Unwana Obong Memsy Esiet

ESIET, UNWANA-OBONG MEMSY Middlesbrough, United Kingdom |- |-|LinkedIn SKILLS ● ● ● ● ● ● ● Customer Service (Email, Phone, and Live chat) Excellent Communication Skills Cold Calling & Appointment Scheduling Google Slide, Sheet, Word, Meet, One Drive, etc Zapier, HelpScout, WordPress, Microsoft Azure Buffer, Sprout Social, Social Pilot, Shopify, Hootsuite, Google Analytics, Canva, Facebook Ads, Mailchimp. ZOCDOC, SimplePractice, Headway, MDTool Box Employee Relations & Talent Acquisition ● ● ● ● ● ● CRM Tools (Zendesk, Hubspot, Slack, Freshdesk, Salesforce, Gohighlevel, Zapier) Microsoft Excel, Word, Teams, Drive Slack, Zoom, Calendly, Skype, Trello Attention to Detail Teamwork & Negotiation Lusha, Apollo, Salesmate, Pipedrive ● ● ● ● ● ● ● Trello, Asana, ClickUp, etc Calendar Management Sales Closing Team Management Project Management Telemarketing Executive Support WORK EXPERIENCE Patient Support Specialist [Freelance] Orenda Psychiatry, New York, USA ● Spearheads the new patient intake process, and reviews the insurance plans. ● Frontloads new patients for new practitioners and Doctors. ● Reaches to patients to finish the intake process and schedule follow-up appointments. ● Supports patient refill requests and Prior Authorization process. Mar. 2023 – Till Date Virtual Assistant/ Administrative Assistant [Freelance] May. 2022 - Mar. 2023 Change3, Scottsdale, USA ● Improve documentation and workflow by 80% by preparing and submitting several dispo reports daily. ● Prepare and deploy Build and Core Lead Notices from the LMS Software to the assigned representative for prompt resolution. ● Creates about 4 sample notices for new events to be forwarded to the appropriate department for approval per request. ● Updates the firmographics software as required and promptly escalates pending leads to the appropriate department. Patient Relations/ Customer Service Representative [Freelance] Jan. 2022 - Jul. 2022 J & J Physical Therapy Clinic, Georgia, USA ● Contacted about 200 Health Insurance companies to get authorization for care, and pre-certification, updated and uploaded necessary information to the clinic’s Web Portal. ● Professionally responded to incoming and outgoing calls from over 400 existing patients and prospective patients. ● Increased patient retention rate by 80% by promptly resolving all patients' complaints within the organizational service level agreement (SLA). ● Increased new patient onboarding by 40% through the use of a pre-existing script to provide information about available services, therapy sessions, and features of other services. E-Commerce Dropshipping Executive Virtual Assistant/ Customer Support [Freelance] Dec. 2019 - Nov. 2022 Goldstar Vaults LLC, Seattle, USA ● Setup the Shopify stores and optimized with SEO keywords resulting in an 80% store visit and lead conversion. ● Uploaded over 120 products to the stores and drafted quality product descriptions for each product. ● Engaged in about $500 ad promotion resulting in an increase in sales by 655 within 6 months. ● Reduced customer churn rate by 80% by promptly responding to all inbound inquiries and complaints for order processing, refunds, exchanges, and fulfillment. ● Coordinated a team of 20 remote workers to ensure work productivity. Customer Care and E-Medicals Personnel Mar. 2017 - Mar. 2019 The Consultant and Children's Practice, Lagos State, Nigeria ● Managed a team of 5 professionals to achieve optimum productivity. ● Increased new patient onboarding by 60% by setting up new patient accounts and prepared medical bills. ● Provided information and attended to over 100 American, Canadian, and Malaysian Immigrant Visa Applicants for medical tests. ● Performed biometrics and captured procedures for over 120 Canadian Visa applicants directly to the Canadian online portal. ● Followed up on HMO billings, tariffs, and benefits for transparent dealings with patients. EDUCATION Bachelor of Science (BSc.) in Public Administration University of Calabar, Cross-River State, Nigeria 2012 Diploma in Local Government Administration University of Calabar, Cross-River State, Nigeria 2006 Diploma in Data Processing and Technology Obafemi Awolowo University Consultancy Services Centre, Ile-Ife, Osun State, Nigeria 2004 CERTIFICATIONS AND AWARDS ● ● ● ● ● ● ● ● Virtual Assistant Training Certified by ALX Africa Customer Service: Problem Solving and Troubleshooting Certified by Linkedin Learning Customer Service: Serving customers through chat and text Certified by LinkedIn learning Google Workspace Certified by Coursera Effective Customer Service & Skills Program Certified by Stern & Kay Consulting Limited Inbound Sales Certified by Hubspot Academy Side Hustle Internship Certification Jobberman Soft skill