Ivana Duran Email & Phone Number

Waterford, IE

County Waterford, Ireland

• Source and prospect industry experts for our customers on critical, time-sensitive projects.
• Investigate, identify, and source industry information and experts using various tools.
• Contact top decision-makers and C-level executives across industries via LinkedIn, email, and phone calls.
• Connect investors with these decision-makers to help them make the best-informed decisions.
• Take ownership of multiple projects simultaneously in a performance-driven environment.
• … Show more

Dublin, County Dublin, Ireland

• Contacted customers via email or phoned to recover past-due accounts.
• Identified and addressed susceptible customers used best practiced.
• Proactively examined assigned accounts and created solutions to prevented missing payments and defaults.
• Provided consumers with payment choices for past-due accounts.
• Ensured regulatory compliance (Fair Debt Collection, Fair Credit Reported, Financial Conduct authority).
• Managed declining accounts, securing payments, and created… Show more

Waterford, County Waterford, Ireland

• Led, supported, and developed team members while maximizing their skills to reach peak performance.
• Proven ability to prioritize tasks, plan, and achieve consistent results.
• For four consecutive months, my team achieved a 95% call answer rate and a less than 1% error rate.
• Assisted numerous teams, including recruiting (interviewing candidates) and quality assurance (scoring calls).
• Completed all meetings in a timely manner, including 1-on-1s, probation reviews, wellness… Show more
• Completed all meetings in a timely manner, including 1-on-1s, probation reviews, wellness discussions, and return-to-work sessions.

Waterford, County Waterford, Ireland

• Gave direction, taught new hires and other team members, and professionally addressed any inquiries regarding the first interaction with an agent.
• Educated, motivated, and supported departmental agents to guarantee they possessed the skills and knowledge to treat every patient respectfully.
• Ensured that work queues were not incomplete and that referrals were completed correctly.
• Checked to see if there were any reports of errors, which were promptly resolved.
• Handle… Show more
• Handle escalations from on-calls that an agent is unable to resolve.

Waterford, County Waterford, Ireland

• Handled patient referrals, acquired insurance company approval for the referral, and completed all essential data promptly.
• Handled incoming and outgoing calls and answered queries from patients or providers.
• Continued recommendations by team requirements, routinely exceeding daily objectives of 60 or more referrals.
• Interacted with insurance payors, communicated with hospital and business administration, and provided staff training and upskilling.

Waterford, County Waterford, Ireland

• Scheduled patient appointments and tests in an efficient and timely manner.
• Answered incoming calls, assessed callers' needs, and directed calls to appropriate personnel.
• Registered and booked new patient appointments by physician and office requirements.
• Verified and reviewed patients' insurance coverage and benefit eligibility, and properly documented.
• Protected the patient and the hospital and showed a thorough awareness of patient confidentiality.
• Checked daily… Show more

Waterford, County Waterford, Ireland

• Supported BT customers by actively listening, selectively probing, problem-solving, and empathizing with their needs.
• Consistently met and exceeded KPIs, including the NPS score, Customer Satisfaction, Average Handling Time, and First Call Resolution.
• Contributed towards the overall performance of the team and company targets.
• Promptly resolved complaints; commended by the supervisor for first-call resolution and escalation handling.
• Trained new agents on company… Show more
• Trained new agents on company policies and procedures, including side-by-side's, and shared best practices. Show less

County Waterford, Ireland

• Supported EE customers and ensured active listening, selective questioning, problem-solving, and empathy towards their needs.
• Achieved agreed-upon sales targets and outcomes within schedule.
• Presented, promoted, and sold products and services using solid arguments to existing and established customers.
• Contributed toward the overall performance of the team and company targets.
• Used multiple systems to handle customer queries and record data.
• Established… Show more