Customer Service Human Resources

**** * ******* ** ***** *****

MOBILE 312-***-**** • E-MAIL ************@*****.***

MARYEM ENWEYA

PROFILE

A hardworking, reliable, and conscientious customer service professional, striving to do my best for clients and the business.

My work history centres around customer facing roles within both medical and logistics space, with a combined work history of almost 10 years.

I have dealt with a diverse sector of customers (elderly, English as a second language, people with various backgrounds and circumstances), and been able to successfully fulfil and often exceed their needs. I am passionate about people, highly trusted, and a team player with a keen sense for improving my work environment.

After a parental break from the workforce, I am extremely eager and motivated to get back into the business environment.

EDUCATION & TRAINING COURSES

2014 – 2017 La Trobe University

Commenced Bachelor of Business – Major in Human Resources Management I completed 2.5 years of a 3-year degree (I plan to recommence the final units of my degree in 2024, of which I have only 1 semester remaining). 2012 Royal Melbourne Institute of Technology

Phase 1 & 2 of English as a Second Language Teaching Methodology Proficient in MS Office (Excel, Powerpoint, Word, Outlook). As a refresher, I have recently completed the following short courses through “Coursera Online”:

-Telephone language (Phone communications with customers)

-Customer Service Fundamentals

-Writing professional emails and memos

-Excel (Basics and Intermediate level)

-Excel II (Finding, sorting, and filtering data)

Languages: Fluent reading, writing, speaking in Arabic and Assyrian/Aramaic. 1

8510 W MADISON DR NILES 60714

MOBILE 312-***-**** • E-MAIL ************@*****.*** MARYEM ENWEYA

PROFESSIONAL & OTHER WORK EXPERIENCE

● 2010 – 2017 Epping Healthcare

Role: Practise Patient Consultant

Use of MS-Office Suite and “Best Practice” (Medical specific software) to manage all correspondence with client service providers (hospitals, testing services)

Excel: Uploading business and client data into excel, manipulating information to develop reports for insights for doctors, thereby helping them to make informed decisions.

Outlook: Management of email Inbox, which included information from various patient results, managing emails, ‘filing’ specialist reports, follow ups of various testing and other needs, including follow up phone calls to providers, customer and doctors

Verbal communications: Co-ordination of doctors, patients and service providers in order to fulfil patient needs, arranging conference calls to fulfil needs,

Phone calls / phone management: Calling patients to progress their care needs, co-ordinating calendars, including with service providers (blood services etc.)

Triage, escalation and prioritisation of calls

Applying good judgment from speaking to patients in order to quickly and competently assess their needs and triage them into the correct service queue

Managing relationships with doctors, co-workers, specialists and patients on daily basis via the telephone or face-to-face interactions – ensuring smooth service delivery to patients and key stakeholders. I am multi-tasking continuously and work well under pressure

Due to the nature of having to handle customers predominantly face to face, I have highly developed communication skills (especially verbally, also email correspondence), as well as the ability to remain calm in spite of being in a frantic and fast paced environment

Highly efficient organisational skills along with a strong eye for detail, including managing of workplace materials, equipment, ensuring IT systems are functioning properly and backup systems were working. 2

8510 W MADISON DR NILES 60714

MOBILE 312-***-**** • E-MAIL ************@*****.*** MARYEM ENWEYA

Working in a team environment and constantly meeting deadlines

● 2020 – 2022 QTL Inc. (Family business “Quality Trucking Logistics”) Role: Co-owner and responsible for administration

Purpose of the business was scheduling and organisation of freight haulage between manufacturers to storefronts, such as Walmart.

My role as co-owner/operator included:

Reviewing of customer delivery requests from customers such as Walmart, through logistics software

Assessing and allocating delivery requests with availability and suitability of truck resources of our business – and ensuring prompt delivery of goods

Managing of employee compliance with regulations (such as maximum driving hours)

Managing complaints and last minutes requests/ cancellations

Managing accounts payable (via excel data), reconciliation, quarterly tax payments, fuel invoices etc.

● 2023 April to August 2023 (Judo Bank)

Role: Customer Service Specialist

Handling incoming customer queries in relation to customer’s accounts and other banking matters; proficient in using temenos program (t24) and ncino

Maintaining customer files by ensuring thorough contact notes are made in the administrative interface via t24 and ncino

Maintaining the utmost in customer service standards regardless of the context;

Handling general administrative matters relevant to the position and team as required;

Performing defined data entry/inquiry tasks; and/or

Answering enquiries using a general knowledge of the services provided.

● 2018 to present

Role: Patient Coordinator/Marketing Coordinator

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8510 W MADISON DR NILES 60714

MOBILE 312-***-**** • E-MAIL ************@*****.*** MARYEM ENWEYA

Experience coordinating patient appointments, managing provider schedules

Strong customer service skills, able to communicate effectively to patients while maintaining empathy.

Addressing patient issues, such as insurance disputes or appointment scheduling conflicts, with practical and efficient solutions.

Quickly adjusting to changes in the patient schedule, insurance policies, or office protocols without causing delays.

Strong interpersonal skills amongst colleagues, when greeting patients, answering inquiries, and resolving issues promptly.

Ability to explain medical processes, insurance details, and office procedures in a simple and clear manner.

Answering and making patient and referring doctor calls, scheduling appointments, and addressing patient concerns in a professional manner.

Resolving any patient complaints or misunderstandings tactfully and professionally.

Experience in assisting with the planning and execution of marketing campaigns, including digital, print, and event-based marketing.

Conducting research to identify market trends, customer preferences, and competitor activities to inform marketing strategies. I help analyse trends when planning out the route to deliver gifts, save the dates and invitation to our top referring doctors based on the amount of new patients the referring doctors send to us and how many patients we also refer to them. I then plan my routes and deliver to all of the offices.

Coordinating marketing projects from concept to execution, ensuring deadlines are met and tasks are completed within scope. I helped our office execute our annual seminar Elevate 2024 and helped run it on the day.

Working closely with other departments ( office manager, senior surgical assistants, senior doctor assistants and doctors ) to align marketing efforts and ensure consistency across all channels.

Managing multiple projects simultaneously, ensuring priorities are met while maintaining attention to detail.

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8510 W MADISON DR NILES 60714

MOBILE 312-***-**** • E-MAIL ************@*****.*** MARYEM ENWEYA

Strong writing and editing skills for creating clear, persuasive content that resonates with target audiences.

Presenting marketing plans and campaign results to management and team members clearly and confidently.

Managing relationships with external vendors, partners, and agencies, ensuring smooth collaboration and project delivery.

Ability to work within a team, taking direction from senior marketers and contributing ideas in brainstorming sessions.

Managed timelines and deliverables for multiple marketing projects, collaborating with cross-functional teams to ensure timely execution.

● 2009 – 2017 Volunteer Work: St. George Assyrian Language School Role: LOTE (Language other than English) Teacher (Aramaic)

Volunteered to be a Sunday School teacher at my local church in Reservoir

Developed training materials and units for the curriculum

Taught Assyrian/Aramaic language to 5–7-year old’s, with class that was usually

>35 students in size. Hence, refining my ability to manage difficult stakeholders and ensure they are occupied, educated and able to progress to next level.

■ This included managing parents and their expectations.

● 2014 – 2017 Volunteer Work: Whittlesea Community Legal Service Role: Administration Support

Worked as support staff at a free legal services centre within my local council

Triaging of customers to relevant legal services through understanding their needs

Scheduling of appointments for customers, including managing lawyer’s schedules

For some customers, referring them to additional services where appropriate

Used MS outlook emails to create correspondence between customers and lawyers and any other service providers

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8510 W MADISON DR NILES 60714

MOBILE 312-***-**** • E-MAIL ************@*****.*** MARYEM ENWEYA

Organising and structuring of customer information including private information (paper based and electronic)

● 2024 - to present Volunteer Work: H. H. Mar Dinkha IV School

Volunteered as a Friday Assyrian/Aramiac language school teacher at my local church in Glenview, Illinois

managed a classroom of 25 students

Ability to design and implement engaging lesson plans and learning materials.

Skilled at adjusting lessons to meet the diverse learning needs and abilities of students.

Proficient in using assessments (e.g., quizzes, tests, oral exams) to track student progress and adapt lessons accordingly.

Experience in maintaining an organized and positive classroom environment conducive to learning.

REFEREES

Available upon request.

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