Customer Service Services

LIRIO B. ANGELES

Administration / Customer Service

UAE - Abu Dhabi +971-**-****-***

****************@*****.***

Results-driven professional with over 15 years of experience in Administration and Customer Service. Skilled in supporting management with strategic implementation to achieve organizational goals. Passionate about adding value to the workplace and fostering team success within progressive organizations.

Core knowledge & Expertise:

Office Management

Solving Problems

SOP Implementation

Professional Corporate Communication

Administration

Effective Leadership and Employees motivation

Employment History:

Receptionist and Insurance Administrator - Advanced American Dental Center

UAE – Abu Dhabi July 2010- present

AADC is the largest and most prestigious dental clinic in UAE with 3 branches, more than 120 employees with the highest technology and qualified doctors and staff in Gulf.

Key Responsibilities:

Served as the primary communication link for patients visiting the dental clinic.

Assisted patients by providing information on clinic timings and scheduling appointments with dentists and hygienists.

Acted as the first point of contact, welcoming and engaging with patients in a professional and friendly manner.

Handled incoming calls on behalf of dentists and addressed patient inquiries via phone and email.

Resolved customer queries and concerns efficiently through calls and emails.

Performed various administrative duties as required.

Maintained accurate patient records, including treatment details and payment transactions, in the database.

Managed appointment scheduling, insurance verification, and claims processing, including medical billing and documentation.

Organized and maintained patient files, including creating new records, pulling existing files, copying, faxing, and filing documents.

Processed end-of-day and end-of-month reports and handled daily deposits.

Managed insurance processes for British Embassy, British Consulate employees, and U.S. Military personnel under SOS Tricare Insurance.

Branch Supervisor – Emirates Palace Hotel YAS The Royal Name of Perfumes

UAE- Abu Dhabi Jan 2008 – July 2010

The Royal Name of Perfumes, is a renowned company specializing in luxury Arabic perfumes and cosmetics. With a prominent presence, YAS have established over 40 shops in various cities across the Gulf region and middle east.

Key Responsibilities:

Achieved branch sales targets and contributed to overall company goals while enhancing brand image.

Built and maintained excellent relationships with hotel management and company stakeholders.

Conducted market analysis, prepared weekly & monthly reports on market trends, product performance, and customer demand, and maintained an updated customer database.

Managed all administrative tasks within the branch, including maintenance, security, utilities, office equipment (fax, scanner, computer, printer, and visa machine), shop opening/closing, cleanliness, product displays, billing, and petty cash management.

Trained new staff in product knowledge, customer service, and sales techniques.

Prepared and submitted weekly requisition orders based on branch requirements to the sales manager.

Ensured staff adhered to company policies, including dress code, grooming standards, and overall professionalism.

Provided orientation and training for new employees on company policies and procedures.

Compiled and submitted monthly attendance records and related HR documents.

Identified slow-moving items and implemented strategies to boost sales.

Processed manual and system invoices using scanners and managed system access.

Conducted periodic inventory checks (daily, weekly, monthly, and quarterly).

Delivered high-level customer service, enhancing customer loyalty and retention.

Assisted customers in selecting products that met their needs, highlighting key selling points such as quality and unique features.

Recommended alternative or complementary products to drive up selling opportunities.

Maintained clean, organized, and visually appealing product displays.

Handled customer concerns effectively to maximize satisfaction and reinforce brand loyalty

Receptionist and CRO Al Diar Capital Hotel

UAE – Abu Dhabi Dec 2006 – Jan 2008

Al Diar Capital Hotel,managed for & on behalf of Abu Dhabi National Hotels considered as the most charming 3*** hotel in Abu Dhabi.

Key Responsibilities:

Welcomed guests with a professional and friendly demeanor, ensuring a positive first impression.

Assisted guests by providing information about hotel facilities, services, and local attractions.

Managed incoming calls, provided information, relayed messages, and directed calls to the appropriate personnel.

Handled guest complaints efficiently, resolving issues related to the front desk and assisting other departments in problem-solving.

Focused on delivering exceptional customer service to enhance guest satisfaction and loyalty.

Other Experience in Philippines:

Quality Control Administrator Shinei Metchatronics Phillipines Inc.

Philippines - April 2005 – Nov 2005

Teacher Bongabon National High school

Philippines - Nov 2004 – Mar 2005

EDUCATION & CERTIFICATIONS:

Bachelor Degree of Secondary Education - Major in Chemistry – 2004 Nueva Ecija University of Science & Technology Cabanatuan City, Philippines

Certificates and Training:

Effective Negotiation Fundamentals

Effective Customer Services

Communication Skill

Effective leadership and building Teamwork

Solving Problem and Customers’ Satisfaction

Effective Presentation Skills

Handling different types of Patient

Fire Safety

Basic Life Support

Medical Coding Course

Care Giver Course

Advanced Course in ICD 10 CM – Dental Diagnosis Codes

USCLS – Dental Procedure Codes

ERP / Software :

Ms. Office “word-excel-access-power points –outlook

Dental soft ware: R4 kodak - Soft dent kodak – Icare - Tablet

Oasys “Ortho Dental Soft ware

Personal Information:

DOB: 16 Nov 1980

Single

Fluent English

Personal Car – Valid Driving license

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