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 • 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. • Control my earnings potential by exceeding quotas and staying ahead of monthly metrics. Show less

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 • 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 customized debt solutions.• Achieved monthly KPIs for After-Called Worked, Quality Assurance, Customer Satisfaction, Average Handled Timed, and Best Customer Resolution. Show less

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 • 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 discussions, and return-to-work sessions.• Managed team operations and workflow to ensure efficiency and organization.• Served as the point of contact for difficult and escalated inquiries.• Provided exceptional customer service and professionalism.• Excellent interpersonal and communication skills, with the capacity to influence at all levels, both verbally and in writing.• Presented extensive information on service performance and impact. Show less

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 • 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 escalations from on-calls that an agent is unable to resolve. • Participate in management and the quality team's weekly and monthly meetings to listen to calls and search for any quality issues.• Served as a point of contact for my team or other agents who needed assistance when a Team Leader was unavailable. Show less

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 • 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 error reports with the Team Leader and shared useful information with the team.• Adapted quickly to changing systems and processes.• Met my monthly goals for Error Rate, Attendance, Break Adherence, and Call Quality. Show less

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 • 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 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 • 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, developed, and maintained positive business and customer relationships. Show less