential pharmacists.

Receptionist

Kings Heath Dental and Implant Centre
03.2022 - 09.2022
  • Greeting and welcoming patients to the Practice.
  • Scheduling, rescheduling, or cancelling appointments as necessary.
  • Updating patient records and documenting any important information on the patient records as per dentist's request.
  • Resolving complaints via email and face to face.
  • Verifying methods of payment and collecting payment as needed.
  • Performing general office duties, such as answering telephones, photocopying, filing, and scanning.
  • Organising clinic rooms, and waiting rooms before the Practice opens to ensure it is ready for the dentists and dental nurses.
  • Providing emotional support for anxious patients who are afraid of seeing the dentist.

Education

Level 3 Diploma - Health and Social Care

Stonebridge College
Birmingham, West Midlands
06.2022

Skills

  • Crisis Evaluation and Intervention
  • Issue Analysis
  • Verbal and Written Communication
  • Technical Data Interpretation
  • Extensive Organisational Skills
  • Complex Repairs
  • Program Support
  • Attention to Detail
  • Customer Rapport
  • Maintenance and Repair
  • Troubleshooting
  • Computer-Assisted Diagnostics
  • Safeguarding Adults and Vulnerable People
  • Train Employees
  • Grievance Resolution

Timeline

Repairs Advisor

Orbit Housing
06.2023 - Current

Receptionist

Kings Heath Dental and Implant Centre
03.2022 - 09.2022

Patient Service Officer

Harborne Medical Practice
8 2021 - 3 2022

Complaints Handler

Solution4U
1 2016 - 8 2021

Customer Care Advisor

Hallo Health Care Group
11 2022 - 06.2023

Level 3 Diploma - Health and Social Care

Stonebridge College

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Sarah Abaza