Ogechi Ihedioha

As a Customer Service Executive in the travel and tour industry, I handle the most crucial roles of communication, supporting and streamlining various tasks to ensure the efficient operation of the business.

My duties include but not limited to:
1. Customer Communication:
- Responding to customer inquiries via email, chat, or phone.
- Providing information about travel packages, services, and itineraries.
- Handling booking requests and confirming reservations.
2. Calendar Management:
- Scheduling appointments for clients and coordinating with tour guides or service providers.
- Managing the availability of tour packages and ensuring accurate scheduling.
3. Itinerary Planning:
- Assisting in creating detailed travel itineraries for clients.
- Coordinating with various service providers (hotels, transportation, attractions) to ensure seamless travel experiences.
4. Administrative Tasks:
- Managing emails, handling correspondence, and maintaining organized records.
o Data entry for customer details, bookings, and other relevant information.
- Creating and maintaining spreadsheets or databases related to bookings and customer information.
5. Customer Support:
- Resolving customer issues or concerns related to bookings and travel arrangements.
- Providing pre-travel support, such as visa information, travel insurance details, and other relevant documentation.
6. Research:
- Conducting research on travel destinations, accommodations, and attractions to stay informed about the latest trends and offerings.
- Compiling information about travel restrictions, weather conditions, and other factors that may affect travel plans.
7. Vendor Coordination:
- Communicating with and managing relationships with various travel vendors, such as hotels, transportation services, and tour guides.
- Negotiating contracts and securing the best rates for services.
8. Financial Tasks:
- Handling billing and invoicing for booked services.
- Tracking expenses related to travel arrangements and ensuring accurate financial records
9. Technology Utilization:
- Utilizing virtual tools and software for project management, communication, and customer relationship management, such as Hubspot, Zendesk, Freshdesk, Slack etc.
- Staying updated on industry-specific technology to enhance efficiency.
10. Multilingual Support:
- Providing assistance in multiple languages, (English and French) especially if dealing with international clients.

11. Met customer call guidelines for service levels, handle time and productivity.

My duties and responsibilities are crucial in ensuring smooth operations, efficient patient management, and positive interactions with health maintenance organizations in a medical diagnostics center.

Customer Representative Specialist:
1. Appointment Scheduling:
- Manage patient appointments, ensuring efficient scheduling and allocation of resources.

2. Inquiry Handling:
- Respond to patient inquiries via phone, email, or in-person, providing information about services, appointment availability, and general queries.

3. Patient Registration:
- Assist patients in completing registration forms and ensure accurate collection of necessary information.

4. Verification of Insurance Coverage:
- Verify patients' insurance details and inform them about coverage for different diagnostic services.

5. Payment Processing:
- Handle billing inquiries and process payments for self-paying patients.

6. Communication with Medical Staff:
- Collaborate with medical professionals to relay patient
information, appointment details, and any specific requirements.

7. Issue Resolution:
- Address and resolve patient concerns or issues promptly and professionally via phone calls, chats, emails and in person.

8. Educational Support:
- Provide information to patients about preparation for specific diagnostic tests, including any pre-test instructions.

9. Patient Follow-Up:
- Conduct follow-up calls to gather feedback, address post appointment concerns, and ensure overall patient satisfaction.

10. Maintain Confidentiality:
- Strictly adhere to patient confidentiality and privacy regulations.

HMO Executive:
1. HMO Liaison:
- Serve as the primary point of contact between the medical diagnostics center and health maintenance organizations (HMOs).

2. Verification and Authorization:
- Verify patient eligibility and authorization from HMOs for
diagnostic procedures and tests.

3. Documentation and Compliance:
- Ensure accurate documentation of HMO-related information and compliance with HMO protocols and guidelines.

4. Claims Processing:
- Collaborate with billing and administrative teams to process and submit claims to HMOs for reimbursement.

5. Contract Negotiation:
- Negotiate contracts and agreements with HMOs, ensuring fair terms and conditions for both parties.

6. Conflict Resolution:
- Address and resolve any disputes or conflicts between the diagnostics center and HMOs regarding reimbursement or other issues.

7. Education and Training:
- Provide education and training to internal staff regarding HMO processes, requirements, and updates.

8. Reporting:
- Generate and analyze reports related to HMO performance, reimbursement rates, and other relevant metrics.

9. Keep Abreast of HMO Policies:
- Stay informed about changes in HMO policies, procedures, and industry trends to ensure compliance.

10. Customer Service for HMOs:
- Act as a point of contact for HMO representatives, addressing their inquiries and concerns.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Liaising with airlines to provide my clients with discounts on air tickets and relating to the clients about each promotion available.
• Supporting the passengers before, during and after their trips to ensure hassle free trips.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Responded proactively and positively to rapid change.
• Cross-trained and provided backup support for organizational leadership.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Sought ways to improve processes and services provided.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Created and maintained detailed database to develop promotional sales.
• Met customer call guidelines for service levels, handle time and productivity.
• Trained new personnel regarding company operations, policies and services.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.