NEVIN MARKOSE

Responsibilities:

• Manage all aspects of client bookings and appointments using the Calendly Appointment Booking application.
• Collaborate with clients to identify their needs and goals develop customized plans to meet their specific requirements.
• Foster positive relationships with clients.

Achievements:

• Effectively managed client expectations, timelines, and budgets, while delivering exceptional results and maintaining positive client relationships.
• Received positive feedback and recognition from clients for providing a warm, professional, and efficient service.

Responsibilities:

• Regularly displaying a proactive approach to customer service by listening to the client and being able to accurately identify the need to involve leadership in order to resolve concerns.
• Manage all aspects of client bookings and appointments.
• Provide a customer-centric experience by building strong relationships with clients and delivering exceptional service.
• Manage a book of business consisting of 900 clients, ensuring their needs are met and expectations exceeded.
• Schedule and coordinate client meetings, including in-person, virtual (Zoom/Teams), and phone meetings, while maintaining a high level of professionalism and attention to detail.
• Consistently exceed individual metrics and team goals, both weekly, monthly, and quarterly, demonstrating exceptional performance in a high-volume business environment.
• Utilize customer relationship management (CRM) tools and software to track customer interactions, manage tasks, and maintain accurate records.
• Accurately documenting all client communication, assessing urgency and escalating as appropriate.
• Accurately scheduling and re-scheduling complex patient procedures and appointments.

Achievements:

• Successfully retained a high volume of clients by providing superior customer service and building strong relationships, resulting in increased revenue and client satisfaction.

• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Would consistently receive a score of 5/5 on client satisfaction surveys.
• Addressed client concerns that resulted in resolution of matters in a timely manner, and provided consistent follow-up
• Mentoring and training staff on departmental procedures.

• Responded to high volume of recruiting team members and candidate requests in a timely and professional manner.
• Interacting with prospective employees to provide info necessary for accurate onboarding paperwork and registration including assigning of W2 forms.
• Manage the employee visit check-in and check-out process from start to finish which includes identification verification, updating or confirming information of every employee; ensuring appropriate forms are provided, signed and witnessed at the time of the patient visit; verifying and providing employee benefits.

• Reviewed and updated client correspondence files and database information to maintain accurate records.
• Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
• Scanned documents and saved in database to keep records of essential organizational information.

• Collected, analyzed, stored data, and used it to help client and the company as a whole make better decisions.
• Assisted office staff with scheduling appointments in a timely manner.
• Identified and recommended new ways to streamline business processes.
• Maintained several client relationships, focusing on a holistic customer experience

• Helped open new bank branches and assisted in the organization of each branch at its entirety (filing cabinets, confidential client information, back-room supplies, etc.)
• Received grade A for operational excellence during annual bank branch compliance audits.