JASMINE HASINAH BT ABDUL MAJID

Roadside Assistance for Singapore Clients:

• Coordinated end-to-end roadside assistance for Singapore based clients, ensuring timely support and seamless dispatching of service providers.
• Managed direct communication and arrangements with towing vendors, workshops, and multiple clients to facilitate efficient vehicle recovery.
• Tracked cases from initial call intake through to final towing completion, maintaining real time updates for all parties involved.
• Liaised directly with the Singapore Police Force (SPF) and traffic authorities to coordinate towing and safety procedures for breakdown incidents on public roads.
• Delivered clear, calm, and reassuring customer service to motorists facing emergency vehicle breakdowns or road accidents.
• Verified policy coverage, driver eligibility, and location details accurately to authorize assistance and streamline claim logs.
• Escalated high priority or complex cases efficiently to minimize roadside delay and uphold strict service level agreements (SLAs).

Insurance Medical Cases — Singapore & Malaysia Clients

• Handled end to end hospitalization assistance for Singapore & Malaysia clients, managing everything from initial admission setup to case monitoring through patient discharge.
• Prepared, issued, and managed Letters of Guarantee (LOG) and key medical documentation to ensure smooth, hassle free hospital admissions and discharges.
• Actively monitored medical cases by following up daily with hospitals, panel doctors, and healthcare providers regarding patient status and treatment progress.
• Coordinated overseas medical assistance, serving as the central liaison between international policyholders, overseas providers, and home insurance teams.
• Managed medical repatriation arrangements, ensuring end to end case tracking, travel logistics, and ongoing updates to all involved parties.
• Resolved insurance claim enquiries and policy inquiries promptly, routing complex cases to specialized teams while maintaining strict service level agreements (SLAs).
• Maintained detailed, audit ready digital case logs, ensuring all medical records, correspondence, and billing notes were accurately updated in real time.
• Addressed customer service inquiries, product questions, and policy complaints professionally to de-escalate stressful medical situations.
• Optimized customer satisfaction scores by delivering empathetic support, prompt issue resolution, and clear guidance during medical emergencies.

DoctorCall – Private GP | United Kingdom Clients

• Managed incoming calls and enquiries from UK based patients, providing professional and empathetic customer support.
• Coordinated GP home visits, telephone consultations, and video consultations based on patient requirements.
• Managed online payment processes and assisted patients with payment related enquiries.
• Coordinated communication with multiple UK based doctors via telephone, email, and live chat.
• Arranged medical prescriptions and coordinated prescription related requests in accordance with doctors’ instructions.
• Prepared and coordinated medical reports and documentation as requested by doctors.
• Maintained accurate patient information and ensured smooth communication between patients, doctors, and internal teams.
• Handled confidential medical and patient information with professionalism and discretion.

• Managed inbound calls as first point of contact for insured clients, resolving benefit enquiries and facilitating medical case identification.
• Clarified policy coverage and limitations to ensure clients understood their entitlements and obligations.
• Advised insured clients on necessary documents and processes for claims and assistance, enhancing their overall experience.
• Displayed empathy and active listening when assisting distressed or ill travellers.
• Assessed the urgency and nature of cases, routing them to the appropriate team swiftly.
• Captured essential details to initiate claims (Zurich) and medical assistance cases accurately.
• Verified policy details and ensured accurate data entry into internal systems.
• Coordinated with the Medical Team Department to maintain seamless case management.
• Maintained high accuracy and customer service standards in a fast-paced, shift-based environment.
• Managed roadside assistance cases, coordinating towing and emergency vehicle support.

• Provided customer-centric solutions and resolved complaints with a focus on positive customer experiences.
• Managed high volumes of inbound and outbound customer service calls to ensure customer satisfaction.
• Followed call centre scripts to address topics and resolve issues effectively, maintaining service quality.

• Provided clients with accurate information on procedures and eligibility to ensure clarity and understanding.
• Maintained high standards by regularly updating knowledge and recommending actionable improvements.
• Mentored new team members, enhancing their onboarding experience and integration into the team.

• Coordinated recruitment support, including skill assessments and interview scheduling, to enhance candidate selection process.
• Compiled HR reports, maintained confidential records, and assisted payroll processes to ensure compliance and accuracy.
• Created complete records for new hires.
• Assisted with recruitment processes, including job postings and scheduling interviews for potential hires.
• Managed employee records, ensuring confidentiality and compliance with data protection regulations.